North American Power

Revdex.com: Thank you fro your assistance in this matter I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me North American Power could not be more accomodating and helpful in resolving this issue, and I will do business with them again Sincerely, [redacted]

Hello, This is in response to the complaint filed by [redacted] - Complaint # [redacted] We at NAPG take the customer’s claims very serious and have reviewed Ms [redacted] ’s account to provide a reasonable response according to our reports Based on our findings, we show that the promised accommodation check in the amount of $was mailed out Ms [redacted] on Wednesday, December 23, The USPS was the method used to ship said check to Ms [redacted] who happens to be a resident of ConnecticutTypically, the estimated time of arrival for an item mailed to an in-state resident is approximately 2-business days Therefore, Ms [redacted] should have already received her package However, since I am unable to verify with USPS if her letter was received, I attempted to contact her in order to confirm if she had received her accommodation check Regrettably, my efforts were unsuccessful and I was unable to reach Ms [redacted] In the interim, while attempts are still being made to reach the customer I have sent a request to our accounting department to verify if Ms [redacted] ’s has signed and cashed the check that was issued to her Once I have received news that the check was cashed or even if it has not been , your agency will be immediately provided with an update We surely wish there was more we could doIf you should have any additional questions or concerns, please do not hesitate to contact us directly Sincerely, Compliance Department North American Power [redacted] T ###-###-#### F ###-###-####

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 will still note though that I have in writing on November 19th an email notifying them of their incorrect addressAlso, I spent many phone calls explaining that too and yet, the check was still mail over a month later to the wrong addressThe amount of time and the shear volume of emails and phone calls and contact with the Revdex.com has been exhaustiveI have finally received the check that I was due months ago and spent well over $of my time trying to retrieveI continue to be disgusted with this company and will cancel as soon as my contract is up and will be sure to notify others of my experienceThank you very much to the Revdex.com for helping me retrieve the money that was due to meHowever, I would greatly appreciate if their Revdex.com rating is downgraded so that other people can be warned Sincerely, [redacted]

v\: [redacted] o\: [redacted] w\: [redacted] Hello, Complaint# [redacted] - Alan Cormello NAPG takes the satisfaction of both our customers and our potential customers very seriously, we apologize for the challenging experience the customer has had regarding their enrollment The charges/fees customers of [redacted] in the state of [redacted] are being assessed is not considered a 'switch fee' [redacted] does not assess a switch fee, however, the customer may incur a Standard Offer Billing Adjustment by the utility, which is labeled as [redacted] *** on their bill Keep in mind, since the utility changes their rate 2x yearly, they have to recoup the fees from their Standard Offer rate and actual market rates when a customer switches to a supplier This adjustment shows the fluctuation of the market and will either be a credit or a debit on the customer's billIt is typical, NAPG charges customers an early termination fee, if the customer decides to opt-out of their fixed term prior to its conclusionHowever, in Mr [redacted] case, the ETF that would have been assessed will be waived Should you have any further questions or concerns, please do not hesitate to contact me Sincerely, Compliance Department North American Power [redacted] F [redacted] / [redacted] Style Definitions */

Hello, ( [redacted] ) NAP takes the satisfaction of both our customers and our potential customers very seriously, we apologize for the challenging experience the customer has had regarding their fixed rate Regrettably, there seems to have been a glitch with our systems that affected the rate groupings of certain customer accounts One of these accounts happened to belong to [redacted] , however, several attempts have been made to contact this customer, to explain the reasons for the rate error, but all attempts have been unsuccessfulA corrective refund in the amount of $will be issued, which is the difference between what the customer paid with us for their supply and what they would have paid if they were charged properly at the fixed rate for the 9/16/– 10/16/billing cycle Lastly, the customer’s account is no longer enrolled with NAPG, and will not incur any further charges Should you have any further questions or concerns regarding this matter, please don’t hesitate to contact me directly Sincerely, Compliance Department North American Power

",sans-serif">Hello,This email is in response to the complaint filed by [redacted] ?" [redacted] According to our records, Mr [redacted] enrolled with NAPG on 2/11/2014, onto a 6-month $0.0649/kWh fixed rate plan.? As 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 plan Additionally, 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 Exhibits A & B: (A) the welcome letter and TOS that were mailed to the customer (B) the renewal notice which was mailed to the customer prior to the expiration of his fixed term As of 7/2/2015, the customer’s account has been cancelled with NAPG and has not incurred any further charges beyond this date.? Should you have any further questions or concerns, please do not hesitate to contact me directly Sincerely, Compliance Department North American Power & 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, Complaint# [redacted] ( [redacted] **) The following written response is made pursuant to the complaint filed by Customer, [redacted] against North American Power and Gas, LLC (“NAPG”)In the complaint, the customer claims he was not informed of the pending expiration of his fixed rate – which caused both his accounts to be subjected to the variable rate As 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 According to our records, the customer was mailed the mentioned renewal notice to both accounts, however, the customer never contacted NAPG to renew or cancel their account Although this customer was charged accordingly, in the spirit of customer satisfaction – the customer will be issued a total accommodation in the amount of $This accommodation was calculated at the difference between the variable rate the customer was charged for both his accounts and what they would have paid if they were charged at the utility's rate-to-compare for their 1/5/– 2/3/billing cycle (both accounts) Should you have any further questions or concerns, please do not hesitate to contact me 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 I would like to keep this open until we have received this check Sincerely, [redacted]

Hello, Complaint# [redacted] ( [redacted] ) We at NAPG take all customers’ claims very serious and have diligently investigated Ms [redacted] account to provide a reasonable response according to our records Based on the customer’s account details, Ms [redacted] was enrolled into a 12-month $0.0759/kWh fixed rateThe mentioned fixed term was supplied to the customer for the entire length of the contractAt the conclusion of the 12-month term, the customer’s rate 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 plan Additionally, as stated in the terms, if the customer takes no action, their account will default back to the standard variable rate plan Although our records show this customer was charged accordingly, in the spirit of customer satisfaction – an accommodation in the amount of $will be issued to the customerThis accommodation was calculated at the difference between what the customer paid with us for supply and what the customer would have paid if they were charged at the utility’s rate-to-compare for the customer’s 2/12/ – 3/18/and 3/18/- 4/9/billing cycles As of 4/9/2015, the customer’s account has been cancelled with NAPG and has not incurred any further charges beyond this date Should you have any further questions or concerns regarding this matter, please don’t hesitate to contact me directly Sincerely, Compliance Department / [redacted] Style Definitions */

Hello, This is in response to the complaint filed by [redacted] - Complaint # [redacted] In reviewing the customers’ enrollment, it was discovered that the rate was released internally before our Operations team received final confirmation from the utility that the rate was ready to “go-live” If the enrollment was sent to the utility immediately then the customer would have been enrolled on the incorrect rate Once we became aware of the issue, we reviewed existing protocols and implemented steps to ensure that our operation team is the last step in the Company’s rate release protocols The safeguards implemented will prevent early rate release, and subsequent filing of these rates on the rate board The enrollment request for this customer was submitted on 11/1/15, and it was confirmed that the customer’s supply with NAPG began on 11/5/ Please note the customer will receive the rate he contracted for and for the exact term he enrolled on with North American Power Also, we had mailed a letter to inform Mr [redacted] that his enrollment would be delayed, and the reason for the delay Should you have any further questions or concerns, please do not hesitate to contact me directly Sincerely, Compliance Department North American Power / [redacted] Style Definitions */ / [redacted] Style Definitions */

Hello, Complaint # [redacted] It was determined that [redacted] was enrolled onto [redacted] [redacted] program By doing so, his account was automatically enrolled onto a variable rate product with us Due to the stipulations of this program a customer cannot take advantage of any fixed rate plans offered by their respective supplier (***) In order for a customer to qualify for a fixed rate they would first have to contact their utility (***) and request to be removed from the ***, at that point they will be eligible to enroll onto a rate contractAs of 2/16/2018, [redacted] ***’s account has been cancelled and switched back to ***Should you have any further questions or concerns, please do not hesitate to contact us directlySincerely, Compliance DepartmentNorth American Power & Gas

Hello Complaint # [redacted] ( [redacted] ) Customer service and satisfaction are certainly of great importance to us and we regret that you have had an adverse experienceHowever, NAPG is not involved in any telesales campaigns in the State of [redacted] ***Also, upon further reviewing this complaint, Ms [redacted] indicates that “American Power & Gas” is the supplier which has been contacting her It is important to mention, that “ North American Power & Gas, LLC” (NAPG), and “American Power & Gas” are two different entities – therefore, this complaint does not seem to have been intended for NAPG Although this might be the case, the customer’s contact phone number and mailing address has been placed on our Do Not Call and Do Not Mail List Should you have any further questions or concerns, please do not hesitate to contact us Sincerely, Compliance DepartmentNorth American Power [redacted] ***T [redacted] F [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 weatherWe 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 $674.35, 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 pointsWe 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

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 weatherWe 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 $314.75, 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 pointsWe 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

The company has made attempts to reach [redacted] to discuss her concerns but to no avail at this time After a thorough review of her account it was determined that NAPG would issue [redacted] a reimbursement check for $to settle her disputeNAPG takes [redacted] ***'s claims very seriously, upholds its business practices and refutes the unethical claims made by the customer We regret any inconvenience she may have experienced and further attempts will be made to contact her We look forward to resolving this matter amicably Please accept our apology for the delay in this response however we ask that you update your records accordingly Regards, [redacted] Compliance Manager North American Power & Gas | [redacted] * [redacted] tel: [redacted] | fax:

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and accept their resolution of mailing a refund check for $ Below is the recent correspondence I had with NA Power If however, I do not receive the refund check in the next 10-business days, I will re-file a complaint Sincerely, [redacted] From: Stephan Alexis Sent: Thursday, September 11, 1:PM To: Ivee ; Customer Care Subject: RE: Revdex.com complaint Hello Ivee, The refund check should be received within the next 10-business days -Stephan Stephan Alexis, Regulatory Compliance Analyst North American Power Glover Ave, Third Floor, Norwalk, CT, T F From: Ivee [mailto:[email protected]] Sent: Thursday, September 11, 1: PM To: Customer Care; Stephan Alexis Subject: Re: Revdex.com complaint Attn Stephan, I have read your response via the Revdex.com website on 9/stating that you are sending me a check in the amount of $ Please advice when this check has been mailed out Once it is received, I will then “accept business response” via Revdex.com to close out the complaint Thank you, Ivee Stephens

Hello,This email is in response to the complaint filed by ***s Nelson - Complaint # [redacted] NAPG does not take complaints in which a customer claims they were misled at any part during their enrollment lightly nor will it be tolerated? It is clearly specified to all DTD representatives during their training that any form of misrepresentation or the manipulation of the specifics of our product will lead to immediate termination of one’s employment.? The DTD agent implicated in this complaint has been removed from the DTD campaign while we undergo a further investigation into this matter Mr***’s account with NAPG have been cancelled and will return back to his respective supplier.? Fortunately, the customer’s account never went on flow with usTherefore, he has not incurred any supply charges from us nor will he in the future We deeply apologize for any inconvenience Mr [redacted] might have experienced and hope this response was meaningful and addressed the customer’s concerns Sincerely,Compliance DepartmentNorth American Power & Gas, LLC

Complaint: [redacted] I am rejecting this response because:I am very easy to contactMy phone number is ###-###-####? And actually, a woman named Teresa from NAPower who I had been emailing with for the past couple months contacted me by telephone on January 5th to follow up on yet another email I had sent the company regarding this issue days earlierShe talked over me on the phone and would not let me get a word in edgewise and she also told me that a check had been mailed to me on December 23rdThis is despite the fact that I have an email from Teresa dated December 4th saying the check had been mailed then and that I should get it in a couple of daysAnd despite all the previous correspondence I have promising the same thingSo I absolutely do not accept yet another "check is in the mail" response from a nameless Compliance person who responded to my Revdex.com formBecause if it was in the mail I certainly would have received it by nowI check my mail every single day and have not had any issues with my mail in the pastMy address is: [redacted] ***And, coincidentally, I have not had a problem receiving a single North American Power electric bill in the mail since I first signed up with them several months agoYet this check remains elusive.? I still maintain that in order to resolve this issue that I be mailed a $check in a traceable envelope like [redacted] and be given the tracking numberI continue to be greatly disappointed with this company and plan to contact my local news station for assistance if this going down this avenue with the Revdex.com still continues to get me the same thing - NOTHINGI have multiple emails and phone records to prove that I've tried to resolve this issue over a DOZEN times with NO SUCCESS.? Sincerely, [redacted]

Upon receipt of this complaint, and after being unsuccessful in reaching the customer via phone, our Account Specialist sent the customer the following email: Hello Mr& Mrs***, 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 spikeIn 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 madeBelow you will find the breakdown of this accommodation: (electric) – - $– 3/01-4/ - $– 1/31-2/ Total refund (both accounts): $ The accommodation will be issued to you in a check and should be received within the next business days Your electric account is no longer enrolled with Nap and will not incur any further charges As always, you’re more than welcome to contact me at [redacted] to discuss any questions or concerns Thank you,