North American Power

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]

Here is our Account Specialist's summary of the resolution with the customer:
 
I was able to contact the customer regarding the complaint. We discussed the complaint briefly, I apologized for the inconvenience they experienced and I...

informed them that after a review we have decided to provide a refund of  $80.44 that they should receive within 2 weeks at the verified address. The customer was very happy with this resolution. I also assured the customer that we would re-rate the next month's billing to the utility RTC as well. I provided them with our direct line if they should have any further questions or concerns.

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.

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]

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.

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.
 A representative has contacted me and has offered a refund check that I agreed with, they stated I should receive the check in the mail in approximately 10 days from Feb 19,2015. Thank you for your help with this issue.Sincerely, [redacted]

Company Response to Complaint:
face="Times New Roman">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 Mr. [redacted].
As a courtesy and resolution to this
complaint, NAPG will rerate Mr. [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 Mr. [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

Hello, Complaint# [redacted]) - Rebuttal
We
at NAPG apologize for any inconvenience Ms. [redacted] may have experienced regarding
NAPG rates.
Again, some utility territories cross
zip code areas and, as a result, marketing efforts to new and former customers
in a specific zip code sometimes reach customers that are served by a different
utility—as is the case for [redacted] customers receiving marketing materials for
[redacted] customers. These marketing materials, however, clearly indicate that
it was an offer for [redacted] customers.
Due to Ms. [redacted]'s grievances and inconvenience an accommodation in the amount of $25.00 will be issued to the customer - which should be received within the next 10-14 business days.
As of 4/22/2015, Ms. [redacted]'s account has been cancelled with NAPG.. 
If you have any other
questions, you may contact us at ###-###-####, Monday through Friday between the
hours of 8:00 AM – 6:00 PM EST.
Sincerely,Compliance Department

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.

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 $744.76,
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], directly at [redacted] with any additional questions or
concerns.

Complaint: [redacted]
I am rejecting this response because:
I did not receive the mail as the business attached in this complaint; 
When I first registered into the contract, the customer service misled me on the contract "fix rate" will be auto-renewed. 
The overcharge is almost double of market rate(my local electric delivery agent sale), also much more than any rate North American Power commercial online now and/or anytime during my contract.
At last, I left phone number to the business to allow them contact me any change occurred under my account, especially for contract price change in double!
In conclusion, the business is more like a SCAM service, which design to over-charge customer without proper/sufficient notification!
Sincerely,[redacted]

Here is the email that our Account Specialist sent 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 Illinois this winter—in fact, they've been high throughout the Tri-state, 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 issued to you. Below you will find the breakdown of this accommodation:
 
270922 – Electric
·         $25.81 – 4/05-5/05
·         $24.26 – 3/06-4/05
·         $28.45 – 2/05-3/06
·         $31.96 – 1/06-2/05
·         Difference at the utility’s rate to compare
 
Total refund $110.48
 
The accommodation will be issued to you in the form of a check and should be received within 14 business days.
 
Please contact me a[redacted] if you have 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 $674.35, 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] with any additional questions or concerns.

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,
class="MsoNormal">([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 all the customer’s issues have been addressed.
Within the next 10-14 business days, the customer will receive a check in the
amount of $50.00, which will be a substitute for the $50.00 welcome bonus Visa
gift card that was never received. 
The
early termination fee that would have been assessed has been waived, and
lastly, for the final months of service the customer will be rerated at the
rate of $0.1139/kWh.
We
encourage the customer to contact myself directly at [redacted] with any additional questions or
concerns. 
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Here is an update from our Account Specialist on his attempts to reach the customer to discuss their concerns, along with our accommodation:
 
I made a 2nd attempt to contact this customer regarding complaint: No answer, I left the following in a detailed...

message: I advised reasons for the variable rate increase, stated that a notice was sent out in November indicating that the variable rates were likely to go up in the winter, advised that as a courtesy we are issuing an accommodation to the customer in the amount of $75.22 and he should receive this in 2 weeks. The amount represented the difference at the rate-to-compare for their last three billing cycles with us. I advised him to call me once he gets his last next bill so that we can make an adjustment to this as well.

After reviewing this complaint, it appears that it is the same customer--they have a few different electricity accounts at [redacted]

Hello,Complaint# [redacted] ([redacted])As a standard, NAPG sends renewal letters to customers prior to the expiration of their account. We encourage the customer to contact us before their fixed term expires to discuss possible fixed rates options, if the customer does nothing the fixed rate term expires and defaults to a variable rate upon the completion of the customer's fixed rate plan.Attached you will find the renewal letter which was mailed to the customer.The customer has indicated that they have received the $264.12 accommodation in the form of a bill credit. However, they still express dissatisfaction with their final billing invoice supply charges incurred from NAPG. We have further reviewed this customer's account and have considered all options to amicably resolve their concerns. With that said, in the hopes to provide customer satisfaction; an additional accommodation in the amount of $144.84 will be issued to the customer. This accommodation will be issued in the form of a check and should be received within the next 10-14 business days.This accommodation was calculated at the difference between what the customer paid for supply with us and what they would have paid, if they were charged at the rate of $0.1089/kWh for the customer's 2/6/2015 - 3/4/2015 billing cycle.As of 3/6/2015, this customer's account has been cancelled with NAPG and has not incurred any further charges since this date.Should you have any further questions or concerns, please do not hesitate to contact me.Sincerely,Compliance Department

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]

In response to Mr....

[redacted]’s complaint
concerning an alleged breach of contract and rate dissatisfaction; NAPG did indeed
meet its contractual obligations to the customer and there was no breach.  Furthermore, the company certainly complied
with all laws.
After a thorough review of
the customer’s account, it was determined that a miscommunication occurred
between the customer and an agent, which resulted in the customer not being
charged at the rate he anticipated.  To
rectify the situation, NAPG rerated the customer’s most recent commodity
charges to the previously contracted rate and compensated him an additional $50
for any inconvenience that may have been caused.  These accommodations yielded a total reimbursement
of $122.12, which was sent to the customer via [redacted] on 1/22/15 (Tracking
#: [redacted]).
Even more so, the company
agreed to adjust the commodity charges to the customer’s final bill cycle (ending
2/11/15) to that of the utility’s standard offer, once all charges have posted.  Mr. [redacted] was contacted and advised of
this information, to which he was pleased.
We regret the customer was
dissatisfied with our service and hope this response has meaningfully addressed
this complaint.
Sincerely,
Compliance
Department
North
American Power and Gas