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

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]

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]

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,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]

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]

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.

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]

Here is our Account Specialist's summary of the resolution with the customer:
 
I spoke to [redacted] and apologized for the inconvenience. I also advised reasons for the high variable rate. I at first let him know about the courtesy accommodation for the...

last month of service down to the fixed rate  of 7.49 to resolve the issue. The amount comes out to $51.76. I advised him of this, advised 1-2 weeks to receive this and let him know I'd email him my contact information in case he doesn't see the check in 1-2 weeks. He accepted this, is happy with the resolution and there are no further issues.

Here is our Account Specialist's summary of the resolution with the customer:
 
I spoke to [redacted]. He said he got my earlier message, he thanked us for taking care of the issue. He stated that he did send a letter to his [redacted] today but that since we have taken care of it, he sent another to them letting them know that his issue has been taken care of. He states that since we've been fair to him he will also be fair and no longer complain. I advised 1-2 weeks to receive the accommodation.

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.

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.

Complaint: [redacted]
I am rejecting this response because:
1. The total refund number was wrong! See The attached file.
2. There are two new coming bills, wrong numbers again!  
3. Stress my point that I have STOPPED my contract with your company,any charges after this is unauthorized!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:We should have been made aware of the fact that the termination would take place immediately, and not Jan 2016 as we had requested. Very poor customer service. Very bad business practice to not take responsibility for your fault. 
Sincerely,
[redacted]

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]

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]

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]

We can confirm that a renewal notice was sent to the customer on 5/29, informing them that their plan was ending and encouraging them to contact us to renew. The customer did not contact us and, as a result, they moved to a monthly variable rate, per the terms of the agreement. 
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,
beginning in the winter—unfortunately, wholesale prices for both electricity
and natural gas this winter had 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 $180.84,
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. The customer is currently still on a variable rate plan with us, so we strongly encourage them to contact us at ###-###-#### to discuss their plan options. 
We sincerely hope
that the customer is satisfied with this outcome, and we encourage them to
contact us with any additional questions or
concerns.

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