North American Power

When we issued the two separate courtesy accommodations, we informed the customer via email and clearly indicated which billing cycles the accommodations were before. It's important to note that these accommodations were given solely in the interest of customer satisfaction, and not because there was any wrongdoing on our part. The customer was charged correctly, and per the terms of their agreement--there were no overcharges. 
 
Because there was no error related to this account, and we have already provided two separate accommodations, we are unable to offer any additional credits for this account. If the customer would like to discuss the matter further, they can contact our Customer Service department at ###-###-####.

Hello,Complaint # [redacted] ([redacted])Please note, Ms. [redacted] rebuttal response indicates that...

she received a call from NAPG regarding her complaint, and her account was cancelled. In addition to this, the ETF which would have been assessed was waived.Should you have any further questions or concerns, please do not hesitate to contact us directly.Sincerely,Compliance Department

Hello,
([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 yearNAP typically sends renewal notices to let customers know when their
fixed rate contracts are expiring, and that they should contact us to renew on
another fixed rate plan. Also included in the notice, we inform the
customer that if they take no action their account will continue on a variable
rate plan. It appears the customer's fixed rate expired, and defaulted to
the variable rate despite our efforts to encourage the customer to continue on a
fixed rate plan.
Attempts
have been made to contact the customer, but to no availan accommodation check
in the amount of $will be issued, which is the difference between what
the customer paid with us for their supply and what they would have paid to the
utility at its rate-to-compare for the customer's last billing cycle for all
(2) accounts
Lastly,
as of 9/23/2014, the customer's accounts have been cancelled and no longer will
not incur any further charges
We
encourage the customer to contact myself directly at [redacted] with any additional questions or
concerns.
[redacted]
[redacted], Regulatory Compliance Analyst
North American Power
[redacted]
[redacted]
[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.   I spoke to [redacted] from NAP on 6/4/14, and he stated that NAP was sending the remainder ($315.00) of the over-charges.  I should be receiving their check in the next week.  Thank you to the Revdex.com for helping us properly conclude this issue.
Sincerely,
[redacted]

Hello,
([redacted]
NAP
takes the satisfaction of both our customers and our potential customers very
seriously, we truly apologize for the challenging experience the customer may
have had with NAP.
However,
we're happy to inform you that the customer's concerns have been addressed, and
the process in which the promised accommodations would be applied to her
account has been thoroughly been explained
The
customer now understands how and where the credit can be located on her
invoices.
Lastly,
the customer was issued an additional accommodation of $83.66, which is the
difference between what the customer paid with us for their supply and what
they would have paid to the utility at its rate-to-compare for the customer's
8/27-9/billing cycleThis accommodation will also be applied to the
customer's account as credit
We
encourage the customer to contact myself directly at [redacted] with any additional questions or
concerns.
-[redacted], Regulatory Compliance Analyst
North American Power
[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; however NAP did not initially offer the 7.499 rate as promised by a previous phone call that was documented in the original complaint. In addition, no check has been received to date but that may still take some time to be fair to NAP 
Sincerely,
[redacted]

Our Account Specialist sent the following email to the customer:
 
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:
 
Electric - 191500
-       $16.53 – 3/25-4/21
-       $28.87 – 2/22-3/24
-       $46.16 – 1/24-2/21
-       Difference at the utility’s rate to compare
 
Total refund $91.56
 
The accommodation will be issued to you in a check and 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,

We had not received word back from our Account Specialist that this conversation had already taken place when we filed our response with the Revdex.com--we had since received confirmation from our Specialist. Apologies for any confusion caused by our response. 
 
The check should be received within 1-2 weeks.

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 extraordinary 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 $266.66.
 
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.

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 $367.14, 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 three 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:
1. I did receive voice mails, however, I previously requested that all future communication to be in writing. My email address is [redacted]
2. I have not received the 2nd check.
Sincerely,
[redacted]

Hello,[redacted] - Complaint # [redacted](Rebuttal)As indicated in our initial response to Ms. [redacted]'s concerns regarding the estimated time of arrival of her accommodation check.  This check was prepped and mailed to the customer on Wednesday, December 23, 2015; and should have been received within 2-3 business days after the check was mailed.  However, upon further research, it was found that the customer's accommodation check was mailed to an address of: [redacted]; which differs from the address that Ms. [redacted] specified in her most recent response.  Therefore, a new check will be reissued and mailed to the address of; [redacted] - which was provided by Ms. [redacted].Again, we regret that Ms. [redacted] has had an adverse experience and hope that this response has meaningfully addressed her complaint. Sincerely,Compliance DepartmentNorth American Power & Gas, LLC

Complaint: [redacted]
I am rejecting this response because:
The variable rate is surreptitious and price gouging the consumer.  
Sincerely,
[redacted]

Hello,
Complaint# [redacted])
class="MsoNormal">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 not the case with Mr. [redacted].
Due
to an administrative oversight, the renewal letter was not generated in the
appropriate time to inform the customer of the pending expiration of his fixed
rate term.
Therefore,
in an effort to rectify the situation, the customer was issued a refund in the
amount of $256.53 – 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
customer's original fixed rate of $0.0769/kWh for the customer’s October – April billing invoices.
As of 4/7/2015, the customer's account has been cancelled with NAPG and will not incur any further charges beyond this date.
Should you have any further questions or concerns, please do not hesitate to contact me.
Sincerely,
Compliance Department

Complaint: [redacted]
I am rejecting this response because: I have reviewed all my paperwork that NAP sent me. I have all original documentation and my BGE bills. NAP claims they sent me correspondence in reference to the rate change but I have no record of this. I have received NAP power bills for months that are almost double what my local power supplier are charging. NAP has my email address and  my home phone but they claim to have contacted me with a letter. I have spoke with NAP customer service representatives and they offered me a one month refund of the difference of the fixed rate as opposed to the current rate they are charging me and this was only if  I stayed with NAP as my power supplier for an additional year. I am only making a estimate because I have not yet itemized every bill, but I believed I have been over charged at least 1,000.00 dollars since I was switched from the fixed rate. If NAP was truly interested in customer service as they claim, why would that have just kept me at their fixed rate ? I understand that the original rate charged was an introductory offer but to be charged double the fixed rate is flat and wrong.  
Sincerely,[redacted]

Upon receipt of this complaint, we sent the following email to the customer:
 
Hello Mr. & Mrs. [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 refunded 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]o discuss any questions or concerns.
 
Thank you,

Complaint: [redacted]
I am rejecting this response because: They did not address the fact that they raised my electricity rate nearly double in 2 months. Yet they offered me a rate nearly half my current rate if I sign up for a 6 month fixed rate when I called to complain. I already switched so this was not an option. They did try to reach me three times to talk to me at my home number. I called back three times, each time I had to leave a message as there was a recording. Each time I left my cell number to contact me. They still called my home. No one has returned my calls.
Sincerely,
[redacted]

Hello,
[redacted])
We at
NAPG take all customers' claims very serious and have diligently investigated
Mr[redacted]
account to provide a reasonable response according to our
records
Mr
[redacted] was enrolled into a 3-month fixed rate plan that expired and
defaulted to NAPG's 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.
However,
due to an administrative oversight, a renewal letter was not generated in the
appropriate time to inform the customer of the pending expiration of their
fixed rate term
To rectify
this issue, 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 their supply and what they would have paid if they
were charged at the utility's rate-to-compare for their 12/5/– 1/9/2015, 1/9/
– 2/6/and 2/6/– 3/9/2015 billing cycles.
As of
3/10/2015, 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
North
American Power
[redacted]
T
[redacted]
F
[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.   Thank you for your help!
Sincerely,
[redacted]

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] expresses 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 (by mail) 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 November 2014 the customer made contact with the company and was provided several options concerning his account however, he declined and decided to cancel.  Therefore, at
this time the customer's supply service has
returned to the utility’s standard offer on 12/10/2014.
 
NAPG
is currently making attempts to contact the customer to further discuss his
concerns.  He should expect a call from
an NAPG customer service agent at any time prior to Friday, 1/9/2015.  We look forward to resolving this matter
amicably.
 
Sincerely,
 
Compliance
Department
North
American Power and Gas