North American Power

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 ###-###-####

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.

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]

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 ###-###-####

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

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]

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,

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.

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

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]

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]’s phone number has been removed from NAPG’s call list.  It is important to note, that after a phone number has been added to our Do Not Call (DNC) list, it can take up to 72 hours before this request is updated within...

our database. Should you have any further questions or concerns, please feel free to contact us directly. Sincerely, Compliance Department North American Power & Gas, LLC

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]

We contacted the customer and offered her a courtesy accommodation in the amount of $88.55, which is the difference between what the customer paid with us and what they would have paid at the fixed rate of 9.99. They were satisfied with the accommodation.

Complaint: [redacted]
I am rejecting this response because:From: [redacted] [mailto:[redacted]] Sent: Wednesday, May 27, 2015 9:19 AM To: [email protected] Subject: FW: You have a New Message from Revdex.com Serving [redacted] Regarding Complaint #[redacted] I am sending this email to inform that I have still not received the check from the business that they indicated that they would be sending.    
Sincerely,
[redacted]

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

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

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

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]

Hello,[redacted] - Complaint # [redacted]To better address [redacted] concerns and to thoroughly explain the renewal processes, an analyst in our department has attempted to contact her, however, they were unsuccessful. Further attempts will be made to reach [redacted] in order resolve her...

dispute.Should you have any further questions or concerns, please do not hesitate to contact us directly. Sincerely,Compliance Department North American Power & Gas