North American Power

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
North American is claiming that their variable rate is based on Market conditions. This claim is strictly bogus, since they have doubled their market rate since I signed with them 2 years ago and everyone knows that energy costs have gone down dramatically over that period. They provide no evidence of actual market conditions. It is strictly a unilateral rate they make up to gouge customers claiming a change in market conditions. They have already been sued for this practice in several states. In addition, they claimed to have made several unsuccessful attempts to contact me. This is an absolutely lie, since I've received no correspondence, no phone messages (I have an answering machine backed up by Verizon voicemail)and no text messages. In fact, when I tried to reach them, no one answers a call. I finally spent over an hour on hold before any customer service rep picked up. This company is becoming well known for its fraudulent practices and the Revdex.com should do its best to keep the public informed.

Hello, Complaint #[redacted] - [redacted] Customer...

experience is the #1 priority for us at [redacted]  As a result, we take the upmost pride in providing our current customers, former customers and potential customers with the highest level of service – which would include the transparency and the definitude approach we take when marketing our fixed rate products, no matter the channel used to advertise these rate plans. [redacted] complaint statement, she claims to have received a marketing piece from [redacted], which apparently lacked pertinent details regarding who qualified for the offered rate plan on said advertisement. For that reason, she has suggested [redacted] employs deceptive marketing strategies in order to promote our products. Please be advised that, no matter the State, all [redacted] marketing pieces meet the rules and guidelines of the overseeing State Utility Commission prior to being mailed to all consumers. Although this might be the case, if [redacted] can provide us with a copy of the mail piece in question we would be more than happy to review the advertisement she received. We hope that this response has meaningfully addressed [redacted] concerns, should you have any additional questions please do not hesitate to contact us directly. Sincerely, Compliance Department North American Power & Gas, LLC

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 $126.15, 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], directly at [redacted] with any additional questions or concerns.

Our Account Specialist sent the following email to the customer:
 
Hello [redacted],
 
North American Power apologizes for the inconvenience regarding the delay of your $50.00 Welcome Bonus. To...

expedite the process a $50.00 check will be issued to you, as a means to substitute the Visa card. The check should be received within the next 14 business days.
 
As always, you’re more than welcome to contact me at [redacted] to discuss any questions or concerns.
 
Thank you,

Light",sans-serif>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, 2015. 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 ###-###-####

We have attempted to contact the customer numerous times to resolve this dispute but have not had our calls returned. We urge the customer to contact us using the information provided in the messages we've left with the customer.

Company Response to Complaint:
[redacted] is currently a variable rate customer.
In response to[redacted] beliefts concerning...

the cost differential compared to her friends, is simply to state that their are several factors to consider when it comes to energy charges which include:  customer usage, pricing plan selected, renewable energy content, jurisdiction, etc.  Without examining each of these factors, it is impossible to make an accurate comparison.
Needless to say, contact was established with [redacted] and an amicable resolution reached concerning the adjustments [redacted] desired.  We regret she was faced with discontent.  However, at this time it is our understanding that she is now satisfied and considers the matter resolved. 
NAPG remains committed to customer service and satisfaction and we hope this response has meaningfully addressed this complaint.
Regards,
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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Date Sent: 4/19/2015 4:54:57 PM  Complaint: [redacted] I am rejecting this response because: Expect North American Power and Gas, LLC (NAPG) to refund the overcharged $ 2,857.63, in compliance with laws and wholesale price index based pricing. Acceptance of the NAPG response will be based on the above. Sincerely, [redacted]
Sincerely,
[redacted]

Here is our Account Specialist's summary of our resolution with the customer:
 
I called out to Mr. [redacted] about recent complaint. I explained the 1-2 billing cycles. Customer was upset because he has been disputing $900 invoice from NAP. He understood how the...

rates increased. I explained that NAP cares about our customers and that a courtesy accommodation in the amount of $513.57 diff btw NAP var rate and fixed rate of $0.0859 for billing cycle of 1/16 - 2/17. Customer was happy about resolution and will close his case once his check is cleared.

We selected NAP in early 2013 after being promised reduced delivery rates. This went well for a short period of time. Today, I review my electric bill and see that I am paying 30% more for service delivery than I would have if I had stayed with [redacted] (my prior delivery provider) ! Outrageous, and ashamed to say I should have monitored by bill better as I can only imagine how long these excess charges have been going on! Shame on you!

HelloComplaint # [redacted])We at NAPG take all customer claims very seriously and diligently investigate each case to provide a reasonable response according to our records.Upon further review, it has been determined that due to an administrative oversight, Ms. [redacted] account was not properly cancelled.Therefore, the customer will be issued a refund in the amount of $773.62 - which is the difference between what the customer was charged for supply with us and what they have paid if they were charged at the utility's rate-to-compare for the all the months after the customer's May 2014 meter reading up until the customer's service end date with NAPG (3/17/2015).On 3/17/2015, contact was made with the customer and she was informed of the refund mentioned above. Should you have any further questions or concerns, please do not hesitate to contact me. Sincerely,
Compliance Department
North American Power
[redacted]

Complaint:[redacted]
I am rejecting this response because:
The company never changed the agreed rate per kilowatt on our electric bill as per our conversation with [redacted] on 9/22/14 8am confirmation #[redacted]. Translate
Desired Settlement / Outcome
Desired Settlement:
select

Desired Outcome: I want a refund of the difference for the months of September, October, November, December and locked fixed rate that we agreed upon.
Sincerely,[redacted]

Hello,
Complaint# [redacted])
In response to Mr. [redacted] complaint concerning his...

rate
increase; 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.  This was the case with Mr. [redacted].
According to our records, Mr. [redacted] was enrolled in a
fixed rate plan that expired on 02/05/2015. 
However, he was issued a renewal notice prior to the expiration of his
fixed contract and in accordance with Commission Rules.  This Renewal Notice was sent to Mr. [redacted]
on 12/08/2015, therefore, Mr. [redacted] was notified appropriately and charged
correctly. 
We regret if Mr. [redacted] does not recall receiving this
letter.  As a courtesy for customer
satisfaction, an accommodation totaling $433.32 has been issued
and should be received within the next 1-14 business days.  This accommodation was based on the recalculation of his
03/05/2015-04/06/2015 invoice from the rate he was charged to the rate he was
being charged before the expiration of his fixed rate plan.
As of now the supply service has been cancelled and returned
to the utility’s standard offer on 04/06/2015. 
No early termination fees will be incurred.
Today on 04/20/2015, Mr. [redacted] was contacted and educated
on the information provided above. 
We hope this response has meaningfully addressed this
complaint.  Should you have any further
questions or concerns, please don’t hesitate to contact us.
Sincerely,
Compliance Department

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. [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:
 
254322 (electric) –
-       $113.02 – 3/01-4/01
-       $177.36 – 1/31-2/28
 
Total refund (both accounts): $290.38
 
 
The accommodation will be issued to you in a check and should be received within the next 14 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,

Hello, This email is in response to the complaint filed by [redacted] – Complaint # [redacted]. Prior to the customer’s 4/14/2016 service end date.  [redacted] was enrolled with us for 3 years, however, during her tenure with us her account was slated for disconnection on more than 4 different...

occasions due to not satisfying her outstanding supply balances.  More recently, the $84.95 payment received from [redacted] addressed her supply charges for her 3/16/2016 bill period. It is important to note that, before the CSR assisting [redacted] processed this payment. [redacted] indicated that she would be relocating to a new address, and as a result, she would need to transfer her service to this new address. As a standard, we do not allow service transfers and should a customer make such request, a new enrollment for the new place of residence must be completed. In addition to this, the customer is advised that they must undergo a credit check to determine if they meet the credit requirements in order to receive service from us. In [redacted]’s case, she was made fully aware of this customary procedure and accepted to undergo the credit check. Regrettably, due to her past credit history, [redacted] did not qualify - therefore, her request for service was denied. I truly hope that this response has meaningfully addressed the customer’s concerns. Should you have any additional questions, please do not hesitate to contact me directly. Sincerely, Compliance Department North American Power & 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 $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 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,In response to [redacted] Revdex.com Complaint # [redacted]:
Please be advised that our records indicate that Mr[redacted] contacted NAP on
April 8th to advise of his concerns of a payment issueHe informed
that he attempted three times to remit a payment via the online customer
portal
on the day prior, but continued to receive error messagesHe then changed his
payment by use of another checking accountHe later learned that not only did
the fourth payment processed with email confirmation, but that the three prior
payments were pending with his banking institutionThis led him to contact NAP
to resolve
Usually, when a payment is processed via the site, a confirmation
email would be sent to the associated email address and populate on the
customer's accountDue to technical difficulties, this process did not occur
The phone representatives do not have the capabilities to see any pending payments
This would be the reason the customer was encouraged to seek resolution with
his financial institution.
Once the issue was escalated to management, it was determined that the
payments were indeed pending and that we would issue a refund on (2) of the
$transactionsOur records indicate that the customer account was overdue
and that the other (2) payments would cover the balance. We advised the customer of the same
We are sorry to hear that the customer is not satisfied with resolution
In the spirit of good customer service we have offered a $Visa gift card and
a $[redacted].com certificateWe value the customer's loyalty and continued
business.
On February 7, the customer entered into a contracted fixed term rate
@ $59.9/thermThis term is effective from 2/7/15-2/9/Should the customer
opt out of the plan prior to the expiration date, he will not incur any early
termination charges for the premature cancellation of his fixed term
We appreciate your business and look forward to servicing youIf you have
any other questions, you may contact us at [redacted], 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.  This
was the case with [redacted]
 
According to our records, [redacted] renewal letter was sent to him on 9/10/2014, prior to the expiration
of his fixed contract and in accordance with [redacted] Rules.  Therefore, the company met its contractual
obligations to the customer.  We regret
if [redacted] does not recall receiving his letter.
 
In addition, cancellation
requests are processed on the date of request and in accordance with the utility’s
switching practices; and therefore could take 1 to 2 bill cycles for the
transfer to be reflected on the customer’s bill, as determined by the utility
itself.
 
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

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 $263.32, 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 [redacted] with any additional questions or concerns.