North American Power

Hello,   Rebuttal – Complaint # [redacted]   We strive to provide the best customer service to all our customers, and apologize for [redacted]’s adverse experience.   Typically, the advertisements that are mailed provide different methods for which a customer can contact us. Below you will find the phone number, email address and mailing address you can contact for customer service needs. Customer support [redacted] ###-###-#### M-F, 8:00am - 6:00pm ET  North American Power [redacted] Norwalk, CT 06850  As always, please feel free to contact us directly, should you have any additional questions or concerns.  Sincerely, Compliance Department North American Power & Gas, LLC

Update:As of 11:24pm today North American Power has called me back and after reviewing my initial enrollment call, they have allowed me to cancel my contract with them without any cancellation fees.

To whom it may concern,
Complaint# [redacted] ([redacted])
This is in pursuant of the Revdex.com complaint filed on the
behalf of [redacted]Please be advised that Mr[redacted] enrolled with
[redacted] on October 18, Per the attached letter of authorization,
the
customer elected a Variable Market price plan.
The initial rate was 0.0669/kWh and to appear on the first month;
thereafter, were to be billed on the month to month variable. See the attached
Due to system issues,
the customer has been billed the initial rate up to his February
invoice. It appears that Mr[redacted] have not contacted NAP&GWe have not had the opportunity to discuss Mr[redacted] available options.
With that being said, we have concluded that there are no
adjustments warranted at this time
We regret Mr[redacted] was dissatisfiedWe have
reached out to Mrs.[redacted] at [redacted] to advise of the aboveShe
stated that we had reached her at an inopportune time and that she will have
her spouse contact NAPG's escalation hotline to speak
directly with an escalations agent or he may reach us via emailWe look forward to an amicable resolution.
Sincerely,
Compliance Department
North American Power and Gas

A dirty ripoff. Low rate for 12 months then very thin warning that rate will change. I was ripped of for about $300 before I understood that this was happening. Avoid these scandalous ripoff artists.

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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I have filed a complaint earlier through this Revdex.com organization and it helped me to resolve the issue partially. I thank this organization for this great help. The Ref. NO for the earlier complaint is [redacted] and dated March 26, 2014. In brief that complaint deals with the outrageous overcharge by North American Power and Gas company (NMPG) for 3 months after one-year term of the low price contract. After my complaint on March 26, 2014 thorough this Revdex.com organization, NMPG continued the same practice of over charging with the same high rate for the month of March, April and May of this year compared to the market rates like that of NJ Gas company. Hence I over paid a total of $103.66 the detail of this is given below: March 2014: $66.48 April 2014: $26.44 May 2014: $10.74 Total: $103.66 Hence I sent an email to NMPG on this amount, but they have not responded so far and so I seek your help on this matter. Please help me to get this amount and I thank you for your efforts. Sincerely,[redacted]
Translate
Desired Settlement / Outcome
Desired Settlement:



select



Desired Outcome:


I would like to have this amount @103.66 to be refunded to me ASAP.



Sincerely,
[redacted]

Hello,This email is being sent in response to the complaint filed by [redacted] Complaint # [redacted] - which [redacted] has asserted that [redacted] coaxes potential consumers by offering free gift cards and competitive 6-month fixed rate plans to only later expose these consumers to a variable rate at...

the conclusion of their rate agreement without any warning. To begin; we have attempted a search through our database in order to locate an account belonging to [redacted] using the customer information provided.  However, we were unable to find any accounts associated with this data. Therefore, if [redacted] is a current customer or is a former customer of ours, we would kindly request that we be provided with any additional account details. This would help us mightily in our search, and would allow us to properly address his concerns based on the details reflected on his account.With esteem to [redacted] above free gift card claims. All newly enrolled customers who have signed up for either electric or natural gas supply service with [redacted] are eligible to receive a Welcome Bonus - which can amount up to a $50.00 prepaid [redacted]. Now, if the said member also enrolls both their gas and electric accounts with us they may also be eligible to receive up to an additional $50.00 bonus - a potential of totaling up to $100.00.  All the customer has to do is download, read and mail us back the Welcome Bonus redemption form and they will have instantly begun the redeeming process for their Welcome Bonus. This is our way of saying thank you to the newest members of our [redacted] energy family.  Accompanied with [redacted] displeasures with our Welcome Bonus process he also presents concerns about our rate plans.  We place a great deal of effort into providing all consumers with a competitive fixed rate within the regions in which we market. Though we do offer 6-month rate plans; we also provided various fixed agreements with the term length lasting beyond a 6 month period . In the past and as of to-date we offer 8, 9, 10 and even 12 month fixed rate contracts.  The length of a term depends many factors such as the current and future market conditions.  As a standard, we send renewal notices to advise customers as to when their fixed rate obligation will expire and encourage them to contact us to renew. Additionally, as stated in the terms, if the customer takes no action their account will default to the standard variable rate.I hope that this response meaningfully addressed [redacted] questions. Should you have any further questions or concerns, please do not hesitate to contact us directly.Sincerely,Compliance DepartmentNorth American Power & Gas

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 that he never received his renewal letter,
his rate changed without notice and he requests a refund.
Regrettably, NAPG is unable to provide [redacted] with record of his renewal notice at this time.  Therefore, as a resolution to his complaint
the company will honor [redacted]’s request for a price adjustment for the
billing periods of June 2014 – October 2014, for the difference in cost compared
to a rate of 0.0749 cents/kWh.  [redacted] will be issued a check in the amount of $393.51 to the billing address
on file.  The company will continue its
attempts to contact [redacted] regarding this matter.
NAPG is committed to customer satisfaction
and hope this response has meaningfully addressed this complaint.
Regards,
Compliance Department
North American Power and Gas

Complaint: [redacted]
I am rejecting this response because:I called in June to cancel this service.  When I called on Nov. 11 No one at that time stated that I had to email then. They transferred me to a supervisor and she called back and left a voicemail, again not stating that I had to send a email.This companies records are all bad. They are stating that I must contact them 5 days prior, I called on the 11th, and they still took out the payment on the 24th. Again at no point in on the 11th did the gentleman say I had to email. He stated he would cancel.My point is I canceled in June I want my FULL refund.
[redacted]

Complaint: [redacted]
I am rejecting this response because: the prorated adjustment should be from 11/01/2014 until present. Charging triple the rate of the average going rate for the state of [redacted] is absurd. I am seeking for a prorated refund of a reasonable rate from the time my rate changed. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: For one year now, this company has promised me this $50.00  after many requests.  I received a message from company but with no details. I will believe this company when I see the $50.00.  THis company has misrepresented themselves on far too many occasions for me to trust them And don't believe anything they tell you until you see the money
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
 
My ONLY CHOICE was to Accept or Reject.  This is a bit in the MIDDLE. 
 
I received a letter from the power company with their offer, which I truly appreciate.  In my original complaint, I asked for reimbursement for any overcharges though the March 12th billing period.  This is my last reading and date of service from this company, and I fear they will again charge me a double rate.  After March 12, I am going to be switched back to [redacted].
 
I sent the following email to the company:
 
Dear Mr. [redacted]
Thank you so much for your email and resolution offer.  I am so relieved as we are having a tough time this year and every dollar counts.  I do have one request....this current billing period will end on March 12 when my meter is read.  Is it possible for you to bill us at the competitive rate vs. the .19 rate for this period?  After March 12 we will be switched back to [redacted].  Your consideration would be greatly appreciated, as I suspect this will be another huge bill, too.
Many thanks,
[redacted]
 
 
I would like this current billing period to be addressed, either by a reduced rate (they currently offer .09) versus .19 they charged last month.  Or, reimbursement of the difference based on [redacted] current rate.  
 
Sincerely,
[redacted]

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, Ms. [redacted] expresses dissatisfaction with the variable rate
charged following the expiration of her fixed...

contract.
 
To
start, it is NAPG’s standard practice to notify its customers prior to the
expiration of their fixed contract and provide them with options to
renew.  However, if the customer takes no action and/or opts out of
renewal; the Terms of Service indicates that their account will automatically
default to a variable rate plan.  This was the case with Ms. [redacted].
 
At
this time Ms. [redacted]’s supply service has been cancelled and returned to the
utility’s standard offer on 12/12/2014.
 
However,
as a courtesy, NAPG will adjust Ms. [redacted]’s charges for her December 2014 bill
cycle and credit her the difference in cost. 
She should expect a call from an NAPG customer service agent no later
than Friday, 1/9/2015 to discuss any other concerns she may have.
 
NAPG
remains committed to customer service and satisfaction and hope this response
has meaningfully address this complaint. 
 
Sincerely,
 
Compliance
Department
North
American Power and Gas

Hello,
[redacted] - Complaint # [redacted]
To better address [redacted] concerns and to thoroughly explain the renewal processes, an analyst in our department has attempted to contact her, however, they were unsuccessful. Further attempts will be made to reach [redacted] in order...

resolve her dispute.Should you have any further questions or concerns, please do not hesitate to contact us directly.
Sincerely,
Compliance Department North American Power & Gas

To Whom it May Concern,  
After declining the offer from North American Power regarding complaint ID [redacted],
I received a phone call and have reached an agreement with them.They are sending the check for the difference in what the bill was and what it should be as well as for the final bill since I have already switched to Central Hudson.
 

Thank you so much for your help! BestRegards, [redacted]

Here is our Account Specialist's update on their attempts to reach the customer to discuss their concerns, as well as our planned accommodation:
 
I called out to customer regarding the complaint. There was not an answer, but I was able to leave a message...

informing the customer that the complaint was received, the account was then reviewed and a courtesy accommodation in the amount of  $109.94 should be received within 2 weeks. I provided my direct line if the customer has any further questions or concerns.

Complaint: 10644360
I am rejecting this response because:Dear Sir/Ma'am:North American Power failed to give me an email telling me that rate of power billing was going to be variable, by their own admission by [redacted] at Norfolk CT. They also accidently gave me 6.9 cents a KWH for 15 months. However, this is not my mistake but theirs. They expect to pay for a mistake that would have been precipiteous to me staying with them through the 20 months that I was with them if I had been as they admitted notified of what was going on. I could have done any one several things had I been notified at 3 Months, including the possibly of breaking my contract and getting a better rate somewhere else. NA Power were the instigator in making an accident happen. The one responsible for an accident is the one that made it happen, not the victim. They made a mistake. They expect me to pay for their accident and precipitieous events that fell out from error, even though, if I hadn't been kept in the dark about what was going on, I could have made other plans in all their honesty, I may  not have to pay for their mistake. Especially all at once at the end of my term. This is a nice sum of cash that was snuck into our budget destroying our budget by NA Power. Which of course is nafarious. I'm going to pay 10 cents/kwh for all the time I was with you. That's not fair. It's completely abnormal. I want a normal power company.This incident cause us to max out all our credit cards. It is not a fair arrangment nor can it be. You can't just jack up my rates and charge me 250% fo the CMP standard offer for 5 months, without telling me. A speedy cash withdrawal from my account is always wrong, when it's without my permission. No creditor ever made someone pay back all the debt owed in a month periond.Allot of politicians have talked about being transparent. Even after NA Power paid allot of complaints they think doing the same thing to me is alright. They did things to me that left a tangled web of possibilities of what could have been, if I had been notified  three months in my tenure with them. You should have acted after 3 months with an email to me. This, even after 15 months and many other such mistakes by in other complaining, I was still not notified by email. So NA Power says we mad a mistke so we will get even with him at the end of his tenure. That's not fair. I have no choice in any of the decisions whatsoever, that's against my rights.The whole situation is helter skelter because of what you did. The whole situation is madness. You intended to take advantage of me in the aftermath of what you caused. It's not your place to judge what could have happen if I had gotten your email at 3 months into my contract, or what you think is justice after 3 months was up. You have stolen my furture from me, and made it up as you went along.The higher ups at NA Power said "We'll pull the wool down over his eyes and take this money from him illigitimately. Lets just take it all at once." If you didn't feel guilty you'd call me up so I could make payment on what I could have owed you. The second time I called [redacted], she said she would return my call, but didn't. This is because she has something to hide. They said to the Revdex.com that they tried to call many times, but my number was called only once on my caller ID. After the way I've been treated by this company, I don't think I get the $200 refund to me. Thank you for trying remedy these false charges on my account.[redacted]   
Sincerely,
[redacted]

Hello,
Complaint#
– ([redacted])
We
at NAPG take all customers' claims very serious and have
diligently
investigated Ms[redacted]' account to provide a reasonable response according to
our records.
To
begin, this customer initially enrolled into a 6-month fixed rate that expired
and defaulted to the variable rateAs a standard, NAPG sends renewal notices
to advise customers when their fixed rate contract is soon to expire and
encourage them to contact us to renew their rate planAdditionally, as stated
in the terms, if the customer takes no action, their account will default back
to the standard variable rate plan.
As
the customer mentioned, in the spirit of customer
satisfaction a credit accommodation was issued to the customer's account in the
amount of $– which is the difference between what the customer paid with
us for their supply and what they would have paid, if they were charged at
NAPG's 12-month $0.0949/kWh fixed rate for the customer's 12/19/– 1/28/
billing cycle.
Based on the customer's account details, the mentioned bill credit
was reflected on the customer's most recent billing invoiceUpon being informed of the bill credit, the customer elected to enroll into the mentioned fixed rate above
After
further review and consideration, an additional accommodation of $will
be issued to the customer as a bill creditThis accommodation was calculated
at the difference between what the customer paid with us for their supply and
what they would have paid if they were charged at the 12-month
$0.0949/kWh fixed rate for the customer's 1/28/– 2/25/billing cycle.
Several attempts to contact the customer were made, however, these
attempts were unsuccessful
[redacted]
Compliance Department
North American Power
[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]