North American Power

After the fixed 12 month rate, the price of my electricity per KwH tripled, causing my bill to go from $37 a month to $100. I live in a studio apartment. They claimed that they sent a letter to me informing me of this change but I received no such letter. I would never use this company again. Stay away.

Hello,
Complaint# [redacted]
– ([redacted]) - Rebuttal (2)
Customer service and satisfaction are certainly of great importance to
us and we regret that Mr[redacted] has had an adverse experience. We have
diligently investigated the customer's account which allowed us to provide
reasonable responses and accommodations according to our reports
Based on the customer's account
details, the customer was enrolled into a 6-month $0.0789/kWh fixed rate which
was supplied to the customer for the indicated term lengthIt is customary, a renewal notice is mailed to the customer
prior to the expiration of their fixed termAs a standard, NAPG sends renewal
notices to advise customers of when their fixed rate contract is soon to expire
and encourage them to contact us to renew their rate planAdditionally, as
stated in the terms, if no action is taken, the account will default back to
the standard variable rate plan.
In Mr[redacted] case, contact was
never made with NAPG to either renew his fixed rate or cancel his account prior
to the conclusion of his termTherefore, his account defaulted to the variable
rate planAlthough this customer was properly charged, in the spirit of customer
satisfaction – the customer was issued accommodations on different occasions
As of 3/25/2015, Mr[redacted] account has been cancelled and has not incurred any further charges since this
date
We wish there was more we could doShould you have any
further questions or concerns, please do not hesitate to contact me
Sincerely,
Compliance
Deparment
North American
Power
[redacted]
5/5/
Complaint
I received a letter from North American Power advertising that I can switch from my utility company to North American Power for a fixed rate of cents through the end of I currently have UnitilI phoned [redacted] to say yes to this offer and was told that they thought I was an
[redacted] customer as they had mistakenly overlapped zip codes with their mailing so that rate is only for [redacted] customersI can switch to North American Power for cents as that is the rate for Unitil customersI never heard of such a thingI have a letter in my name offering me cents and, because of their mistake, I can only get a higher rate than that? And why are they offering different rates for different people anyway? It all tastes bad hereAt a minimum, I should get the rate they offered me in the letter they sent meCan you help? Thank you, [redacted]
Desired Resolution
I would like North American to follow through on the deal that was offered to me at cents thru end of Honestly, even if I do get it I will be concerned about how ethical they areI would like an apology too and to know that they can't just offer different rates to different people
Just seems wrongEven if it's legal they should stand by the rate in the letter they addressed and sent to me
Consumer Business Dialog

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10172022, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I did not receive the reminder letter for renewal nor was receiving bills from ** for a period of months. Naturally, anyone who receives a bill or a letter that advises them of such an increase would have definitely called at least once in that 4 month period. I didn't call because I had no idea. I was not notified by neither company. I don't care who makes the adjustment but this is something that I fell I should have to pay for. Where are the protections for the consumer?! 
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 $296.15,
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.

Complaint: [redacted]
I am rejecting this response because:
 
Per a recent phone conversation with North American Power, they offered to send two separate refund checks for the difference between the rate they charged me and the market rate for the periods ending July 26 and August 26.  The $96 reflected on their response via Revdex.com is for only the first month.  I understand that they must wait until I receive my August billing in order to calculate that refund and once that has been completed, I will accept their offer as a reasonable settlement of this issue.  Their customer service team was very polite and professional and so long as they fulfill their offer of two months of billing adjustment, I will be satisfied with their response.
Sincerely,
[redacted]

Our records indicate that the customer does owe $169.13 in past due charges. [redacted] does not collect on charges from suppliers that go unpaid--in fact, they remove those charges from the customer's [redacted] bill after a certain about of time, which is why [redacted] may have told the customer they were in...

good standing. 
 
We have been attempting to contact the customer to discuss the overdue amount and possible payment arrangements, but have been unable to reach them to date. We encourage the customer to contact us using the information left in our messages.

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 the refund described is actually processed
Sincerely, [redacted]

Hello,
Complaint #[redacted] [redacted]
According to our records, [redacted] enrolled with NAPG on 2/12/15 via telephone onto a...

12-month$0.1299/kWh fixed term – which has been supplied to the customer for 9 billing cycles while with NAPG.  Attached you will find the TPV that was completed on the date of the customer's enrollment with us.
In the hopes to provide customer satisfaction, [redacted]’s account with NAPG was cancelled and has been cancelled since 2/23/2016; he has not incurred any additional supply charges from us beyond his mentioned service end date.
Should you have any further concerns, please do not hesitate to contact us directly.
Sincerely,
Compliance Department North American Power & Gas, LLC

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 $279.54,
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.

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 $53.44, 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. 
  
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.

Complaint:[redacted]
I am rejecting this response because: The only call I received from North American Power was today
3/12/15, two weeks after contacting the Revdex.com.
After my original conversations with North American Power on 2/23/15 when
I was told the rate given me of 7.99 cents per KWH would not be honored, I
decided to switch back to [redacted]. 
I did not want to continue to be billed at the current rate of .1774
cents per KWH.
I am on a fixed income and could not afford to send you an
extra $101.10 that I did not owe, so, with no resolution in sight, I paid the
bill less the $101.10. 
What I need is a credit on my next and last bill for
the $101.10 instead of a check, with no late fee assessed.  I also would like the disclosure rate of 7.99
cents per KWH to be honored for my last bill.
These are the terms I will accept. Sincerely,[redacted]
[redacted]

They sign you up for a lower rate and when the contract ends they keep charging you and more than what the Utility company charges are without your knowing and when you get the bill it is all escalated to the ceiling. They have no right to stay on the account when the contract ends. They charge you very high rate and this is not a very good company.

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 $396.80,
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. 
  
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.

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]

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, has 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 $137.01, 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.

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]