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 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 $533.20, 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 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, S[redacted], directly at [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]

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.

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

Complaint: [redacted]
I am rejecting this response because:I am attaching a copy of the letter which my husband received at our home address offering us 8.99c/kWh for our electricity through the end of 2015.  Nowhere on this letter does it say we must currently be an [redacted] customer to get this rate, although it does use [redacted] as an example.  After reading all the complaints to the BBC and all the negative comments on NAP's own [redacted] page, I no longer want to be a NAP customer.  However, I would like to see their advertising changed to make it clear just who is, and who is not, entitled to take advantage of their future offers.
Sincerely,
[redacted]

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,

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 $315.17.
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.

Hi:I just spoke with [redacted], which explained that it "transferred the charge" of $17.43 to NAP, meaning that it is no longer billing me for it, and NAP would have to come after me for it.  NAP had not yet done so, however it still takes the position that I owe the money.  Therefore, I...

continue to wish Revdex.com's assistance.Thanks so much,[redacted]

Company Response to Rebuttal: 
We regret any inconvenience [redacted] may have experienced with regard to her service.  Its possible a miscommunication occurred between [redacted] and a previous agent she spoke with which resulted in a misunderstanding.  To avoid any further inconvenience to[redacted], the company has made the necessary adjustments to her charges resulting in a reimbursement in the amount of $398.57.  Contact was established with [redacted] and she was advised of this information.
We hope this response has meaningfully addressed this complaint.
Sincerely,
Compliance Department
North American Power and Gas

Our records indicate that the customer's Third Party Verification call had failed our backend quality control measures because at least we did not have a "yes" answer to at least one question on the recording. We are required by state regulations to get verbal authorization from the customer on...

enrollments done over the phone, so there was no way we could enroll this account. We do apologize for the inconvenience, and will send the customer a check in the amount of $100.00 as a token of our apologies. We can confirm that the customer is now on flow with us, with a start date of 7/15/14.

Light",sans-serif>Hello,
This is in response to filed by [redacted] -
Complaint # [redacted].
NAPG does not take complaints of this nature lightly nor will it be
toleratedImmediately after being informed of this matter the agent who
enrolled Ms[redacted] account was terminated, and all active employees partaking
in the door-to-door sales channel were made aware that this type of behavior
will not be accepted, and if found that one has inadequately provided potential
customers with erroneous information, they too will be dismissed from their
duties and their employment terminated
Ms[redacted] (2) accounts that were enrolled with NAPG have both been
cancelled and will not go on flow with NAPG
We deeply apologize for any inconvenience Ms[redacted] may have experienced
and hope this response was meaningful and addressed the customer's concerns
Sincerely,
Compliance Department
North American Power
Glover Ave, Third Floor,
Norwalk, CT,
T
F

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 $229.57,
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 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.

Upon receipt of this complaint, the following email was sent to the customer by our Account Specialist:
 
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 refund will be issued to you. Below you will find the breakdown of this refund:
 
Electric
1/22-2/20 - $70.83  – The difference at the utility’s rate to compare
 
Total: $70.83
 
The refund 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,

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.   However, I'll fully accept this resolution when the check clears and when I do not see any other bills from North American Power.  Until such time, I'm waiting for this to settle out completely.
Sincerely,
[redacted]

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 him on 10/15/2014, prior to the expiration
of his fixed contract and in accordance with Public Utility Commission Rules.  Therefore, the company met its contractual
obligations to the customer.  We regret
if [redacted] does not recall receiving his letter.
With
regard to wait times, we certainly apologize for any difficulty the
customer experienced in reaching us.  It is possible he tried contacting
us during a time when the call volumes were high.  However the case,
customers have the option and are encouraged to leave a message and a customer
service agent will promptly return their call.
As a resolution and to provide [redacted] with some relief, NAPG contacted the customer and provided him an adjustment to his final invoice.  It is our understanding that this courtesy adjustment met his satisfaction and resolved his dispute.
NAPG remains committed to customer service and satisfaction and hope this response has meaningfully addressed this complaint.
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. 
While I do accept North American Power's efforts to resolve the situation, I want two things to be noted.  The first is that I never received any notification of the increase in rates, although they stated this information when I first spoke with them that they indicated that they did. 
Secondly, an individual by the name of [redacted] called me 2x, and left a message with their response on the second call. Here is where they indicated they would be giving me a refund based on [redacted]'s rates and that I should let them know on my next bill that they would make good on that as well.
I called them back, did not reach him, and left my own response, in addition to my cell phone number where I could be reached more conveniently. He returned the call again, on my house phone.  I tried calling him again, then he again returned my call on the house phone.
Again, I appreciate their efforts to resolve the situation, but I do not appreciate being misrepresented in my conversation or messages.
Thank you for your assistance.  I will attempt to reach them again, and will leave my cell phone number, again.
Sincerely,
[redacted]

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 the customer’s concerns have been addressed, and
the process in which the promised accommodations would be applied to her
account has been thoroughly been explained.
The
customer now understands how and where the credit can be located on her
invoices. 
Lastly,
the customer was issued an additional accommodation of $83.66, which is the
difference between what the customer paid with us for their supply and what
they would have paid to the utility at its rate-to-compare for the customer's
8/27-9/23 billing cycle. This accommodation will also be applied to the
customer’s account as credit.
We
encourage the customer to contact myself directly at [redacted] with any additional questions or
concerns.  
-[redacted]

[redacted], Regulatory Compliance Analyst
North American Power
[redacted]
[redacted]
[redacted]

To
whom it may concern,
Complaint# [redacted])
Please be advised that North American
Power & Gas is required to file rates with each utility setting the prices
to be charged to each customerDifferent costs go into the service of
customers for each area,
causing the prices to vary between utilitiesUnless a
specific rate is already registered with the utility, North American Power
cannot grant that rate to the customers that are requesting them.
Unfortunately,
some utility territories cross zip code areas and, as a result, marketing
efforts to new and former customers in a specific zip code sometimes reach
customers that are served by a different utility—as is the case for [redacted]
customers receiving marketing materials for [redacted] customersThese
marketing materials, however, clearly indicate that it was an offer for
[redacted] customers.
We apologize for any inconvenience that this may have
caused. We would like the opportunity to
obtain [redacted]'s business and look
forward to providing the electric supplyIf you have any other questions, you
may contact us at ###-###-####, Monday through Friday between the hours of 8:
AM – 6:PM EST
Sincerely,
Compliance Department

Complaint: [redacted]
I am rejecting this response because: I have spoken with [redacted] from North American Power Company on 2/23/15  in Customer Service. He called me and we settled on the company reimbursing me for the Two Months, December and January, that was a waiting period for switching back to [redacted] in which North American Power charged me DOUBLE the price of [redacted] while Natural Gas Prices were falling substantially. He offered to refund me a check of $489.00 which covers the loss for both months and I accepted that offer. He told me the check would be mailed withith 10 to 16 business days to my home address of [redacted]. I am happy this resolution between [redacted] on behalf of his company North American Power and myself.
Sincerely,
[redacted]