North American Power

v\: [redacted] o\: [redacted] w\: [redacted] Hello,( [redacted] ***)We at NAPG take the customer’s claims very serious and have diligently reviewed Ms***’s account to provide a reasonable response according to our records On 3/27/2014, the customer enrolled into NAPG’s 6-month $0.0799/kWh fixed rate The customer claims that she was not notified of the expiration of her fixed rateIt is customary that NAPG sends renewal notices to advise customers of the conclusion of their fixed rate contract, as well as, suggesting that the customer contact us to renew their rate plan Keep in mind, that noted in the renewal letter - the terms indicate, if the customer takes no action, their account will default back to the standard variable rate plan It is important to mention, that even after her 6-month fixed rate expired – the customer was charged at a rate of $0.0799/kWh for her 7th billing cycle with NAPG Our records indicate, that the customer was correctly billed and properly informed of the pending expiration of their fixed rate Attached you will find Exhibit A and B: the TPV of the customer enrolling into a 6-month $0.0799/kWh fixed rate and the renewal letter that was mailed to the customer before the expiration of their fixed rate Although this customer was charged accordingly, as a courtesy, a $ [redacted] voucher will mailed to the customer Several attempts have been made to contact the customer to address their concerns and to inform them of the accommodation that will be mailed, but these attempts have been unsuccessful Should you have any further questions or concerns regarding this matter, please don’t hesitate to contact me directly Sincerely, [redacted] North American Power [redacted] T ###-###-#### F ###-###-#### / [redacted] Style Definitions */

v\: [redacted] o\: [redacted] w\: [redacted] Hello, Complaint# [redacted] ( [redacted] ) To begin, Mr [redacted] account was enrolled into NAPG's variable rate planVariable rates are subject to price fluctuations based on market conditions and other price related factorsThat being said, rates can go higher or lower than the local utility in any given month Although this customer has been properly charged; in the spirit of customer satisfaction, an accommodation in the amount of $will be issued to the customer – which will be mailed to the customer in the form of a check for any inconvenience they might have experienced As of 4/24/2015, Mr [redacted] 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 North American Power [redacted] T [redacted] F [redacted] / [redacted] Style Definitions */

v\: [redacted] o\: [redacted] w\: [redacted] Hello, This is in response to the complaint filed by [redacted] Complaint # [redacted] The enrollment for this customer has been delayedThe reason for the delay is because the rate that the customer signed up for was offered before the rate code was accepted by the utilityIf the enrollment was sent to the utility immediately then the customer would be enrolled on the incorrect rateTo avoid that North American Power had to make the decision to hold the enrollment until we receive confirmation from the utility that the rate has been made effective on their endWe expect the enrollment requests to be submitted by 11/1/The customer is going to receive the rate he contracted for and for the exact term he enrolled on with North American PowerWhen we became aware of the issue we made attempts to contact the customer via phone and letter to let them know the enrollment was going to be delayed, and the reason for the delayAttached you will find a copy of the letter that was mailed to the customer Should you have any further questions or concerns, please do not hesitate to contact me directly Sincerely,Compliance Department North American Power [redacted] T ###-###-#### F ###-###-####

v\: [redacted] o\: [redacted] w\: [redacted] Hello, Complaint# [redacted] ( [redacted] ) NAPG takes the satisfaction of both our customers and our potential customers very seriously, we apologize for the challenging experience the customer has had regarding their fixed term Upon further review of the customer’s account, it has been determined the customer was enrolled into NAPG’s 3-month $0.0999/kWh fixed rate The customer was supplied the mentioned rate for the full length of their fixed termAs a standard, NAPG sends the renewal notice to advise customers 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 the customer takes no action, their account will default back to the standard variable rate plan In Mr [redacted] case, contact was never made by the customer to renew or to cancel their account, therefore, the customer’s fixed plan expired and defaulted to the variable rate Based on the customer account details, the renewal letter was mailed to the customer prior to the expiration of their 3-month fixed term Although this customer was charged accordingly, in the spirit of customer satisfaction an accommodation will be issued to the customer in the amount of $– which is 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 the customer’s 1/27/– 2/26/ billing cycle Should you have any further questions or concerns, please do not hesitate to contact me Sincerely, Compliance Department North American Power [redacted] T [redacted] F [redacted] / [redacted] Style Definitions */

v\: [redacted] o\: [redacted] w\: [redacted] Hello( [redacted] )NAP takes the satisfaction of both our customers and our potential customers very seriously, we apologize for the challenging experience the customer has had regarding their account Our records indicate, on 11/11/2014, that the customer called into our customer care department to request cancellation of their accountHowever, contained in the NAPG Terms Of Service, it clearly specifies that a customer’s cancellation notice must be received via email at least five (5) business days prior to the scheduled charging of your credit card in order to avoid future charges, in this case, the customer was informed by the CSR to send an email to [redacted] to request the cancellation of their account Attached you will find the TOS that outlines the specifics pertaining to the cancellation of an account Although this customer was charged accordingly, as a courtesy, the $that was debited for the customer’s November billing period will be refunded back to the customer debit/credit cardThe customer is no longer enrolled and will not incur any further charges from NAPG We certainly wish there was more we could have done and regret that the customer was dissatisfied with our service Should you have any further questions or concerns regarding this matter, please don’t hesitate to contact me directlySincerely, [redacted] North American Power [redacted] T ###-###-#### F ###-###-#### / [redacted] Style Definitions */

v\: [redacted] o\: [redacted] w\: [redacted] v\: [redacted] o\: [redacted] w\: [redacted] / [redacted] Style Definitions */ Hello, This email is in response to the complaint filed by [redacted] - Complaint # [redacted] As of 12/10/2015, Mr [redacted] ’ phone number has been removed from NAPG’s call list It is important to note, that after a phone number has been placed on the DNC list, it can take up to hours before this request is updated within our database We regret Mr [redacted] had an adverse experience and hope this response has meaningfully addressed his complaint Should you have any further questions or concerns, please don’t hesitate to contact us directly Sincerely, Compliance Department North American Power [redacted] T ###-###-#### F ###-###-#### / [redacted] Style Definitions */

Revdex.com:North American Power and Gas, LLC customer service representative [redacted] contacted me and reviewed my Revdex.com complaint He said that according to NAPG's information the notification for my renewal was sent to me(although I told him I did not receive it) He also said he saw the obvious jump in my bills and would like to make it right He assured me that they will reimburse the difference for consecutive months that were the highest [redacted] was waiting to review the February 17th, bill, and from there cut a check to me for the difference When that happens, I will then find that the resolution is satisfactory to me I would also like to mention that the representative [redacted] was factual and thorough, along with compassionate and kind I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

Our records indicate that the customer was on our fixed rate, but then moved to our variable rate upon the expiration of their fixed rate term, per the original 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 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 weatherWe 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 $231.71, 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 four billing cycles We sent an email to the customer outlining these pointsWe 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: I have reviewed all my paperwork that NAP sent meI have all original documentation and my BGE billsNAP claims they sent me correspondence in reference to the rate change but I have no record of thisI have received NAP power bills for months that are almost double what my local power supplier are chargingNAP has my email address and my home phone but they claim to have contacted me with a letterI 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 yearI am only making a estimate because I have not yet itemized every bill, but I believed I have been over charged at least 1,dollars since I was switched from the fixed rateIf 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]

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 to *** from NAP on 6/4/14, and he stated that NAP was sending the remainder ($315.00) of the over-charges I should be receiving their check in the next week Thank you to the Revdex.com for helping us properly conclude this issue 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 weatherWe 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 $70.83, 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 pointsWe 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

I apologize for the delay of the response to the complaint below In the spirit of customer satisfaction, an accommodation in the amount of $will be issued to the customerThis accommodation will be issued to the customer in the form of a check and should be received within the next 10-business days As of 2/15/2015, the customer’s account has been cancelled with NAPG and has not incurred any further charges beyond this date NAP takes the satisfaction of both our customers and our potential customers very seriously, we apologize for the challenging experience the customer has had regarding their account Should you have any further questions or concerns, please do not hesitate to contact me Sincerely, Compliance Department North American Power and Gas

Hello, [redacted] The following written response is made pursuant to the complaint filed by Customer, [redacted] against North American Power and Gas, LLC (“NAPG”)In the complaint the customer claims they were informed, at the conclusion of his fixed term, he would be supplied at a competitive variable rateTo begin, on 12/8/2013, [redacted] enrolled into NAPG’s 12-month $0.0599/kWh fixed rateBased on the customer’s account details, the fixed rate plan started on 1/6/– which he was supplied for the length of the customer’s termNeedless to say, at the end of the customer’s 12-month term, his account defaulted to the variable rate Keep in mind, variable rates are subject to price fluctuations based on market conditions and other price related factorsThat being said, rates can go higher or lower than the local utility in any given month In the effort, to negate customers, from being exposed to the variable rate at the conclusion of their fixed termAs 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 planAdditionally, as stated in the terms, if the customer takes no action, their account will default back to the standard variable rate planThis was the case for [redacted] Attached you will find Exhibits A & B: 1) the Welcome Letter and TOS that were mailed to the customer2) the renewal letter that was mailed to the customer informing him of the pending expiration of his fixed termLastly, [redacted] account has a service end date set for 3/4/and will not incur any further charges beyond this date – nor will he be assessed any early termination feesWe surely wish there was more we could doIf you should have any further questions or concerns, please do not hesitate to contact me directlySincerely, Compliance Department North American Power [redacted]

? Complaint: [redacted] I am rejecting this response because: I do not wish to re-enroll with North American PowerI don't want to pay for a service that I'm complaining aboutDoesn't seem like a reasonable reconciliation.? Sincerely, [redacted]

Hello, This email is being sent in response to the complaint filed by [redacted] Complaint # [redacted] - which [redacted] has asserted that [redacted] coaxes potential consumers by offering free gift cards and competitive 6-month fixed rate plans to only later expose these consumers to a variable rate at the conclusion of their rate agreement without any warningTo begin; we have attempted a search through our database in order to locate an account belonging to [redacted] using the customer information provided However, we were unable to find any accounts associated with this dataTherefore, if [redacted] is a current customer or is a former customer of ours, we would kindly request that we be provided with any additional account detailsThis would help us mightily in our search, and would allow us to properly address his concerns based on the details reflected on his accountWith esteem to [redacted] above free gift card claimsAll newly enrolled customers who have signed up for either electric or natural gas supply service with [redacted] are eligible to receive a Welcome Bonus - which can amount up to a $prepaid [redacted] ***Now, if the said member also enrolls both their gas and electric accounts with us they may also be eligible to receive up to an additional $bonus - a potential of totaling up to $ All the customer has to do is download, read and mail us back the Welcome Bonus redemption form and they will have instantly begun the redeeming process for their Welcome BonusThis is our way of saying thank you to the newest members of our [redacted] energy family Accompanied with [redacted] displeasures with our Welcome Bonus process he also presents concerns about our rate plans We place a great deal of effort into providing all consumers with a competitive fixed rate within the regions in which we marketThough we do offer 6-month rate plans; we also provided various fixed agreements with the term length lasting beyond a month period In the past and as of to-date we offer 8, 9, and even month fixed rate contracts The length of a term depends many factors such as the current and future market conditions As a standard, we send renewal notices to advise customers as to when their fixed rate obligation will expire and encourage them to contact us to renewAdditionally, as stated in the terms, if the customer takes no action their account will default to the standard variable rateI hope that this response meaningfully addressed [redacted] questionsShould you have any further questions or concerns, please do not hesitate to contact us directlySincerely,Compliance DepartmentNorth American Power & Gas

We're truly sorry that Ms [redacted] , 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 weatherWe 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 $454.53, which is the approximate 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 are continuing to attempt to reach out to Ms [redacted] and outline these pointsWe 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] , You were enrolled into the fixed, however, the fixed rate expired and defaulted into the variable rate class="p1"> With regards to the higher-than-usual variable rate that you received last month, wholesale electricity costs have been astronomically high in Maryland this winter—in fact, they've been high throughout New England, 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 spikeIn 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 madeBelow you will find the breakdown of this accommodation: - Electric - 3/07-4/- $ - Difference at the utility’s rate to compare Total refund $ The accommodation should be received within business days Please contact me at [redacted] if you have any questions or concerns Thank you,

We’re happy to inform you that all the customer’s concerns have been addressed, and an accommodation check in the amount of $133.37, 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 We encourage the customer to contact me directly at [redacted] with any additional questions or concerns [redacted] Regulatory Compliance Analyst North American Power [redacted]

Complaint: [redacted] I am rejecting this response because:Date Sent: 3/23/10:40:AMFirst of all they credited my statement and then charged me AGAIN for the kw rate when I just got the bill last weekWhen I spoke to the representative he checked in the computer system and NEVER saw a renewal letter sent to me and didn't know whyPerhaps 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 increaseThat 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 increaseI 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 carrierThe attached bill indicates the adjustment from the previous month and then a charge with the same high rate for the current month

v\: [redacted] o\: [redacted] w\: [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/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] / [redacted] Style Definitions */