North American Power

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. 
Variable rate plans offer customers the
flexibility to make changes to their account as their energy needs change,
without incurring any penalties.  However, this rate plan is also subject
to price fluctuations based on energy market conditions and other price related
factors.  That being said, rates can go higher or lower than the local
utility in any given month and savings are not guaranteed.
Nevertheless, to remedy the matter,
attempts are being made to contact the customer to discuss his complaint. 
As an alternative, he is encouraged to contact NAPG’s escalation hotline at [redacted] ext. [redacted] to speak directly with an escalations agent.  We look forward to an amicable resolution.Sincerely, 
Compliance
Department
North
American Power and Gas

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 Ms. [redacted],   [redacted] (Complaint# [redacted]) – Rebuttal   Although Ms. [redacted] was promised to be re-rated for her final billing cycle with NAPG, the rate in which she was supplied to for her last billing invoice was lower than the rate she would have been charged, if she were being supplied by her utility provider.   Ms. [redacted] has been issued a refund in the amount of $773.62, but in her rebuttal claims she should have been issued a refund of $810.60. Despite the fact, our calculations are correct – in the hopes to provide customer satisfaction. Ms. [redacted] will be refund the difference between the two amounts which is $36.98. This accommodation should be received within the next 7-10 business days.   Several attempts have been made to contact Ms. [redacted], however, these attempts have been unsuccessful.   Should you have any further questions or concern, please do not hesitate to contact me directly.   [redacted]

Hello,
This
email is in response to the complaint filed by [redacted] Complaint #[redacted]
According
to our records, [redacted] enrolled with NAPG on 3/22/onto a 6-month$0.0669/kWh
fixed term - which was supplied to the customer for the indicated
term
length. As a standard, NAPG sends renewal notices to advise customers of
when their fixed rate contract is 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.
Attached
you will find the renewal letter that was mailed to the customer.
As
of 2/11/2016, [redacted] account will no longer be enrolled with NAPG and will
not incur any additional supply charges beyond this date
Should
you have any further question or concerns, please do not hesitate to contact me
directly.Sincerely,Compliance DepartmentNorth American Power & Gas

The following correspondence is made in
response to the complaint made with the Revdex.com against North American Power and
Gas (“NAPG”) by [redacted].  In the
complaint [redacted] states he never...

received his renewal notice concerning his
fixed rate contract and seeks reimbursement for the difference in variable rate
charges.
To provide a little background, it is NAPG’s
standard practice to notify all of its customers of the impending price
increase and encourage those customers to contact the company to enroll in a
fixed rate plan that would offer then greater price certainty.  According to our records, [redacted] was
issued two renewal notices; the first notice was sent on 4/22/14 and the 2nd
reminder notice was sent on 5/28/14. 
Based on the customer’s account details, no action was taken by the
customer to renew the fixed rate offer and therefore his account defaulted to a
variable rate plan.
 [redacted] contacted the company on Oct. 6th
& 7th with concerns about the variable rate.  Each time the customer was advised that the
company issued him 2 renewal notices which provided his rate options and a
reminder of the date his contract would expire. 
Since [redacted] stated he did not receive the notices, he was therefore:  1) provided with renewal rate options
available at that time; 2) he was offered an adjustment to the rate on his last
bill cycle; and 3) offered a $25 visa gift card.  [redacted] declined the resolution proposed by
the company and requested to cancel service. 
The customer was then advised that it would take 1 to 2 bill cycles for
cancellation to take effect, based on a date determined by the customer’s local
utility company.
We regret the customer was dissatisfied with
our service and hope this response has meaningfully addressed this complaint.
 
Regards,
Compliance Department
North American Power and Gas

Hello,Complaint# [redacted] ([redacted])We at NAPG take all customer claims seriously and diligently review each case to provide a reasonable response based on our records.As of 2/19/2015, our account specialist assigned to this matter has had extensive contact with the customerAll the
customer's concerns have been addressed and resolved.In the spirit to provide customer satisfaction, the customer was issued an accommodation in the amount of $- which was calculated at the difference between what the customer paid with us for their supply and they would have paid if they were charged at the utility's rate to compare for the customer's 12/10/- 1/8/and 1/8/- 2/5/billing cycles.Also, the customer was informed she would be re-rated for her final billing cycle with NAPG. On 3/13/2015, the customer received an additional accommodation in the amount of $- which is the difference at the utility's rate to compare for the customer 2/5/- 3/10/billing cycle.The customer's account is no longer enrolled with NAPG and has not incurred any further charges beyond the date of 3/5/2015Should you have any further questions or concerns, please do not hesitate to contact me
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.
They are refunding me the amount of overcharge.
Sincerely,
[redacted]

Here is our Account Specialist's summary of our attempted resolution with the customer:
 
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  $ 23.37 should be received within 2 weeks. I provided our direct line if the customer has any further questions or concerns.

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.

Our records indicate that the customer was on our fixed rate, but then moved to our variable rate upon the expiration of their fixed rate term, per the original agreement. 
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 $231.71,
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 four 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.

Revdex.com:
I have researched the tracking documents attached to North American Power's response to my latest comment regarding this issue.  The refund check was not picked up by [redacted] until 5/12/16 and is currently located at the local [redacted] office in [redacted].  I am confident that this refund check will be delivered in the next 2 days.
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:
Date Sent: 3/23/2015 10:40:04 AMFirst of all they credited my statement and then charged me AGAIN for the .1799 kw rate when I just got the bill last week. When I spoke to the representative he checked in the computer system and NEVER saw a renewal letter sent to me and didn't know why. Perhaps they should monitor that phone call that took place and they will hear the conversation about me checking on why I never received notification of the increase. That is a downright lie that I was informed and that is why I would like them to review that phone call and see that I had a discussion with the representative and asked him why I didn't receive the notification of such a substantial increase. I have never in my life seen an increase that high which makes me wonder about them and which also made me make the decision to switch back to my original carrier. The attached bill indicates the adjustment from the previous month and then a charge with the same high rate for the current month.

Our Account Specialist sent the following email to the customer:
 
Hello Mr. & Mrs. [redacted],
                  
North American...

Power apologizes for the rate error.
 
I’ve investigated this matter and a refund in the amount of $107.12 will be issued – the difference at the promised fixed rate, which was not applied on the 3/13-4/12 ($45.76) and 2/13-3/13 ($61.36) invoices.
 
This refund check should be received within the next 14 business days.  
 
Rest assured that this issue has been resolved and the fixed rate will be applied on your next invoice.
 
As always, you’re more than welcome to contact me at [redacted] to discuss any questions or concerns.
 
Thank you,

Hello,Rebuttal: [redacted] – Complaint # [redacted]It is truly unfortunate that [redacted] continues to express his displeasure with the service he has received. We at NAPG take all customer claims very serious and strive to provide the best experience to all customers including those who have filed a complaint against us. To do so, we diligently review the customer’s dispute and account on file in order to provide a reasonable response according to our findings once we have concluded our investigation. For that reason, this email is in response to the complaint filed by [redacted] against North American Power and Gas, LLC (NAPG); in which the customer claims he was switched to a variable rate without his knowledge, and we refused to credit and cancel his account.Based on [redacted]’s account history we show that he enrolled with NAPG on 12/17/2014, and agreed to a 12-month $0.5490/CCF rate plan that began on 1/21/2015. The specified fixed rate was supplied to the customer for the indicated term length. In addition to this, the customer received an additional 4 billing periods at the mentioned fixed rate after his rate agreement had expired. Hence the customer realized a 16-month fixed term rather than a 12-month. As a normal practice here at NAPG, any customer enrolled onto a fixed contract will be mailed a renewal notice(s) advising them of the pending expiration of their rate agreement and encourage them to contact us to renew their rate plan prior to its conclusion. As stated in these terms, if the customer takes no action, their account would default to a variable market rate.Per [redacted]’s text in the summary section of his complaint. He confirmed that he was enrolled onto a fixed rate, but towards the term’s expiration he elected to renew his rate via the web through an Energy rate board.  Regrettably, in doing so, the customer did not follow the proper rate renewal protocols that were provided within the renewal letter mailed to him prior to the end of his fixed agreement (please see attachment).  The mentioned renewal letter instructs the customer to contact NAPG by phone, or to access their account online at napcustomer.com in order to make any rate changes by a specified date; in the customer’s case the cutoff date was 1/15/2016.  When a customer follows these specific renewal notice guidelines, it ensures that any rate changes made by them will take effect seamlessly after the conclusion of their current fixed term (at the time).The results of [redacted]’s actions caused his request to be submitted as a “new customer” enrollment rather than a renewal request - which ultimately was rejected in our system as a duplicate account.  This is due in large part to our enrollment system deeming [redacted] to having an already enrolled and active account with NAPG, and thereafter, attempting to facilitate a rate transaction on the Energy rate board which happens to be a third party site that is not meant for (active) customers who are enrolled with suppliers to handle business related transactions with their respective supplier.Therefore, a refund/credit is not and was not warranted. However, with the hopes to provide customer satisfaction, [redacted] was issued a goodwill refund in the amount of $199.19 – which was calculated at the difference between the rate he was charged for supply with us and what he would have paid at his Utility’s rate-to-compare for his past 4 billing periods. This accommodation will be issued to the customer in the form of a check and should be received within the next 10-14 business day. As of 5/18/2016, [redacted]’s account has been cancelled and will not incur any additional supply charges from us beyond this date.We hope that this response has provided more clarity regarding the [redacted]’s concerns, and meaningfully addressed his rebuttal. Should you have any further questions or concerns, please do not hesitate to contact us directly.Sincerely,Compliance Department North American Power & Gas

Their attempt to explain charges by market condition factors is ridiculous. Let them support how these rates are arrived at. All one has to do is look at the rates North American Power has advertised over the past 2 years and you will see that those rates have come down, not more than doubled. Their practices are fraudulent and they have had multiple class action suits against them in various states, and I plan on pursuing doing the same in NJ. For the Revdex.com to not have references to these lawsuits is a failure on its part to properly present to the public this companies business practices.
 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Our Account Specialist sent the following email to the customer, after being unsuccessful in contacting them via phone:
 
Hello Mr. & Mrs. [redacted]
 
You were enrolled into the fixed, however, the fixed rate...

expired and defaulted into the variable rate.
 
With regards to the higher-than-usual variable rate that you received last month, wholesale electricity costs have been astronomically high in New Jersey 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:
 
Electric - 211048
-       $95.11 - 3/06-4/04
-       $118.69 - 2/06-3/05
-       Difference at the utility’s rate to compare
 
Total refund $213.80
 
The accommodation will be issued to you in a check and should be received within the next 14 business days.
 
As always, you’re more than welcome to contact me at [redacted] to discuss 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 $140.88,
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.

Our Account Specialist sent the following email to the customer:
 
Hello Mr. & Mrs. [redacted]
 
With regards to the higher-than-usual variable rate that you received last month, wholesale electricity costs have...

been astronomically high in Connecticut this winter—in fact, they've been high throughout New England, the mid-Atlantic, and the Midwest.
 
In Connecticut, the issue has been two-fold—extremely cold weather, and a lack of adequate natural gas pipeline capacity to meet the increased demand in the winter months.
 
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:
 
244656 - Electric
4/09-5/13 - $59.12
3/12-4/09 - $214.24
Difference at the utility’s rate to compare
 
Total refund: $273.36
 
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] if you have any questions or concerns.
 
Thank you,

Our records indicate that the customer moved to a variable rate after their savings period under our Guaranteed Savings plan expired, per the terms of the original agreement.
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 $228.00, 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.