North American Power

Complaint: [redacted]I am rejecting this response because:  I was told by [redacted] he would try to call me with a resolution by Friday (2/20) or by Monday (2/23) at "the latest" but I have not received a call as of Thursday (2/26).  I called and left a message Monday and today with [redacted] and [redacted].
After speaking to a customer service representative today, NAP will correct the additional cost accrued as a result of terminating my previous contract 1 month early - terminating 1 month early came to a refund of $120; which I am told was being processed.  Although the early termination fee will be waived to stop paying the higher cost (.1149 vs .65/kWH), there was no other consideration given.
It seems NAP compliance does recognize the only reason a customer would voluntarily lock in to a higher price for no difference in product purchased, would be due to it's deceptive promotion of "saving money" by locking in to a guaranteed price.  I'm disappointed that NAP could not come to a better resolution than waiving the fee to get out of having to pay almost twice a much per kWH.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]

Hello,Complaint# [redacted]) - RebuttalWe have carefully reviewed this case, and in the hopes of providing customer satisfaction - the customer will be issued an accommodation for the standard billing offer adjustment which they were charged by their utility provider.However, we request that the customer provide us with the billing invoice which displays said charge.  Upon reviewing this information, the standard billing offer adjustment will be verified and then issued to the customer in the form of a check - which should be received within 7-10 business days of submitting the accommodation within our system. Should you have any further questions or concerns, please do not hesitate to contact us.Sincerely,Compliance DepartmentNorth American Power

We have terminated our customer relationship with North American Power. When our fixed rate contract expired in July they did not send out a renewal offer to us but rather switched us over to a variable rate and our electric bill went up an additional $50.00. They are refunding the 3 months of overcharges but told us that it might take 2 billing cycles before we could switch back to the standard offer with our electric company and in the meantime North American Power would continue to charge us at the variable rate. We have contacted our electric company to switch us back to the standard offer within the week. It will cost us an additional $5 but it is worth it in order to terminate our relationship with 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,
Kimberly Praskovich

Upon receipt of this complaint, our Account Specialist sent the following email to the customer after unsuccessful attempts to reach them by phone:
 
Hello [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:
 
577294 (Gas) –
-       $98.93  3/11-4/08
-       $487.42  2/11-3/10
-       Difference at the utility’s rate to compare
 
Total gas refund $586.35
 
577293 (Electric) –
-       $87.29  2/11-3/10
-       $46.89  3/11-4/08
-       Difference at the utility’s rate to compare
 
Total electric refund $134.18
 
Total refund (electric and gas): $720.53
 
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,

Hello Ms. [redacted], This email is in response to the [redacted] complaint, which the customer claims they have not received the promised accommodation check. Said accommodation check was printed today and will be mailed via [redacted] to the customer. Below, you will find the corresponding tracking number for the package. Tracking Number: [redacted] Should you have any questions or concerns, please do not hesitate to contact me directly. -[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]

Upon receipt of this follow-up from the customer, our Account Specialist sent the following email:
 
Hello Mr. & Mrs. [redacted]
 
We at North American Power understand your concern, and I’ve further reviewed your account - With that said, below an additional accommodation will be made. Below you will find a summary of the accommodation issued:
 
315559 (Electric)
-       3/11-4/08 - $163.66
-       Difference at the utility’s rate to compare
 
Total electric refund: $163.66
 
The accommodation will be issued to you in the form of a check and should be received within 14 business days.
 
Your account is no longer active and will not incur any further charges.
 
Please contact me at [redacted] for any questions or concerns.
 
Thank you,

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 with [redacted] from NAP and he stated I would receive the promised rate of .049. I will receive a credit on my next two bills with the correct rate. I will contact the Revdex.com if any issues arise. Thank you!
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 courtesy accommodation of  $216.07 that they should receive within 2 weeks at the verified address. The customer was very happy with this resolution.

Complaint: [redacted]
I am rejecting this response as it only reimburses me for the month of January and not February as well.  [redacted] had emailed me directly on February 24th with this response and this was my email back to him that same day:
Hello [redacted],
I appreciate your response but my concern is more about the customer service at North American Power and the feeling that North American Power misrepresented the savings I would receive by switching from my current provider.  My issue does not seem inconsistent with most of the complaints I am reading from the Revdex.com website.  
My issue goes back to the summer of 2013 when I was so unhappy with the price of the service that I cancelled the service during the summer of 2013 when I received a very similar reason as the one you give below regarding higher than usual variable rates in the summer.  North American power provided me with a rebate when I cancelled the service because I was so unhappy. 
Now fast forward to December 2013 when my heating bill was higher than usual I realized that North American Power did not cancel my service completely.  North American Power only cancelled the electric service but did not cancel the gas service and since it comes on my previous providers bill I did not realize your company did not cancel until the prices were higher than usual.
When I noticed that your company did not cancel my entire service, electric and gas, I contacted your company immediately to cancel again. I was told by the customer service rep that the last meter reading would be on Jan 3rd then the service would end.  I believed your customer service rep until I received another bill for the month of January which was another higher than usual variable price that caused my bill to be higher than my previous provider.  I called again and was told that your customer service rep had made a mistake and I would need a full billing cycle to cancel my service which would be March 3rd.  
You can only imagine how unhappy and taken advantage I felt.  Your company is now keeping me on this higher than usual variable rate almost 2 months after your customer service rep said my service would end and will take me off service when the winter season is almost done.  Allowing your company to profit from the winter months when the rates are higher.
This has not been a good experience with your company and our relationship should have ended in the summer of 2013 when I originally cancelled.  But I am still paying bills and at a much higher rate than my previous provider.  
Feel free to review my file and pull the phone recordings from when I cancelled service the first time in the summer of 2013 and again when I cancelled in dec 2013 when I was given a wrong date that my service would end. 
I understand that the variable rates are higher but I feel your company has tried to keep me locked into these higher rates for as long as possible to make as much money as possible.  I agree with your refund for the month of January, however, I am still on service for February which I would like to be refunded the difference as well.
Regards,
[redacted]
I wish to be reimbursed for all fees that make up the difference between NAP and my previous gas provider until NAP cancels my service.
Sincerely,
[redacted]

Hello,Complaint # [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

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 $183.29,
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.

Hello,[redacted] - Complaint # [redacted] (Follow-up)Attached you will find a copy of both the issued accommodation check and the tracking receipt for the customer's package. Should you have any further questions or concerns, please do not hesitate to contact us directly. -Compliance DepartmentNorth American Power & Gas

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]1, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
Thank you fro your assistance in this matter
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
North American Power could not be more accomodating and helpful in resolving this issue, and I will do business with them again.
Sincerely,
[redacted]

Hello,Complaint #[redacted]We show that on 6/1/2015, [redacted] enrolled with NAPG onto a 6-month $0.0899/kWh fixed term.  According to the customer’s account details, the fixed rate was supplied for the indicated term length – which started on 7/8/2015 and lasted until...

1/6/2016.  As a standard, NAPG sends renewal notices to advise customers as to when their fixed rate obligation will 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.  Although this happens to be the case for this consumer; with the hopes to provide customer satisfaction, we would offer [redacted] an accommodation at the difference between the rate she was charged with us and what they would have paid if she were enrolled onto our current fixed plan agreement (12-month $0.0909/kWh) for existing customers in her area.  However, since 3/7/2016, her account has not been cancelled with us.  Therefore, she would have to re-enroll with us in order to take advantage of the mentioned rate plan and courtesy accommodation.Should you have any further questions or concerns, please do not hesitate to contact us directly.Sincerely,Compliance Department North American Power20 Glover Ave, Third Floor, Norwalk, CT, 06850T ###-###-####F ###-###-####

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:1. High wholesale electricity costs in the winter should have nothing to do with prices charged to customers in the summer. A variable rate changes constantly, and the June 2014 rate quoted should not be determined by what it was in the winter. Plus, in June 2014, North American Power told me that their customers like the variable rate because it allows them to "lock in" a low price when it dips below North American Power's fixed rate price. I asked them on the phone in June 2014 what was their lowest variable rate in the last 12 months. They told me it was about 12 cents per kWhour which is much more than 8.75 cents per kWhour. So, this disproves their reasoning for offering a variable price since it never provides savings to their customers.
2. After contacting other electricity suppliers, they told me that prices have been between 8.75 cents and 9.25 cents per kWhour over the last year. This is far less than North American Power's new price of $16.99 cents per kWhour.
3. I received a letter from North American Power dated 4/10/2014. It stated that my fixed rate plan would change to a variable rate plan AFTER 6/2/2014. However, North American Power raised my electricity rate from $8.29 cents per kWhour on May 19, 2014 which is BEFORE June 2, 2014. They broke their own fixed rate contract. Also, I did call in April 2014 after I received their 4/10/2014 letter. I was told that my new variable rate would not be much different than my fixed rate price of $8.29 cents per kWHour, and the variable rate could actually be less than $8.29 cents per kWHour. I was shocked when I called in June 2014,  and I was told that due to a harsh winter that my price in June would more than double. Did they not know this in April? Also, when I called in June 2014, North American Power said they sent a letter to their variable rate customers months ago warning them that their rates were significantly going to increase. However, North American Power told me on the phone in June that they did NOT send the same letter to fixed rate customers like me. Why? the answer is obvious. To trap fixed rate customers into outrageously priced variable plans.
Sincerely,
[redacted]