North American Power

Hello Ms. [redacted],   I hope all is well. Below you will find the response to [redacted] (Complaint# [redacted]) rebuttal.   We have carefully reviewed Mr. [redacted] records to provide a fair response based off his account details.   The customer was enrolled into a 6-month $0.0649/kWh fixed rate; however, the customer was not mailed the renewal letter prior to the expiration of this fixed term. Therefore, the customer was issued a refund which was calculated at the difference of the fixed rate he was supplied for 2 billing cycles in which he was charged at the variable rate. In these circumstances the customer would normally have been issued a refund at the difference of the utility’s rate-to-compare - which happened to be a higher rate than the customer’s former fixed rate.   Lastly, according to our records, for the final 2 months the customer was enrolled with NAPG. The customer was charged at NAPG’s 12-month $0.0999/kWh fixed rate.   We surely wish there was more we could do. If you should have any further questions or concerns, please do not hesitate to contact me directly   Sincerely,   Compliance Department North American Power











6/9/2015






Complaint

I enrolled back in April, but never received the welcome packet so I never really knew if I was a customer or not. I actually have received no communication from them since I spoke to them back in April. I called today to check if I was, and cancel, due to the lack of proper communication and...

wondering if I was a customer or not. They told me I would need to pay the $10 per month fee if I cancelled, which was outlined in the terms and conditions (which I never received) as I had 5 days from the post marked welcome letter, which I never received. I did tell them I found the terms and conditions last evening on my states PUC website, but that since I never received them I felt I wasn't given a fair chance to cancel as I never got the packet. They said they could see they sent it and that was it. I asked to speak to a supervisor, and they are still working on it but since I never received the packet I feel as if I should be able to cancel both of my accounts with them, without the fees.







Desired Resolution

I want to be able to cancel my account with them ASAP without any cancellation charges.

Consumer Business Dialog

Here is our Account Specialist's summary of the resolution with the customer:
 
I was able to contact the customer regarding the complaint. We discussed the complaint briefly, I apologized for the inconvenience they experienced and I informed them that after a...

review we have decided to provide a courtesy accommodation of  $179.59 that they should receive within 2 weeks at the verified address. The customer was very happy with this resolution.

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]
THANK YOU!

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 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 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. 
 
In the interest of customer satisfaction, we are sending the customer a check in the amount of $99.12, 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 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] with any additional questions or concerns.

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]
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
Based on the customer's account details, Ms[redacted] was enrolled into a
6-month $0.0799/kWh fixed rateThe mentioned fixed term was supplied to the
customer for the entire length of the contract At the conclusion of the 6-month term, the
customer's rate expired and defaulted to the variable rate As 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 plan
Additionally, as stated in the terms, if the customer takes no action, their
account will default back to the standard variable rate plan.
Attached you will find Exhibit A & B: (A) the
welcome letter which was mailed to the customer upon the completion of their
enrollment with NAPG (B) the renewal notice that was mailed to the
customer prior to the expiration of their fixed term
As of 3/8/2015, the customer's account has been cancelled with NAPG and has not
incurred in further supply charges beyond this date
We surely wish there was more we could doIf you should have any further
questions or concerns, please do not hesitate to contact us
Sincerely,
Compliance Department
North American Power & Gas

Our Account Specialist could not reach the customer via phone, so he sent the following email:
 
Hello Mr. [redacted],
 
North American Power apologizes for any delay.
 
Your...

service started on 3/7/2014. You are currently on flow and the next received invoice will reflect NAP’s fixed rate.
 
For the inconvenience a refund of $25.00 will be issued. The refund check should be received within the next 14 business days.  
 
As always, you’re more than welcome to contact me a[redacted] to discuss any questions or concerns.

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, 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 also indicate that the customer was sent a renewal notice on 4/29, reminding them that their term was expiring and encouraging them to contact us to hear about our offers. 
In the interest of customer satisfaction, we are sending the customer a check in the amount of $74.45, 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 confirm that the customer is no longer on our service, and will incur no further charges from us. 
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.

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
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 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. 
 
In the interest of
customer satisfaction, we are sending the customer a check in the amount of $402.25,
which is the difference between what the customer paid with us for their electricity and natural gas 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] with any additional questions or
concerns.

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 $177.67, 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 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: 
 
Hello [redacted],
 
You were enrolled into the fixed, however, the fixed rate expired and defaulted into the variable rate.
class="p1"> 
With regards to the higher-than-usual variable rate that you received last month, wholesale electricity costs have been astronomically high in [redacted]  this winter—in fact, they've been high throughout the Tristate, the mid-Atlantic, and the Midwest.
 
The exceptionally cold weather this winter has resulted in a very high demand for electricity and gas, causing the rates to spike. In fact, the highest winter demand day ever was recorded in January.  
 
We understand your frustration, as a way to provide some relief a courtesy accommodation will be made. Below you will find the breakdown of this accommodation:
 
[redacted] - Electric
-       $73.91 – 5/13-6/12
-       Difference at utility’s rate to compare
 
Total refund $73.91
 
The accommodation will be issued to you in the form of a check and should be received within 14 business days.
 
Please contact me at [redacted] for any questions or concerns.
 
Thank you,

Complaint: [redacted]
I am rejecting this response because:
Requested amount is $247.46 and the offer is less.
I have paid in excess totalling $247.46 for 3 billing period past the expiry of fixed rate.
The amount offered is only for 2 periods and does not take into account the bill for Dec -Jan.
Sincerely,
[redacted]

From: [redacted] Sent: Wednesday, August 13, 2014 8:56 PMTo: [email protected]: Re: Complaint #[redacted]
 
I want to inform you that this complaint has been resolved.  North American Power is mailing us an accommodation check for $100.  Thank you for your assistance!
[redacted]

Complaint: [redacted]
I am rejecting this response because:
This is to advise that I did in fact respond to the last email and did not accept what NAP gave for an explanation on the amount they claim is due. We still dispute this matter and do not feel we owe this amount. We believe the issue they have for payment lies with our supplier PSNH as we were paying them per a payment plan and to the best of our knowledge and belief that was all paid.
 
Sent from [redacted]

Sincerely,
[redacted]

Hello, Complaint # [redacted] The satisfaction...

of our customers whether current, potential or former means a great deal to us here at NAPG. Therefore, we do our best in order to amicably address a customer’s concerns or grievances. After a thorough review of our email inbox history and [redacted] account, the referenced cancellation email in question was retrieved. However, due to a clerical error, the drop request for [redacted] account was not properly processed. Therefore, as a means to rectify this issue [redacted] will be issued a refund in the amount of $107.34. This refund was calculated by, determining the difference between the variable rate he was charged and what he would have paid at his Utility’s price-to-compare on his 11/15/2016, 12/15/2016 and 1/17/2017 billing cycles. [redacted] refund will be issued in the form of a check and should be received within the next 10-15 business days. We truly apologize for any inconvenience or frustration Mr. White might have experienced. However, we hope that this response has meaningfully addressed all of his concerns. As always, should you have any further questions please feel for to contact us directly. Sincerely, Compliance Department [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

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.
In the interest of
customer satisfaction, we are sending the customer a check in the amount of $213.26,
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 two billing cycles.
We have been continuing to attempt to contact the customer to discuss their concerns, but have so far been unsuccessful. 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.

Classic bait and switch. They claimed to be cheaper than [redacted], I saved during promo and now paying 40% more on my energy bill than [redacted]. They never warn you about the significant pay increases to energy costs.
Thanks North American; becuase of your shady practices, I'll never switch from my utility provider.

Our Account Specialist sent the following email to the customer:
 
Hello Mr. & Mrs. [redacted],
 
You were enrolled into the fixed, however, the fixed rate expired and defaulted into the variable rate.
class="p1"> 
With regards to the higher-than-usual variable rate that you received last month, wholesale electricity costs have been astronomically high in Maryland this winter—in fact, they've been high throughout New England, the mid-Atlantic, and the Midwest.
 
The exceptionally cold weather this winter has resulted in a very high demand for electricity and gas, causing the rates to spike. In fact, the highest winter demand day ever was recorded in January.
 
We understand your frustration, as a way to provide some relief a courtesy accommodation will be made. Below you will find the breakdown of this accommodation:
622312 - Electric
-       3/07-4/08 - $18.72
-       Difference at the utility’s rate to compare
 
Total refund $18.72
 
The accommodation should be received within 14 business days.
 
Please contact me at [redacted] if you have any questions or concerns.
 
Thank you,