North American Power

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

Hello,([redacted])We
at NAPG take the customer's claims very serious and have diligently reviewed Mr
[redacted]'s account to provide a
reasonable response according to our records
On
2/25/2014, the customer requested to terminate his account with NAPG, which was
processedThe cancellation process was thoroughly explained to the customer
and the customer was made aware of the 1-meter reads it may take to
transition back to their respective utility provider.
However,
the switch to the customer's utility provider took meter reads as opposed to
the 1-meter reads
A
corrective refund in the amount of $55.24, will be issued for the
inconvenience, which is the difference between what the customer paid with us
for their supply and what they would have paid if they were charged at the
utility's rate-to-compare for their 4/17/– 5/16/billing cycle.
Several
attempts have been made to contact this customer and inform them of the refund,
but these attempts have been unsuccessful
Should
you have any further questions or concerns regarding this matter, please don't
hesitate to contact me directly
Sincerely,
[redacted]
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. 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]

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 plan
at $0.0784/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 plan. Additionally, 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 Ms. [redacted].
Our
records indicate, that the customer was correctly billed and properly informed
of the pending expiration of their fixed rate. 
Several
attempts have been made to contact the customer to discuss the current fixed
rate options available, but these attempts have gone unsuccessful. The
customer’s account it still enrolled with NAPG and is currently being charged
at the variable rate. We strongly suggest that the customer contact us soon to lock
into a new fixed rate plan.
We
certainly wish there was more we could have done and regret that the customer
was dissatisfied with our service.
Should
you have any further questions or concerns regarding this matter, please don’t
hesitate to contact me directly.
Sincerely,
[redacted]North
American Power[redacted]T ###-###-####F ###-###-####

Complaint: [redacted]
I am rejecting this response because:Hello  my name is [redacted] and had a past complaint #[redacted] which I let go but now  the same company North American power send me another bill. I tried calling company about seven times and the manager said she would call me back and never did. I keep getting bills in mail that I know are not correct.I cancelled service with this company about a year ago.I have perfect credit and feel torn between just paying  and letting these con artist con me again or fighting it.  I want to make a new complaint or add to old complaint, Need help    Thank you       [redacted]Sent from my iPad Sent from my iPad
Sincerely,
[redacted]

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

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] - [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

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'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 $184.65,
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.

Company
Response to Rebuttal:
 
According
to our records, [redacted] renewal letter was sent to him on 9/12/2014.  Therefore, the company met its contractual
obligations to the customer and thereby charged him correctly.  We regret if [redacted] did not receive his
letter and apologize if he had an adverse experience, as it is not in NAPG’s
standard practice to place phone call reminders at the expiration of customer
fixed rates.
 
In an
effort to resolve this complaint, NAPG has made several unsuccessful attempts
to contact the customer to discuss this matter. 
NAPG respectfully request’s the customer cooperation in reaching an
amicable resolution.  As stated
previously, as an alternative [redacted] is encouraged to contact NAPG’s
escalation hotline at [redacted] ext. [redacted] to speak directly with an
escalations agent.  Nevertheless, we will
make further attempts.
 
We
sincerely hope this response has meaningfully addressed this complaint.
 
Regards,
 
Compliance
Department
North
American Power and Gas

Company Response to Complaint:
In response to [redacted] complaint he was contacted by an NAPG customer service agent to discuss and resolve his concerns.  After some discussion and an apology for any inconvenience [redacted] may have experienced, NAPG waived the customer's early...

termination fee per his request.  In addition, NAPG is currently reviewing how [redacted] call was handled to determine whether any coaching or retraining opportunities exist.Nevertheless, it is our understanding that [redacted] was satisfied with the resolution and considers this matter resolved.  We hope this response has meaningfully addressed this complaint.
Sincerely,
Compliance Department
North American Power and Gas

Complaint: [redacted]
I am rejecting this response because:
Could you tell me where is this $0.0699/kWh, so called utility's rate-to-compare from? Quote your words “Mr. ** was enrolled into a 6-month $0.0699/kWh fixed rate”? I am in the procedure of debating your unapproved rate of 0.1799000/kWh, you think a more reasonable rate would be overlooked & accepted?  I shall claim the right of paying what I agreed on, even though the different is $6.09.only.
 
Due to my unpleasant experience with your customer service on the phone, I’d prefer not to go through it again, anyway, I tried but had trouble to get hold on somebody in a business hour as I am in [redacted] now. Could you be kindly help me to fix the 02/03/15 - 03/07/15 billing cycle, with a total refund of $46.5. It’d be much better then sending your customer off to go over the whole story with your agents on the phone again, please! Let’s get it done!please!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The reply from the North American Power highlights one of their
issues which also incriminates them and proves my point.
North American
Power keeps poor records, no records or distorted records.  In September/October of 2014 when my term
contract with the North American Power had ended, I called them to negotiate a
new contract.  After receiving the first
statement which was not reflective of the contract we had agreed to (I also had
to get the state regulator involved and waste a great deal of my time), North
American Power agreed to honor the 10 month fixed price contract starting in October
of 2014.    Given the company’s backward
and wholly inadequate systems, they continued billing me the non-fixed rate
which was higher than the fixed rate we had agreed to.  In order to compensate me for the difference
between their floating rate and fixed rate, they gave me a monthly refund for
the difference until months later they started charging me the agreed-to rate.  As per their own dates (in their response)
the new term (10 month contract) started in October of last year, which would
end in August of this year. The fixed rate
was supposed to end in August as per my notes and the dates they give in their
reply (10 months from October 2014).  I
learned that it takes Unitil and North American Power a cycle or two to change
power suppliers, so I called North American Power to confirm that my fixed rate
contract with them was close to expiration and that I did not wish to renew my
contract.  You see I try to avoid doing
business with with poorly run companies and in particular those which is trying
to scheme around [redacted]s open energy markets in order to overcharge
customers at every turn.  This is irrespective
of the fact that their prices happen to be substantially higher than the spot
rate.  North American Power is now
fabricating a date well beyond the expiration of our agreement to continue
charging me higher than current spot rates well into the future.   The refunds
referred to in their response are not for the dates of service they are
claiming but for later dates of service starting in October, not June.  They evidently have a huge systems problem or
are just plainly fraudulently trying to steal from customers.  I can obtain the checks from my bank and show
the adjustments vs. what we were overcharged starting in October (not June as
North American Power claims).North American
Power claims that they will honor the termination of the term contract if I pay
them an “early termination fee” which as stated above, I do not owe them since
the contract is expiring in August.  This
is federal crime known as racketeering.  
In addition to
being investigated for Federal crimes, I would like for North American Power to
release me form the term contract in the originally agreed to cycle ending in
July/August without extorting me / my family.
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 $407.34,
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 (for electric) and last two billing cycles (for gas).
  
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.

Hello,[redacted], Complaint # [redacted]On 9/30/2016, this customer enrolled with us via the web and selected a 12-month $0.0579/kWh fixed rate that was supplied for the indicated term length. As a standard NAPG policy, prior to the conclusion of any customer’s rate plan, a renewal notice(s)...

are mailed advising the customer of the impending expiration of their contract, and encourage them to contact us to renew their rate agreement before its end.  As stated in these terms, if the customer takes no action, their account would default to a market variable rate.According to the customer’s account details, they submitted their cancellation request through their utility provider, who then informed us of the customer’s intentions of cancelling and their service end date.  As of 2/15/2018, the account in question has been cancelled and has not incurred any additional NAPG supply charges beyond the indicated service end.Should you have any further questions or concerns, please do not hesitate to contact us directly.Sincerely,Compliance Department North 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 more than satisfactory to me. 
 
I sincerely appreciate the company's effort on this matter.  My understanding now is that electric rates are going crazy and this is the net result.  
 
I have renewed my plan with them and promise to keep an eye on the rates going forward and touch base with them as need be.
 
Sincerely,
[redacted]

Hello,
This email is being sent in response to the complaint filed by [redacted] Complaint # [redacted] - which [redacted] has asserted that [redacted] coaxes potential consumers by offering free gift cards and competitive 6-month fixed rate plans to only later expose these consumers to a variable...

rate at the conclusion of their rate agreement without any warning. To begin; we have attempted a search through our database in order to locate an account belonging to [redacted] using the customer information provided.  However, we were unable to find any accounts associated with this data. Therefore, if [redacted] is a current customer or is a former customer of ours, we would kindly request that we be provided with any additional account details. This would help us mightily in our search, and would allow us to properly address his concerns based on the details reflected on his account.
With esteem to [redacted] above free gift card claims. All newly enrolled customers who have signed up for either electric or natural gas supply service with [redacted] are eligible to receive a Welcome Bonus - which can amount up to a $50.00 prepaid [redacted]. Now, if the said member also enrolls both their gas and electric accounts with us they may also be eligible to receive up to an additional $50.00 bonus - a potential of totaling up to $100.00.  All the customer has to do is download, read and mail us back the Welcome Bonus redemption form and they will have instantly begun the redeeming process for their Welcome Bonus. This is our way of saying thank you to the newest members of our [redacted] energy family. 
Accompanied with [redacted] displeasures with our Welcome Bonus process he also presents concerns about our rate plans.  We place a great deal of effort into providing all consumers with a competitive fixed rate within the regions in which we market. Though we do offer 6-month rate plans; we also provided various fixed agreements with the term length lasting beyond a 6 month period . In the past and as of to-date we offer 8, 9, 10 and even 12 month fixed rate contracts.  The length of a term depends many factors such as the current and future market conditions.  As a standard, we send renewal notices to advise customers as to when their fixed rate obligation will expire and encourage them to contact us to renew. Additionally, as stated in the terms, if the customer takes no action their account will default to the standard variable rate.
I hope that this response meaningfully addressed [redacted] questions. Should you have any further questions or concerns, please do not hesitate to contact us directly.
Sincerely,Compliance DepartmentNorth 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]

Hi all:
Thank so much for your effort and the case has been resolved to my satisfaction because the North American Power has agreed to sent me the refund check for the amount that they have overcharged me in the last 3 months. 
 
 
[redacted]