North American Power

Company Response to Complaint:
 
It is NAPG’s standard practice to notify its customers of their renewal options prior to the expiration of their fixed contract.  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. 
 
According to our records, [redacted] renewal letter was sent to her prior to the expiration of her fixed contract and in accordance with Public Utility Commission Rules.  
 
We regret [redacted] was dissatisfied and attempts have been made to reach her but to no avail at this time.  Further attempts will be made however, alternatively, the customer is encouraged to contact NAPG’s escalation hotline at[redacted] to speak directly with an escalations agent.  We look forward to an amicable resolution.
 
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 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 $147.52, 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, plus the welcome bonus for both accounts.
The customer has a service end date with us for electricity of 3/6/14, and the customer will receive a rate of 9.09 cents/kWh for the final billing cycle. 
The customer has a service end date with us for gas of 4/7/14, and the customer will receive a rate of 45.90 cents/therm for the final 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.

Complaint: [redacted] am rejecting this response because:I had one phone call from NA Power - from [redacted] on march 6thHe told me he would get back to me with the final number I am due on Wednesday march 8ththe number he quoted me as settlement is about 400 less than I am due based on my own calculationsI also called the Compliance manager in the letter but also got no response from her as well
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 $300.60.
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.

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

Hello,
This email is in response to the complaint filed by [redacted]
We at NAPG take the
customer's claims very serious and are thoroughly reviewing MsAllen's account
to provide a reasonable response according to our reports. However, our
investigation into this
complaint has not concluded. Therefore,
we are kindly requesting a 5-day extension in order to provide a full response
based on our findings
We truly appreciate your patience and assistance with
this request
If you should have any questions or
concerns, please do not hesitate to contact us directly
Sincerely,
Compliance
Department
North American Power

We appreciate [redacted]'s comments.
 
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
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 $332.03,
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.

Hello,
([redacted])
NAP
takes the satisfaction of both our customers and our potential customers very
seriously, we truly apologize for
the challenging experience the customer may
have had with NAP.
However,
we're happy to inform you that all the customer's issues have been addressed
Within the next 10-business days, the customer will receive a check in the
amount of $50.00, which will be a substitute for the $welcome bonus Visa
gift card that was never received.
The
early termination fee that would have been assessed has been waived, and
lastly, for the final months of service the customer will be rerated at the
rate of $0.1139/kWh
We
encourage the customer to contact myself directly at [redacted] with any additional questions or
concerns.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because:When I visited the website to renew my fixed rate, I entered my account number therefor they knew I was already a customer of theirs, also the website form did not state for new customers only. As for not contacting them, I was contacting them, when I filled out the online form. There is no where that states I must call them.The email I received did not state that my enrollment was declined, it stated that with the next meter reading a contract would start with 6.99 costIf it was rejected, then I should of got an email stating this was for new customers only and that I did not qualify. Below is the email showing my order confirmation.Your Order Confirmation from Choose Energy ChooseEnergy.com Nov 13, 2014 To me Your Order Confirmation from Choose Energy Your order confirmation from Choose Energy Dear [redacted] You are on your way to switching energy suppliers and saving money on your energy bills! Below are the details of your order: Supplier: North American Power Plan chosen: greenelectric™ Fixed - 6 Months Service address:[redacted]Documents:Environmental Disclosure | Terms of Service Customer ID: [redacted] Now what? We have delivered your information to North American Power and they will complete your enrollment to switch energy suppliers. Please contact Choose Energy at ###-###-#### or [email protected] if you have any questions. Please note: In the state of Ohio the account migration process can take 30 to 45 days to complete. If during this time you have questions about your account, please contact North American Power directly @ ###-###-####. Want to keep saving? Be sure to sign up for a Choose Energy account, and you'll have all your energy plan documentation in one place as well as get seasonable tips to help you save more on your energy bills. Sign up now. Become a Choose Energy Ambassador Did you know that you can save money for your friends and make money for yourself simply by referring Choose Energy? Reap the benefits and rewards when you become a Choose Energy Ambassador and share Choose Energy with your friends and family. Learn more about becoming a Choose Energy Ambassador. Thank you, The Choose Energy Team More Information FAQCompare and SaveContact Us[redacted]
[redacted]
[redacted] Copyright © 2013 ChooseEnergy.com. All rights reserved. This email was sent to [email protected] and is a service message related to your use of Choose Energy. Please see the Terms of Use and Privacy Policy. Thank you for checking into this, I see all the reviews where they have done this all the time. I just dont want to be the next person, that has been given false information. This has cost me over $1200.00 in electric, by falsifing my enrollment, because I could of enrolled with some one else, if I did not get this email.
Sincerely,
[redacted]

Hello, Rebuttal - [redacted] – Complaint# [redacted]
With regard
to the factors which determine a customer's variable rate. These
components can differ based on market conditions – which can range from the
procurement in RTO-administered and/or other short term markets, as well as the
costs for supply and associated products that NAPG is required to meet for
electric generation supply (including, without limitation, energy, imbalance
energy, losses, capacity, transmission and ancillary services)
Despite [redacted] enrolling onto a variable rate plan with us and
being charged accordingly, the courtesy accommodation in the amount of
$will still be issued to the customer.
Contact has been made with the customer and he has been inform him of
this
Should you
have any further questions or concerns, please do not hesitate to contact me
directly
Sincerely,
Compliance
Department
North American Power and Gas, LLC

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 $367.11,
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 three billing cycles. 
  
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.

As the other reviews make clear, be prepared to be robbed by these people. DO NOT do business with them. I got hooked in with a low rate, which automatically tripled when the term expired, despite my calls to them. As I write this, I am waiting on hold to complain, but nobody is picking up. There is a reason there are lawsuits and other actions being taken against them in other states. DO NOT do business with them!!

Complaint: [redacted]
I am rejecting this response because:
Expect North American Power
and Gas, LLC (NAPG) to refund the overcharged $ 2,857.63, in compliance with laws and applicable wholesale price index based pricing. 
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]

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]

Here is our Account Specialist's summary of our proposed resolution with the customer:
 
I called out to the 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. All ETF's will be waived and a $50.00 courtesy accommodation, in lieu of a Welcome Bonus, should be received within 2 weeks.

Upon receipt of this complaint, our Account Specialist sent the following email to the customer:
 
Hello [redacted],
 
We at North American Power understand your concern, and I’ve further reviewed your account - With that said, below you will find a summary of the additional accommodation that will be made:
 
395838 - Gas
-       5/08-6/07 - $10.74
-       4/07-5/08 - $26.43
-       3/10-4/07 - $66.48
-       Difference at the utility’s rate to compare
 
Total refund $103.65
 
The accommodation will be issued to you in the form of a check and should be received within 14 business days.
 
Your gas account is no longer enrolled with NAP and will not incur any further charges.
 
Please contact me at [redacted] for any questions or concerns.
 
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 $218.59,
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 three billing cycles. 
  
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.

Complaint: [redacted]
I am rejecting this response because: North American charged more than 200% of the standard offer. I should be able receive a refund for $175.00 for last 3 months.
Sincerely,
[redacted]