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

[redacted] - Complaint # [redacted] (Rebuttal) Attached you will find a copy of the customer's refund check and tracking receipt for their shipment.Thank you,Compliance Department

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

Complaint: [redacted]
I am rejecting this response because:  the amounts provided are still a fraction of what would be reasonable.  I have replied directly both to the associate as well as the [redacted] with no response.  Earlier attempts to phone NA Power and was advised to e-mail to resolve issue.  Find below last correspondence:
 
[redacted]
Thank you for the consideration but I still do not understand how you are calculating 'difference at the utility's rate to compare'?  Even with the accommodation the rates charged during the period are not reasonable.  I would prefer to reach resolution directly with NAP versus pursue with Board of Public Utilities or other options.  Please advise.
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]

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 $154.85, 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.

When I was speaking to the rep, I was told that I would be saving money and being green. So I signed up. The final bill at my previous address was a month and a few days, all of which I was not living there, totaled over $200 two times what the electric company would have charged me. I called the company, I asked if there was anything that could be done. They just kept repeating the same sentence of "We're sorry but you signed up for the Green program and that's what we have in our system." I tried to explain again that I was told that I would be saving money, but there's no way to prove that is true. I'm very disappointed and I would go with another company.

Complaint:[redacted]
I am rejecting this response because:
1- HOW DID THEY NOTIFY ME ?????
2- WITH ALL COMP. I HAD IN THE PAST I ALWAYS GOT A PHONE CALL ABOUT STOPPING PLAN
3- WHEN I FIRST NOTICE THE CHANGE, I WENT ONLINE, THEY DIDN'T HAD ANY PLAN IN SIMILAR RATES AT ALL ONLINE (IT WAS MORE THEN A 1/3 CHEAPER ONLINE)
4- ALWAYS THE FLEXIBLE RATE IS 2-3 POINTS HIGHER OR LOWER THEN THE FIXED, NOT 2X THE THE RATE 17.99 INSTEAD OF 8.99-10.99 
5- THE SAME, THAT ESCO ARE ALWAYS WITHIN RANGE OF THE REGULAR SUPPLIER, IN THIS CASE NYSEG, WHICH WAS AROUND 5.99 ALL THE TIME 
THEY FOOLED ME , AND ALL MY FRIENDS THAT THEY ARE IN THE RANGE OF OTHER COMP., AND WITH FIXED I WOULD EVEN GAIN MUCH MORE, NOT ONLY I LOSE WHEN I WAS FIXED
AS NYSEG WAS THEN 5.99+/-, AFTER THAT THEY USED UP OUR MISUNDERSTANDINGS TO CHANGE IT TO 2 x THE RATE, NOT COUPLE POINTS HIGHER, (AND 3  x THEN OTHERS)
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 $334.18, 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 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], directly at [redacted] with any additional questions or concerns.

Hello,
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 yearUnfortunately, the customer's fixed rate expired and defaulted to
the variable rate for one month
Attempts have been made to contact the customer, but
to no availIn the interest of customer satisfaction, we are sending the
customer a check in the amount of $24.76, 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 billing cycle
Lastly, the account is no longer enrolled with NAP, and will not incur any further charges.
We
encourage the customer to contact me directly at [redacted] with any additional
questions or concerns.
[redacted] Regulatory Compliance Analyst
North American Power
[redacted]

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

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, assuming I'll get suggested refund 
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 e-mail from Business today promising that I will receive 
rebate within next two weeks and giving me $0.0549 / kWh for the next three
billing cycles. I consider this as a satisfactory outcome and complaint
being solved to my satisfaction.
 
Thank you very much for your assistance.
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.  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]

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 account
Our
records indicate, that the customer was enrolled into a 6-month fixed rate at $0.0999/kWh
As a standard, NAP 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, this was the case with Mr[redacted], however,
on 10/13/2014, a request was made by the customer in enroll into a 6-month
$0.1159/kWh fixed rate – which was approved and has been reflected on the
customer's 9/12/– 10/10/and 10/11-- 11/10/billing cycles
Several
attempts have been made to contact the customer to address their concerns, but
the attempts have been unsuccessful
In Although this customer was
properly charged for supply, In an effort to provide customer satisfaction, a
courtesy accommodation in the amount of $will be offered to the
customerThis concession will be issued for two months in which the customer was
charged at the variable rate, because their initial fixed rate expired and
defaulted to the market rateThe accommodation was calculated at the
difference between what the customer paid with us for their supply and what
they would have paid if they were charged at NAPG's fixed rate ($0.1159/kWh)
for the customer's 7/15/–
8/12/and 8/13/– 9/11/billing cycles
Should you have
any further questions or concerns regarding this matter or offered
accommodation, please don't hesitate to contact us directly
Sincerely,
[redacted]
North American Power
[redacted]
T ###-###-####
F ###-###-####

What North American Power and Gas, LLC fails to understand, we no longer require services for electricity for our home. We have rented our home out long term because we could not afford the cost of electric that North American Power and Gas, LLC was charging us (double industry standard rates). Again, we paid out over 1,000.00 in 3 months to a home no one uses full time. It's only a ski house that we occasionally rent out. The new tenants have selected their own electric provider.
Again, we no longer have a home to heat thanks to the electric being so expensive.
I also would like to mention that we never received this letter asking us to respond whether or not we want our electric to double. Does the merchant have proof of delivery? Matter of fact, I would like to see that letter or form of correspondence they allegedly sent us. They can send to my home address which is (and they have this on file[redacted]
thank you.
PS - Please issue a credit

Complaint:[redacted]I am rejecting this response because:1- HOW DID THEY NOTIFY ME ?????2- WITH ALL COMP. I HAD IN THE PAST I ALWAYS GOT A PHONE CALL ABOUT STOPPING PLAN3- WHEN I FIRST NOTICE THE CHANGE, I WENT ONLINE, THEY DIDN'T HAD ANY PLAN IN SIMILAR RATES AT ALL ONLINE (IT WAS MORE THEN A 1/3 CHEAPER ONLINE)4- ALWAYS THE FLEXIBLE RATE IS 2-3 POINTS HIGHER OR LOWER THEN THE FIXED, NOT 2X THE THE RATE 17.99 INSTEAD OF 8.99-10.99 5- THE SAME, THAT ESCO ARE ALWAYS WITHIN RANGE OF THE REGULAR SUPPLIER, IN THIS CASE NYSEG, WHICH WAS AROUND 5.99 ALL THE TIME THEY FOOLED ME , AND ALL MY FRIENDS THAT THEY ARE IN THE RANGE OF OTHER COMP., AND WITH FIXED I WOULD EVEN GAIN MUCH MORE, NOT ONLY I LOSE WHEN I WAS FIXEDAS NYSEG WAS THEN 5.99+/-, AFTER THAT THEY USED UP OUR MISUNDERSTANDINGS TO CHANGE IT TO 2 x THE RATE, NOT COUPLE POINTS HIGHER, (AND 3  x THEN OTHERS)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 $78.47, 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] directly at [email protected] with any additional questions or concerns.

Company Response to Complaint:NAPG made contact with Mr. [redacted] regarding his concerns and apologized for any inconvenience he may have experienced.  As a resolution to his complaint he is being issued a reimbursement in the amount of $76.56, which will be sent to him in the form of a check...

within the next 2 weeks.  It is our understanding that he was pleased with this outcome and considers the matter resolved.Sincerely,Compliance DepartmentNorth American Power and Gas

Hello,
Complaint#
[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