North American Power

Upon receipt of this customer follow-up, we sent the following email to the customer, via our Account Specialist:
 
Hello Mr. & Mrs. [redacted],
 
We at North American Power understand your concern, and I’ve further reviewed your account - With that said, below an additional accommodation will be made. Below you will find a summary of the accommodation issued:
 
209877 (Electric)
-       Dating back to the inception of your enrollment (This excludes the $130.15 that has already been issued)
-       Difference at the utility’s rate to compare
 
Total electric refund: $559.42
 
The accommodation will be issued to you in the form of a check and should be received within 14 business days.
 
Your account is no longer active and will not incur any further charges.
 
Please contact me at [redacted] for any questions or concerns.
 
Thank you,

Hello,
Complaint # [redacted]
We take all customer claims very serious and thoroughly review a complaint in order to best address the questions or concerns a customer might have.  Typically, a customer's dispute can be caused due to an error or misunderstanding of some sort. However, we are always eager to work together with the consumer in order to fully understand the nature of their grievance, that way their issue is resolved promptly allowing us to provide a great customer experience.  In [redacted]'s case, not only was his dispute addressed, he was issued a courtesy accommodation - which by all accounts has been honored. 
Attached you will find the following: (1) a copy of the customer's courtesy accommodation check that was mailed and (2) a copy of the customer's tracking receipt for his package containing the mentioned courtesy accommodation check.
Should you have any additional questions, please do not hesitate to contact us directly.
Sincerely,
Compliance DepartmentNorth American Power & Gas, LLC

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]

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]

black;">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 has
had with NAP.
 Attempts
have been made to contact the customer, but to no avail. In the interest of
customer satisfaction, we are sending the customer a refund check in the amount
of $201.64, which is the difference between the variable rate the customer was
charged and what they would have paid if they were charged at the utility’s
rate-to-compare for the last three billing cycle, and also includes $50.00 to
substitute for the welcome bonus.
 Lastly,
the customer has been enrolled into NAP’s $0.0799/kWh 3-month fixed rated,
which will be reflected on the customer’s next invoice.
 We
encourage the customer to contact me directly at [redacted] with any additional questions or
concerns. 
 -[redacted]
 [redacted], Regulatory Compliance Analyst
North American Power
[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

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.
According to our records, [redacted]s rate change request was processed and took effect as of his Jan - Feb 2015 bill cycle.  Any rate change requests are processed pursuant to the utility's rate change timing rules and therefore could indeed take 1 to 2 bill cycles to take effect.  Per NAPG's customer interaction logs, [redacted] was provided with this information on 12/18/2014. 
Concerning cancellation, if [redacted] opts to cancel supply with NAPG, the company will waive any early termination fees associated, as a courtesy to the customer. 
 
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

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

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 $652.46,
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 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.

Complaint: [redacted]I am rejecting this response because:
While I am grateful that Northeast power did make the adjustment towards the first bill, it does not address the fact that I still could not change suppliers until the NEXT billing cycle. This billing cycle they are charging an even more inflated rate, more than double the original locked in rate. Because of Northeast's error by not sending out the letter, I am in effect at the mercy of what they bill and hope they will make good on the next and final bill.  
Since they currently offer 8.99 cents per kwh, I would be willing to pay that amount on my final bill. I do not believe that I should have to pay a highly increased rate or have to lock in with them for another 6 months because of their error. I believe that is more than fair for all the trouble and added time incurred trying to straighten this out.Sincerely,[redacted]

DO NOT DO BUSINESS WITH THIS COMPANY! I was in a 6 month contract with them as my electric supplier. My rate was .0699 cents per kilowatt. They did not notify my in any way at all that the contract had ended. Instead, they just bumped up the rate to their own "variable" rate of .01399 cents per kilowatt. My electric bills were double what it should have been for January and February....two of the coldest winter months in Ohio. I called to see if they would credit some of it, but they outright refused. I'm still paying for it. I've seen that this company has had a lot of complaints. Many of which still have not been resolved. I wish I would have read some reviews before doing any business with them. I think what they are doing is certainly unethical and probably illegal.

Hello,
Complaint# [redacted] - Rebuttal)
Mr** was enrolled into a 6-month $0.0699/kWh
fixed rate which was supplied to its entiretyOur records indicate that the
fixed rate expired and defaulted to the variable rate, because the customer did
not contact NAPG to cancel or to renew his rate after the mailing of his
renewal letters for both accounts
Attached you will find Exhibit A & B:
both the renewal letters that were mailed to the customer
Keep in mind, the customer was charged accordingly,
but was issued an accommodation in the amount of $on 3/11/This
accommodation was calculated at the difference between the variable rate the
customer was charged for both his accounts and what he would have paid if he
were charged at the utility's rate-to-compare for his 1/5/– 2/3/
billing cycle (both accounts)
The customer claims the accommodation which was
issued was incorrectly calculatedUpon reviewing the customer's cost summary
provided, his calculations were based off the $0.0669/kWh fixed rate which
expiredNAPG's calculations were based off the utility's rate-to-compare for
the customer's 1/5/- 2/3/billing cycle
Mr** references his final billing cycles with
NAPG and expresses his displeasure with being charged at the variable while he
waits to be transitioned back to his utility companyBear in mind, the
supplier can not determine the start date or end date of a customer's account,
these decisions are made solely by the customer's utility provider
Although this customer has already been
accommodated and our records indicate the customer was charged accordinglyIn
the hopes to provide customer satisfaction - the customer will be re-rated at
the utility's rate-to-compare for his final billing cycles with NAPG
We ask that the customer contact NAPG's customer
care department when he has received his billing invoices following after his
1/5/- 2/3/statementHe will then be issued an accommodation at the
difference of the utility's rate-to-compare for the invoices that apply until
his accounts are no longer supplied by NAPG
Should you have any further questions or concerns,
please do not hesitate to contact me
Sincerely,
Compliance Department
North American Power and Gas

Complaint Information:
...



Upon receipt of this complaint, our Account Specialist sent the following email to the customer after being unable to reach them via phone: Hello Mr. & Mrs. [redacted] We at North American Power understand your concern, and I’ve further reviewed your account - With that said, below an additional accommodation will be made. Below you will find a summary of the accommodation issued: [redacted] (Electric) - 1/21-2/21 - $302.78 - 12/19-1/21 - $185.50 - Difference at the utility’s rate to compare Total electric refund: $488.28 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,

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,
([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]

Hello,
Complaint#
[redacted] – ([redacted]
[redacted])
The
following written response is made pursuant to the complaint filed by Customer,
Alexander [redacted] against North American Power and Gas, LLC ("NAPG")In the complaint,
the customer expresses frustration regarding their supply charge and rates.
To begin, this customer initially
enrolled into a 6-month $0.0789/kWh fixed rate that expired and defaulted to
the variable rateAs 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 planAdditionally, as stated in the terms,
if the customer takes no action, their account will default back to the
standard variable rate plan.
Although this customer was charged correctly, in the spirit to
provide customer satisfaction, an accommodation in the amount of $will
be issued to Mr[redacted]This accommodation was calculated at the difference
between what he paid with us and what he would have paid, if he was charged at NAPG's
current 8-month $0.0929/kWh fixed rate for his 1/23/– 2/19/billing
cycle
The customer requests that we apply a fixed rate to his account
immediatelyAt the moment, the fixed rate mentioned above is NAPG's present
fixed rate and we would be more than happy to apply this rate to the customer's
account going forward, however, the customer must call into our customer care
department in order to complete a verification agreeing to the terms of the
fixed rate
Should you have any further questions or concerns, please do not
hesitate to contact me directly
Sincerely,
Compliance
Department
North American Power and Gas

Hello,
[redacted] - Complaint # [redacted]
We
at NAPG take the customer's claims very serious and have diligently
investigated Ms
[redacted]'s account to provide a reasonable response according
to our reports
Please note that within the terms of service, it indicates
that the customer must email or mail the request form and a copy of their first
month's bill for the applicable account showing North American Power and Gas,
LLC as the supplier within days of the date of the customer's first bill
(the "Expiration Date")
Based
on the customer's account details, we do show that a $welcome bonus was
mailed to the customer, however, we are awaiting confirmation from our
promotions department to verify if the welcome bonus which was mailed to the
customer in the form of a [redacted] gift card was activated and used
In
the interim, in the hopes to provide customer satisfaction; an accommodation in
the amount of $will be issued to the customer as a substitute for the
alleged welcome bonus that has not yet been received. This accommodation
will be mailed to the customer in the form of a check and should be received
within the next 7-business days.Should you have any further questions or concerns, please do
not hesitate to contact me directly
Sincerely,
Compliance Department
North American Power
[redacted]
T ###-###-####
F ###-###-####

Hello,
This email is in response to the complaint filed by [redacted] – [redacted]
We at NAPG take the
customer's claims very serious and are thoroughly reviewing Ms[redacted]' 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 4-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

Hello,
[redacted] - Complaint # [redacted] As of today (1/28/2016), Ms. [redacted] 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 Ms. [redacted]
had an adverse experience and hope this response has meaningfully addressed her complaint.  Should you have any further questions or concerns, please
don’t hesitate to contact me directly.
Sincerely,
Compliance DepartmentNorth American Power & Gas, LLC

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, if I continue to receive more calls after the 72 hour period stated in the response I will re-open this complaint and escalate it further to the proper state authorities.
Sincerely,
[redacted]