North American Power

Company Response to ComplaintWe regret Ms. [redacted] was dissatisfied with our service and several attempts have been made to contact the customer to discuss the
complaint but to no avail at this time.  However, as a resolution to her complaint the company has provided Ms. [redacted] with an...

adjustment to the utility's standard offer for her bill cycle ending 1/22/15, which will result in a refund of $239.98.  This adjustment is being made as a courtesy, as Ms. [redacted] had been properly notified and charged correctly.  Nevertheless, she can expect to receive this reimbursement in the form of a check within the next 2 weeks.NAPG remains committed to customer service and satisfaction and we hope this response has meaningfully addressed this complaint.Sincerely,Compliance DepartmentNorth American Power and Gas

Company Response to Complaint:
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 [redacted].As a courtesy and resolution to this
complaint, NAPG will rerate [redacted]'s last bill cycle to the utility's
standard offer and issue him a reimbursement for the
difference.  Contact is being made to advise [redacted] of this
information.  As an alternative he is also encouraged to contact NAPG's
escalation hotline at [redacted] ext. [redacted] to speak directly with an
escalations agent. 
We hope this response has meaningfully
addressed this complaint. 
Regards,
Compliance Department
North American Power and Gas

Company Response to Rebuttal:
Contact was established with [redacted] and an amicable resolution reached concerning the adjustments [redacted] desired.  We regret he was faced with discontent.  However, at this time it is our understanding that he 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 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]

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

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]

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.

Complaint: [redacted]
I am rejecting this response because: I don't recall ever getting such correspondence from NAPower in the form of an informative packet or whatsoever. That said, from the reviews and comments I have read online, it seems this type of deceptive practice is pervasive in this space which is probably why I have fallen victim to this behavior and have been told not to be surprised by any denials or expect any type of partial refund of monies.Thanks!
Sincerely,
[redacted]

Hello,
[redacted]
style='FONT-SIZE: 10pt; FONT-FAMILY: "Arial", "sans-serif"'>The following written response is made pursuant to the complaint filed by Customer, [redacted] against North American Power and Gas, LLC (“NAPG”). In the complaint the customer claims they were informed, at the conclusion of his fixed term, he would be supplied at a competitive variable rate.
To begin, on 12/8/2013,[redacted] enrolled into NAPG’s 12-month $0.0599/kWh fixed rate. Based on the customer’s account details, the fixed rate plan started on 1/6/2014 – which he was supplied for the length of the customer’s term. Needless to say, at the end of the customer’s 12-month term, his account defaulted to the variable rate. 
Keep in mind, variable rates are subject to price fluctuations based on market conditions and other price related factors. That being said, rates can go higher or lower than the local utility in any given month. 
In the effort, to negate customers, from being exposed to the variable rate at the conclusion of their fixed term. As 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. This was the case for [redacted]
Attached you will find Exhibits A & B: 1) the Welcome Letter and TOS that were mailed to the customer. 2) the renewal letter that was mailed to the customer informing him of the pending expiration of his fixed term.
Lastly, [redacted] account has a service end date set for 3/4/2015 and will not incur any further charges beyond this date – nor will he be assessed any early termination fees.
We surely wish there was more we could do. If you should have any further questions or concerns, please do not hesitate to contact me directly.
Sincerely,
Compliance Department
North American Power
[redacted]

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. 
According to our records, [redacted] renewal letter was sent to him on 10/15/2014, prior to the expiration
of his fixed contract and in accordance with Public Utility Commission Rules.  Therefore, the company met its contractual
obligations to the customer.  We regret
if [redacted] does not recall receiving his letter.With
regard to wait times, we certainly apologize for any difficulty the
customer experienced in reaching us.  It is possible he tried contacting
us during a time when the call volumes were high.  However the case,
customers have the option and are encouraged to leave a message and a customer
service agent will promptly return their call.
As a resolution and to provide [redacted] with some relief, NAPG contacted the customer and provided him an adjustment to his final invoice.  It is our understanding that this courtesy adjustment met his satisfaction and resolved his dispute.NAPG remains committed to customer service and satisfaction and hope this response has meaningfully addressed this complaint.Sincerely,Compliance DepartmentNorth American Power and Gas

Hello,
class="MsoNormal">([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 year. Unfortunately, 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 avail. In the interest of customer
satisfaction, we are sending the customer a check in the amount of $391.52,
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 three billing cycles.
Lastly,
the customer will also be re-rated to the rate of $0.1139/kWh for their final
months of service.
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,Complaint# [redacted])We at NAPG take all customer claims seriously and diligently review each case to provide a reasonable response based on our records.As of 2/19/2015, our account specialist assigned to this matter has had extensive contact with the...

customer. All the customer's concerns have been addressed and resolved.In the spirit to provide customer satisfaction, the customer was issued an accommodation in the amount of $287.07 - which was calculated at the difference between what the customer paid with us for their supply and they would have paid if they were charged at the utility's rate to compare for the customer's 12/10/2014 - 1/8/2015 and 1/8/2015 - 2/5/2015 billing cycles.Also, the customer was informed she would be re-rated for her final billing cycle with NAPG.  On 3/13/2015, the customer received an additional accommodation in the amount of $24.05 - which is the difference at the utility's rate to compare for the customer 2/5/2015 - 3/10/2015 billing cycle.The customer's account is no longer enrolled with NAPG and has not incurred any further charges beyond the date of 3/5/2015Should you have any further questions or concerns, please do not hesitate to contact me.Sincerely,Compliance Department
North American Power
[redacted]

Our records indicate that the customer moved to a variable rate after their fixed rate term expired, per the terms of the original agreement. 
class="MsoNormal">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 $220.00, 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] with any additional questions or concerns.

Complaint: [redacted]
I am rejecting this response because:
From: [redacted] Sent: Wednesday, January 28, 2015 6:37 PMTo: [email protected]: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]
 
This is [redacted] in response to problem with North American power they did not-acknowledge that I tried calling several times and spoke to customer service and they said it was canceled after 3 months and my bill is Extra 200to 300 a month from there charges so I'm Stll paying out extra charges for service I had try over n over again to cancel I need them to pay 1400 to 2000 in charges and unrecieved  but promised gift cards thank you [redacted] they called offer a small ck and lower rate I said no thank you  Sent from my iPhone

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. As long as I actually get this check.
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]

Company Response to Complaint:We take [redacted] claims very seriously and regret any adverse experiences he may have had.  Several attempts have been made to reach [redacted] to discuss his concerns but to no avail at this time.  During the interim he will be issued a $50...

accommodation check in lieu of the $50 gift card he did not receive.  Further attempts are being made to reach [redacted] and we look forward to an amicable resolution.Regards,North American Power and Gas

Hello,
([redacted])
NAP takes
customer satisfaction very seriously and examines each claim with diligence.
Many customers of both suppliers and utilities across the region, have
experienced higher-than-usual variable rates this year—unfortunately, wholesale
prices for both electricity and natural gas this year have increased
substantially as a result of a severe energy shortage.
 
After further
review of this account, the customer enrolled into a variable rate
plan. Variable rates are subject to price fluctuations based on market
conditions and other price related factors. That being said, rates can go
higher or lower than the local utility in any given month. Based on our
records this customer was charged properly.
 
Although the
customer was billed accordingly, a courtesy accommodation totaling $70.59, will
be issued to the customer following adjustments to both his gas and electric
accounts. In particular, for his electric account, he will receive a
refund of $36.61- 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 customer’s 3/1/2014 – 3/31/2014 billing cycle.
 
Likewise, for
his gas account, a refund of $33.98 was calculated at 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 customer’s
3/1/2014 – 3/31/2014 billing cycle.
 
Both the
customer’s accounts have been cancelled and will not incur any further charges
from NAPG.
 
Several
attempts have been made to contact this customer and inform them of the
accommodation, 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 ###-###-####

Hello,
This
is in response to the complaint filed
by [redacted] - Complaint #
[redacted]
In
reviewing the customers' enrollment, it was discovered that the rate was
released internally before our Operations team received final confirmation from
the utility that the rate was ready to "go-live". If the enrollment was
sent to the utility immediately then the customer would have been enrolled on
the incorrect rate Once we became aware of the issue, we reviewed
existing protocols and implemented steps to ensure that our operation team is
the last step in the Company's rate release protocols The safeguards
implemented will prevent early rate release, and subsequent filing of these
rates on the rate board. The enrollment request for this customer was
submitted on 11/1/15, and it was confirmed that the customer's supply with NAPG
began on 11/5/2015. Please note the
customer will receive the rate he contracted for and for the exact term he
enrolled on with North American Power
Also,
we had mailed a letter to inform Mr[redacted] that his enrollment would be
delayed, and the reason for the delay
Should
you have any further questions or concerns, please do not hesitate to contact
me directly
Sincerely,
Compliance
Department
North American Power

Company Response to Complaint:
We take [redacted] claims very seriously and regret any adverse experiences he may have had.  Several attempts have been made to reach [redacted] to discuss his concerns but to no avail at this time.  During the interim he will be...

issued a $50 accommodation check in lieu of the $50 gift card he did not receive.  Further attempts are being made to reach [redacted] and we look forward to an amicable resolution.Regards,
North American Power and Gas