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.
Sincerely,
[redacted]

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

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

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'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.

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%

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

The
following correspondence is made in response to the complaint filed with the
Revdex.com against North American Power and Gas (“NAPG”) by Customer, [redacted]. 
In the complaint, Mr. [redacted] expressed dissatisfaction with the variable rate
charged following the expiration of his fixed...

contract.
 
To
start, 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 following the notice 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].
 
In
late December 2014 the customer made contact with the company and despite his
renewal letter being mailed to him on 7/28/2014, he was provided several
options concerning his account and was even offered an adjustment to his last
bill cycle.  However, he declined the resolution
offered. 
 
That
being said, we wish there was more that we could do.
 
NAPG
remains committed to customer service and satisfaction and hope this response
has meaningfully address 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. However, I have contacted the business--North American Power--to request that they honor [redacted]--our utility company's rates for our gas service for the next two billing cycles as well since the variable rate for NAP's gas service continues to be egregiously high.
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 $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.

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]

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!

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]

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

Hello,
[redacted] - Complaint #
[redacted] (Rebuttal)
We at NAPG
take the customer's claims very serious and have again diligently reviewed Ms[redacted]'s
account to provide a reasonable response according to our reports
Please note that within the Terms
of Service and the renewal notices that are mailed to all customers prior to
the expiration of their fixed rate; if the customer takes no action and/or opts
not to renew, their account will automatically default to a variable rate plan
- which happens to be the case for Ms[redacted].
Although due to these circumstances, a refund cannot be issued to Ms
[redacted], in the hopes to still provide customer satisfaction; an accommodation
at the difference between our (current non-new customer) fixed rate and the market rate Ms[redacted] was charged on
her final billing period (1/19/- 2/18/2016) would be issued should she decide
to re-enroll back with us
If you should have any
additional questions or concerns, please do not hesitate to contact us
directly
Sincerely,
Compliance Department
North American Power

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

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

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.

Complaint: [redacted]
I am rejecting this response because:
Based on my calculation:
For Feb bill,  the charge should be 718 x
$0.0799 = $57.37, but NAP charged $137.10.
Over charged $79.73
For Jan bill, I had plan that was at $0.0759 in Jan, 2014, same 718 KWH usage, the total should be $54.50 but NAP charged 100.03,   NAP over charged $45.80
They can charge me what the flexible rate was for the day of Jan 16, 2014, that day that was with no plan. But for the rest days, the rate should be rate in the contract.
so the refund should be $125.53
If NAP keeps wasting my time because their contract fraud, I will ask them pay  my time for this matter too.
Thank you very much for your help!  Also I found out NAP is one of the top Electric suppliers that  got most complaints in PURA - [redacted]
Sincerely,
Xiangqun Ding