North American Power

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]

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]

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, 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.

We're happy to
inform you that all the customer's concerns have been addressed, and an
accommodation check in the amount of $133.37,
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 last billing
cycle.
We
encourage the customer to contact me directly at [redacted] with any additional
questions or concerns.
[redacted] Regulatory Compliance Analyst
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]

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.

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.

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]

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]

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.

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

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. The check was received today and has been deposited. Should any further issues occur with the next billing cycle, I will be sure to contact you again for support. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I have asked NAP to provide me with the documents that I signed to get onto their service plan. Initially, NAP refuted my calls and claims of wrong doing and said that it was me who opted for this variable rate plan. After repeated requests to send me the document and the voice record where I accepted this service, they have not provided me with the same. I see a wrong doing on their part to the degree of fraud and criminal behavior. I do not want NAP to grow their business on my money by wrongly putting me on a service in a fraudulent manner. They can not get away with such act by just compensating me with the extra charges that they have levied on me in the last 2 years. I am discussing the legal aspects of this fraud and hence I am rejecting this offer. I called their office again and have let them know that I am rejecting this compensation. Thank you.
Sincerely,
[redacted]

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,

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 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:
 
Gas - 397001
-       $31.05 – 3/22-4/22
-       $48.01 – 2/21-3/21
-       $178.51 – 1/22-2/20
-       Difference at the fixed rated ($0.5590/Therm)
 
Total refund $257.57
 
The accommodation will be issued to you in a check and should be received within the next 14 business days.
 
The fixed rate mentioned above will also be applied to your account for the final month of service.
 
As always, you’re more than welcome to contact me at [redacted] to discuss any questions or concerns.
 
Thank you,

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 5/13/2014.  Therefore, the company met its contractual obligations to the customer.  We regret if [redacted] did not receive his letter and apologize if he had an adverse experience.
 
And so, he is encouraged to contact NAPG’s escalation hotline at [redacted] to speak directly with an escalations agent if he wishes to further discuss this matter.  We look forward to an amicable resolution to his concerns.
 
Sincerely,
 
Compliance Department
North American Power and Gas
%

Complaint: [redacted]
I am rejecting this response because:
I received an email from [redacted] from North American Power & Gas on 3/19/2014. There are two reasons I have to reject his response:
1) He stated a refund of $437.77 within 14 days in his email to me, which is different from the amount of $601.77 in his response to Revdex.com.
2) The refund only includes over charge on gas and electricity. North American Power & Gas also charged me "adjustment fees" total of $200.80. I've asked them what the adjustments are all about, but they never answered my question. I believe they should refund me these 'adjustment fees' as well.
Attached is the email from [redacted], and my responses to him. Unfortunately, he hasn't replied any of my emails so far.
By the way, North American Power uses higher-than-usual variable rate as excuses for their rates, which I can hardly accept. I follow futures market regularly, and knew the natural gas price were  volatile this winter.
However, first, while the rates they charged me increased about 300%, the natural gas price didn't go up 300% this winter.
second,  the rates they charged me simply went from $0.5999 to $1.5999 for gas and from $0.0999 to $0.1999. How conveniently they just added '1' to their rates. If they want to cook numbers, they should've spent a little more efforts than just adding '1'.
third, even  if they could partially blame the market for volatile gas price, but that doesn't explain their higher rate on electricity.
Anyway, I cannot accept their response.
I really appreciate Revdex.com's efforts on protecting small consumers' interests. And I'm looking forward to more sincere and positive responses from North American Power & Gas.
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.  I received an email directly from the company, and emailed them directly. 
I asked that instead of issuing a check, that they credit my account.   I also wanted some type of guarantee that the charge that I will be receiving on my last billing cycle with them be a reasonable rate. To date, I have not received a response.
Sincerely,
[redacted]

Our Account Specialist sent the following email to the customer after being unsuccessful in reaching them via phone:
 
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 about the rates and Welcome Bonus, as a way to provide some relief a courtesy accommodation will be made. Below you will find the breakdown of this accommodation:
 
95005 - Electric:
-       $160.01  3/13-4/10
-       $285.78  2/11 – 3/13
-       Difference at the utility’s rate to compare
 
Total refund: $445.79
 
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,