North American Power

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Hello,
Complaint#
[redacted]
([redacted]) Rebuttal
We at NAPG take all customer
claims’ very seriously and have diligently investigated Mr. [redacted]’s account to provide a
reasonable response.
Bear in mind, the customer’s fixed rate plan had expired and defaulted to the
variable plan. Attached you will find the renewal letter which was mailed to
the customer, prior to the expiration of their fixed rate.
We have careful reviewed the
customer’s account. In addition to the $114.44 accommodation that was issued to
the customer, and the rerate to the utility’s rate-to-compare for the customer’s
final billing cycle with NAPG (April-May). An additional adjustment of $93.16
will be issued to the customer. The mentioned adjustment was calculated at
the difference between the utility’s rate-to-compare and the rate which they
supplied by us for their 2/23/2015 – 3/20/2015 billing cycle.
Should you have any further
questions or concerns, please do not hesitate to contact us.
Sincerely,
 
Compliance Department
North American
Power
[redacted]
[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

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]

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]

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.

Hello,
[redacted] – [redacted] (Rebuttal)
We at NAPG take the
customer’s claims very serious and have again diligently reviewed Mr. [redacted]’s
account to provide a reasonable response according to our reports.
Please note that within the Terms of Service and the
renewal notices that are mailed to the customer prior to the expiration of their
fixed rate; if the customer takes no action and/or opts not to renew, their
account will automatically default to a variable rate plan - which happens to
be the case for Mr. [redacted]’s account.
We surely
wish there was more we could do. If you should have any additional questions or
concerns, please do not hesitate to contact us directly.
Sincerely,
Compliance
Department
North American Power

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,
([redacted])
NAP
takes the satisfaction of both our customers and our potential customers very
seriously, we truly
apologize for the challenging experience the customer has
had with NAP
Attempts
have been made to contact the customer, but to no availIn the interest of
customer satisfaction, we are sending the customer a refund check in the amount
of $201.64, 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 cycle, and also includes $to
substitute for the welcome bonus
Lastly,
the customer has been enrolled into NAP's $0.0799/kWh 3-month fixed rated,
which will be reflected on the customer's next invoice
We
encourage the customer to contact me 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.
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 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 $398.67, 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. 
  
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.

Our Account Specialist 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 $100.00 check will be refunded to you, as a means to substitute the [redacted] cards. The check 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,

Company Response to Complaint:
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[redacted]
As a courtesy and resolution to this complaint, NAPG will rerate [redacted] 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] to speak directly with an escalations agent. 
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 is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Requested amount is $247.46 and the offer is less.I have paid in excess totalling $247.46 for 3 billing period past the expiry of fixed rate.The amount offered is only for 2 periods and does not take into account the bill for Dec -Jan.
Sincerely,
[redacted]

Hello
Complaint # [redacted] ([redacted]) 
Customer service and satisfaction are certainly of great importance to
us and we regret that you have had an adverse experience. However, NAPG is
not involved in any telesales campaigns in the State of [redacted]. Also, upon
further reviewing this complaint, Ms. [redacted] indicates that “American Power
& Gas” is the supplier which has been contacting her.
It is important to mention, that “ North American Power & Gas, LLC”
(NAPG), and “American Power & Gas” are two different entities – therefore,
this complaint does not seem to have been intended for NAPG. 
Although this might be the case, the customer’s contact phone number and
mailing address has been placed on our Do Not Call and Do Not Mail List.
Should you have any further questions or concerns, please do not
hesitate to contact us.
Sincerely,
Compliance DepartmentNorth 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 accept their resolution of mailing a refund check for $24.76  Below is the recent correspondence I had with NA Power.  If however, I do not receive the refund check in the next 10-14 business days, I will re-file a complaint.
Sincerely,
[redacted]
 
From: Stephan Alexis
Sent: Thursday, September 11, 2014 1:20 PM
To: Ivee ; Customer Care
Subject: RE: Revdex.com complaint
Hello
Ivee,
 
The refund
check should be received within the next 10-14 business
days.
-Stephan
Stephan
Alexis, Regulatory Compliance Analyst
North
American Power
20
Glover Ave, Third Floor, Norwalk, CT, 06850
T
888.313.9086
F
203.286.2064
From: Ivee
[mailto:[email protected]] Sent: Thursday, September 11, 2014 1:19
PMTo: Customer Care; Stephan AlexisSubject: Re: Revdex.com
complaint
Attn
Stephan,
I have read your
response via the Revdex.com website on 9/9 stating that you are sending me a check in
the amount of $24.76.  Please advice when this check has been mailed out.  Once
it is received, I will then “accept business response” via Revdex.com to close out the
complaint.
 
Thank
you,
Ivee
Stephens

Complaint: [redacted]
I am rejecting this response because:Date Sent: 3/23/2015 10:40:04 AMFirst of all they credited my statement and then charged me AGAIN for the .1799 kw rate when I just got the bill last week. When I spoke to the representative he checked in the computer system and NEVER saw a renewal letter sent to me and didn't know why. Perhaps they should monitor that phone call that took place and they will hear the conversation about me checking on why I never received notification of the increase. That is a downright lie that I was informed and that is why I would like them to review that phone call and see that I had a discussion with the representative and asked him why I didn't receive the notification of such a substantial increase. I have never in my life seen an increase that high which makes me wonder about them and which also made me make the decision to switch back to my original carrier. The attached bill indicates the adjustment from the previous month and then a charge with the same high rate for the current month.

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 by the deadline 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], since her deadline for renewal was 9/17/2014.
 
Upon review of our customer interactions log, NAPG has no record of [redacted] contacting the company in the month of October 2014.  However, she did call in December 2014 to inquire about the rates and at that time, enrolled in a 12-month fixed rate plan.  She was advised that it would take 1-2 bill cycles for the rate change to take effect.  It’s important to point out that due in part to our consolidated billing with the utility company, transactions such as cancellations and rate changes are processed in accordance with the utility’s rate change timing protocols and switching practices.  Therefore, NAPG can neither change or expedite this processes.
 
We regret that [redacted] was dissatisfied.  However, her service has been cancelled as she requested and will return to her utility’s standard offer on 2/24/2015.  As a courtesy to the customer, NAPG will waive her early termination fee.
 
Several attempts have been made to contact the customer to discuss his complaint but to no avail at this time.  NAPG will make further attempts  however, as an alternative she is encouraged to contact NAPG’s escalation hotline at [redacted] ext. [redacted] to speak directly with an escalations agent.  We look forward to an amicable resolution.
 
Sincerely, 
 
Compliance Department
North American Power and Gas

Complaint: [redacted]
I am rejecting this response because:
all of the information provided came directly from the bill provided by your company. My complaint is just that, your company was never my energy provider and you not being able to locate the account number confirms the fact this account is non existent.
I am still looking for a copy of the original bill.
Sincerely,
[redacted]

Hello
Complaint# [redacted]...

[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, in the spirit of customer satisfaction, the customer will
be issued an accommodation in the amount of $149..70 - which is the difference
between what the customer was charged for supply with us and what they have
paid if they were charged at NAPG’s 6-month $0.0979/kWh fixed rate for the
customer’s 1/29/2014 – 8/26/2014,  8/26/2014
– 9/26/2014,  9/26/2014 – 10/27/2014 and
10/27/2014 – 11/25/2014 billing cycles.
As of 11/25/2014, this 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, please do not hesitate to
contact me.
Sincerely,
Compliance Department
North American Power and Gas