North American Power

[redacted] [redacted]
 
I appreciate your attempts to resolve the issue but I have still been unable to secure adequate response to the complaint.  North American Power did provide partial reimbursement which represents a fraction of their overcharge.  I sent the comprehensive e-mail below along with all of my bills as support and they have failed to respond.  I do not feel the company has acted in good faith as you have concluded and feel strongly their practices are unethical.  I understand if you feel your office cannot take further action to resolve but do not endorse a closed satisfactory complaint record.
Regards,
[redacted]
 
[redacted]
I received your voice mail advising that the reimbursements reflect the differential from my current provider and North American Power.  Based on my billing, this is not the case.  I'm showing for the periods of Nov-Apr, I paid North American Power $1,698 whereas I would have owed my current providers $750 leading to an overcharge of $948.  You have reimbursed $518 which still leaves $430 overcharge.  Find attached the supporting documentation behind my calculations, kindly advise how your figures were derived.
Regards,
[redacted]
North American Power Charges


 


 


 


 


 


 


 


 


 


Electric


JCP&L


NAP


 


Usage


vs Prov


Base $


NAP $


Nov


0.1077


0.1049


 


400


(1)


43


42


Dec


0.1049


0.1399


 


576


20


60


81


Jan


0.1049


0.1999


 


775


74


81


155


Feb


0.1047


0.1999


 


817


78


86


163


Mar


0.1029


0.0939


 


564


(5)


58


53


 


 


 


 


 


165


328


494


 


 


 


 


 


 


 


 


Gas


PSEG


NAP


 


Usage


 


 


 


Nov


0.3377


0.5990


 


100


26


34


60


Dec


0.1940


0.5990


 


177


72


34


106


Jan


0.3597


0.8990


 


219


118


79


197


Feb


0.4370


1.5990


 


317


368


138


507


Mar


0.2941


0.9790


 


244


167


72


239


Apr


0.3640


0.5390


 


178


31


65


96


 


 


 


 


 


782


422


1,204


Grand total


 


 


 


 


948


750


1,698


Reimbursed


 


 


 


 


(518)


 


 


Remaining Overcharge


 


 


430


 


 


 
?
 
?

When my 6 month contract ended they jacked up their rate 35% higher than my utility's rate, the next bill came in 76% higher! Buyer beware, once their contract is up they will charge you whatever they feel like.

Hello,
[redacted] – [redacted] (Rebuttal)
We at NAPG take the
customer's claims very serious and have again diligently reviewed Mr[redacted]'s
account to provide a reasonable response according to our reports
Please note that within the Terms of Service and the
renewal notices that are mailed to the customer prior to the expiration of their
fixed rate; if the customer takes no action and/or opts not to renew, their
account will automatically default to a variable rate plan - which happens to
be the case for Mr[redacted]'s account
We surely
wish there was more we could doIf you should have any additional questions or
concerns, please do not hesitate to contact us directly
Sincerely,
Compliance
Department
North American Power

We're truly sorry
that the customer, like many customers of both suppliers and utilities across
the region, have experienced higher-than-usual variable rates this year,
beginning in the winter—unfortunately, wholesale prices for both electricity
and natural gas this winter had sky-rocketed as a result of a severe winter
energy shortage caused, in large part, by the extraordinarily cold weather. We
do offer fixed rates that can help insulate customers from these types of
market fluctuations, and our variable rate customers can always call us to make
this switch. Our records indicate that the customer was sent a notice on 5/1 that reminded them that their term was expiring and encouraged them to contact us to discuss our fixed rate options. 
 
In the interest of
customer satisfaction, we are sending the customer a check in the amount of $256.06,
which is the difference between what the customer paid with us for their supply
and what they would have paid at the utility's rate-to-compare for the
customer's last billing cycle. We can also verify that the customer's account with us has been dropped per their request. 
  
We sincerely hope
that the customer is satisfied with this outcome, and we encourage them to
contact our Account Specialist, Stephan, directly at [redacted] with any additional questions or
concerns.

Hello,[redacted]As of today (2/18/2016), Mr. [redacted]'s phone number has been removed from NAPG's call list.  It is important to note, that after a phone number has been placed on the DNC list, it can take up to 72 hours before this request is updated within...

our database.We regret that Mr. [redacted] had an adverse experience and hope this response has meaningfully addressed his complaint. Should you have any further questions or concerns, please do not hesitate to contact us directly.Sincerely,Compliance DepartmentNorth American Power & Gas, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

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{behavior:url(#default#VML);}
Hello,
This email
is in response to the complaint filed by [redacted] [redacted] - Complaint #
[redacted]
As of
12/10/2015, Mr[redacted]' phone number has been removed from NAPG's call list
It is important to note, that after a phone number has been placed on the
DNC list, it can take up to hours before this request is updated within our
database
We regret Mr[redacted] had an
adverse experience and hope this response has meaningfully addressed his
complaint. Should you have any further questions or concerns, please
don't hesitate to contact us directly
Sincerely,
Compliance Department
North American Power
[redacted]
T ###-###-####
F ###-###-####

The
following correspondence is made in response to the complaint filed with the
Revdex.com against North American Power and Gas (“NAPG”) by Customer, [redacted].  In the complaint, [redacted] states he never received his
welcome bonus and expresses rate...

dissatisfaction.
 
[redacted] contacted the company on Oct. 1st to inquire about the rate
he was being charged.  He was advised that he was on a variable rate plan,
and at that time was given the option to switch to a fixed rate plan that was
available at that time.  In addition, he was offered a $50 restaurant.com
card in lieu of the $50 [redacted] gift card that was never requested.  [redacted] declined each offer proposed.
 
Nevertheless,
in the interest of customer satisfaction and as a resolution, NAPG will issue
[redacted] a check totaling $140 to compensate him for the $50 Welcome Bonus
and a $90 adjustment to his electric charges, as he requested.
 
We value
[redacted] as a customer with NAPG and regret he was dissatisfied.  NAPG
is committed to customer satisfaction and we hope this response has
meaningfully addressed this complaint.
 
Regards,
 
Compliance
Department
North American Power and Gas

Hello,
The email is in response to the complaint filed by [redacted]6.
Upon concluding our investigation, we found that [redacted] was reissued a replacement E-gift card voucher which was sent to his "J[redacted]" email address. In addition to...

this, the vendor whom handles the fulfillment of these vouchers has indicated that the newly reissued E-gift card has been redeemed by the customer.Should the customer have any further questions or concerns, please do not hesitate to contact us directly.
Sincerely,
Compliance DepartmentNorth American Power & Gas

I would like to add another thing to this complaint.  When I called in January 2014 regarding their error as indicated in my original complaint, I told them to discontinue their services.  I realize that I was at the beginning of the billing cycle, so I understood that I was going to have...

to stay on with them for the next bill; however, I learned when I received my 2nd bill after discontinuing service, that I was still on with them.  They decided to charge .1399 per kWh while the apples to apples comparison from the illuminating company was .0678 per kWh.  Therefore, I spent an additional $62.41 due to them keeping me on their service although I cancelled.  (.1399 - .0678 x 867 kWh = $62.51).  I would also like them to reimburse me the difference for this as well as their $42.80 error due to their contract.   Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I also received that email fro North American Power.  I just don't understand why the Customer Service could not be provided earlier in the cycle.  I am anticipating the refund. Thank you for you help on this. 
[redacted]
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We're truly
sorry that the customer, like many customers of both suppliers and utilities
across the region, has experienced higher-than-usual variable rates this
winter—unfortunately, wholesale prices for both electricity and natural gas
this winter have sky-rocketed as a result of a severe winter energy shortage
caused, in large part, by the extraordinary cold weather. We do offer fixed
rates that can help insulate customers from these types of market fluctuations,
and our variable rate customers can always call us to make this switch.
In the
interest of customer satisfaction, we are sending the customer a check in the
amount of $76.85, which is the approximate difference between what the customer paid
with us for their gas and electricity supply and what they would have paid at the utility's
rate-to-compare for the customer's last billing cycle.
We sent an
email to the customer outlining these points. We sincerely hope that the
customer is satisfied with this outcome, and we encourage them to contact our
Account Specialist, [redacted], directly at [redacted] with any additional questions or concerns.

Our Account Specialist sent the following email to the customer after being unable to reach them by phone:
 
Dear [redacted]
 
We are in receipt of your Revdex.com complaint  regarding the switching of your...

natural gas service to North American Power & Gas (NAP).  We understand your concern surrounding the delay of the market switch from your previous provider to NAP.  We appreciate the opportunity to response to your customer service experience.
 
Our records indicate we did submit the switch on 5/20/14, 7/7/14, and 8/20/14, and was rejected for all, but the last attempt.  The switch was rejected because the suffix, III, did not match the account name in [redacted]) system. Your service will begin with NAP on 9/1/14 at the rate 59.9 cents per therm.
 
We have researched our records and are unable to find a note or call with a NAP supervisor advising that [redacted] does not reject switches.  Please note that this information is inaccurate as the switches are rejected for various reasons.
 
[redacted] does offer a Senior’s Citizen discount.  To be eligible, the account holder has to be 65 or older and have an income of $14,355 or less.  Please let us know if you qualify and we will send a Senior Citizen’s form to you.
 
We are sending a $25 [redacted] gift card to [redacted] as a courtesy in recognition of your value to us as a customer.  We sincerely apologize for your inconvenience in getting the switch finalized. Thank you again for bringing your concerns to our attention.  Please do not hesitate to call or email if you have any further questions.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is plausible, but not supported by our phone records. I do not know what phone number they called, but it was not our number [redacted] or my cell phone # [redacted]: both phones have answering service and no messages were left. Each phone also has call history and there were no phone calls from North American Power. We received correspondence from North American Power today along with a refund from the company in the amount of $162.63. The letter states:
 
 "We take the satisfaction of both our customers and our potential customers very seriously and we deeply regret that you did not enjoy your experience with North American Power.
 
Please accept this refund as a token of our sincerest apologies for your inconvenience.
 
We work tirelessly to find ways to improve our service and our business. If you would like to share more of your thoughts or have further questions, please feel free to call us at [redacted] or email us at i[redacted]
 
Thank you,
 
[redacted], Customer Service Supervisor
 
I am forwarding this to the company. I unfortunately am forced to be a customer for electricity for one month and gas supply for two months with the NAP. I am hoping the rates charged during this period will be fair and not marked-up at exorbitant prices. Please keep this complaint open for the next two billing cycles. I will report if the rates charged are market competitive. I will also contact the company via e-mail as well as cc this e-mail to the company. Thank you.
 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Hello,
Complaint# [redacted] –
[redacted]
The following written
response is made pursuant to the complaint filed by Customer, [redacted]
against North American Power and Gas, LLC ("NAPG")In the complaint, the
customer claims NAPG misrepresented possible
savings and is upset with his
current supply rates.
To begin, Mr[redacted] account was enrolled into NAPG's
variable rate planVariable rates are subject to price fluctuations based on
market conditions and other price related factorsThat being said, rates can
go higher or lower than the local utility in any given month
Regrettably,
many customers of both suppliers and utilities across the region, have
experienced higher-than-usual variable rates this year, beginning in the winter—unfortunately,
wholesale prices for both electricity and natural gas this winter had increased
substantiallyWe do offer fixed rates that can help insulate customers from
these types of market fluctuations
Although the customer
was charged accordingly, in the spirit to provide customer satisfaction - an
accommodation in the amount of $will be issued to Mr[redacted]This accommodation
was calculated at the difference between what the customer paid with us and
what they would have paid if they were charged at the utility's rate-to-compare
for their 12/17/– 1/26/and 1/27/– 2/23/billing cycles.
On 3/20/2015, our
account specialist attempted to contact Mr[redacted], however, this attempt was
unsuccessful
Should you have any
further questions or concerns, please do not hesitate to contact me
Sincerely,
Compliance
Department
North American Power and Gas

Hello.   I had filed a complaint against North American Power last month, and the Revdex.com elicited a response from the company.  The issue as explained by the company would be resolved and I would receive a credit to my account within 14 days.  While awaiting this credit, Revdex.com sent me the following message:   This matter is now closed in Revdex.com files, and will appear in the company's Revdex.com Business Review as: "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied." There is no action for you to take at this time. We will contact you when we next require your input.   At this time, I have still not received the credit and would like to have this issue re-opened.  I will be happy to mark the issue as adequately resolved once my refund check arrives.   Thank you, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]