North American Power

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])
The
following written response is made pursuant to the complaint filed by Customer,
Alexander [redacted] against North American Power and Gas, LLC (“NAPG”). In the complaint,
the customer expresses frustration regarding their supply charge and rates. 
To begin, this customer initially
enrolled into a 6-month $0.0789/kWh fixed rate that expired and defaulted to
the variable rate. As 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. Additionally, as stated in the terms,
if the customer takes no action, their account will default back to the
standard variable rate plan. 
Although this customer was charged correctly, in the spirit to
provide customer satisfaction, an accommodation in the amount of $127..97 will
be issued to Mr. [redacted]. This accommodation was calculated at the difference
between what he paid with us and what he would have paid, if he was charged at NAPG’s
current 8-month $0.0929/kWh fixed rate for his 1/23/2015 – 2/19/2015 billing
cycle.
The customer requests that we apply a fixed rate to his account
immediately. At the moment, the fixed rate mentioned above is NAPG’s present
fixed rate and we would be more than happy to apply this rate to the customer’s
account going forward, however, the customer must call into our customer care
department in order to complete a verification agreeing to the terms of the
fixed rate.
Should you have any further questions or concerns, please do not
hesitate to contact me directly.
Sincerely,
Compliance
Department
North American Power and Gas

Roman";mso-hansi-theme-font:
major-latin;mso-bidi-font-family:"Times New Roman";color:black">Hello,
Complaint #
[redacted])
According to
our records, this customer was issued a
refund in the amount of $109.89, which is the difference between the variable
rate the customer was charged and what they would have paid if they were
charged at our 10-month $0.0949kWh fixed rate for the customers 6/13/2014 –
7/15/2014,  7/15/2014 – 8/15/2014,   8/15/2014 –
9/16/2014,  9/16/2014 – 10/16/2014 billing cycles. 
The customer then elected
to enroll into the mentioned fixed term and has been charged said rate for
their past 5 billing cycles. I am unsure, as to why, the customer feels they
are being charged at a variable rate when this is not the case – attached you will
find a screenshot of the customer’s last 5 billing periods with NAPG.
Should you have any further
questions or concerns, please do not hesitate to contact me.
Sincerely,
Compliance Department
North American Power

I switched my electric supply with North American Power and Gas at a fixed rate. When my rate expired I never received a notice despite them saying I did. When I realized that I was now at a variable rate of 17.99 up from my fixed rate of 6.69 I called to try to get my prior 2 months bills adjusted. They said no unless I signed up again for 12 months at 9.99. Considering the standard offer at my local electric company is 7.56 with reports that it will drop in March 2015, no one would agree to this, but that's the only way they would adjust my prior bills. Considering they can do price adjustments it's completely unreasonable to say no they can't adjust it without a new contract. All the rebuttals they had were weak, they discussed rates in CT when I live in ME which is irrelevant, they basically told me I was misinformed when I said that CMP reported their rates would be dropping in March 2015 - it was on the news yesterday apparently they're not in the loop. It was 100% ridiculous, discouraging, and their supervisor was condescending and unhelpful. They're in the business to scam busy people who don't call the first day their rate expires. If you want your bills to go from $60 in Nov to $150.56 in Dec then $181.35 in Jan use them. My usage decreased by 7 KWH from Dec to Jan but my bill sure didn't go in the same direction. Save yourself the hassle, saving a few cents for 6 months clearly costed me about $200 in the end.

Here is our Account Specialist's summary of the resolution with the customer:
 
I called the customer regarding their complaint. I apologized to him for the inconvenience, again went over the fact that we mailed out quite a bit of mail to him over his time as a...

customer and never received any returned mail. 
I let him know that for his issues he had with the Welcome Bonus, I will issue a 50.00 check as a courtesy and for the high variable rate he experienced, I went to his largest bill during that period and refunded him down to the utility rtc, which came to $123.39. 123.39 + 50.00 for WB = TOTAL courtesy accommodation of $173.39. 
I verified mailing address and name spelling, and advised 1-2 weeks to receive. I provided my contact info in case he does not receive. The customer is happy we are doing this and is pleased with the outcome.

Hello,
Complaint# [redacted]
[redacted]
We at NAPG take all customers' claims
very serious and have diligently investigated [redacted] account to provide a
reasonable response according to our records
With regard to the customer not
receiving a welcome bonusIn the terms of service, it indicates that the
customer must email or mail the request form and a copy of their first month's
bill for the applicable account showing North American Power and Gas, LLC as
the supplier within days of the date of the customer's first bill (the
"Expiration Date")However, we have no records of ever receiving the documents
mentioned above
Below you find the URL that links a
customer to the downloadable welcome bonus redemption form that outlines the
stipulations of the bonus
[redacted]
Based on the customer's account details,
the Welcome Bonus was mailed to the customer; however, we show that the Welcome
Bonus gift card was never activated
Therefore, to expedite the reception of
said Welcome BonusAn accommodation will be issued to the customer in the
amount of $50.00, which will be mailed in the form of a check as a substitute
to the welcome bonus
This check should be received within the
next 10-business days
Should you have any further questions or
concerns regarding this matter, please don't hesitate to contact me directly
Sincerely,
Compliance Department

Complaint: [redacted]
I am rejecting this response because:This is to advise that I did in fact respond to the last email and did not accept what NAP gave for an explanation on the amount they claim is due. We still dispute this matter and do not feel we owe this amount. We believe the issue they have for payment lies with our supplier PSNH as we were paying them per a payment plan and to the best of our knowledge and belief that was all paid. Sent from [redacted]
Sincerely,
[redacted]

Ms. [redacted],   Ms. [redacted] was contacted and her concerns have been resolved. ...

We advised her that no call is found in September when she claims to have called to cancel. However, as a courtesy we will issue a refund for her last bill cycle which comes to $92.90.  She was pleased with this.  Then before the close of the call we addressed her concerns regarding her renewal notice.  It is our understanding that all of her concerns were satisfactorily addressed.   We apologize for the delay in response to this complaint and respectfully request that you update your records accordingly.   Regards,   [redacted] Compliance Manager North American Power & Gas [redacted]

Company Response to Complaint
We regret Ms. [redacted] was dissatisfied with our service and s
mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA;">everal attempts have been made to contact the customer to discuss the
complaint but to no avail at this time. 
However, as a resolution to her complaint the company has provided Ms. [redacted] with an adjustment to the utility's standard offer for her bill cycle ending 1/22/15, which will result in a refund of $239.98.  This adjustment is being made as a courtesy, as Ms. [redacted] had been properly notified and charged correctly.  Nevertheless, she can expect to receive this reimbursement in the form of a check within the next 2 weeks.
NAPG remains committed to customer service and satisfaction and we hope this response has meaningfully addressed this complaint.
Sincerely,
Compliance Department
North American Power and Gas

Our records indicate that the customer was sent a renewal letter notice on 1/16/14, at which point we informed them that their fixed term was going to expire and that they could contact us to choose a new fixed rate plan. 
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 $96.56,
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 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.

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])
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 yearNAP typically sends renewal notices to let customers know when their
fixed rate contracts are expiring, and that they should contact us to renew on
another fixed rate plan. Also included in the notice, we inform the
customer that if they take no action their account will continue on a variable
rate plan. It appears The customer enrolled into the 3-month $0.0599/kWh
fixed rate, but towards the end of the term, the customer attempted to renew by
re-enrolling her account again online, which rejected the entry, because her
account was already active with NAP, and ultimately, never renewed into the new
fixed rate
Attempts
have been made to contact the customer, but to no availIn the interest of
customer satisfaction, we are sending the customer a check in the amount of
$105.46, 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 their last two billing cycles.
We
encourage the customer to contact me directly at [redacted] with any
additional questions or concerns.
[redacted], Regulatory Compliance Analyst
North American Power
[redacted]

Here is an update on our resolution efforts with the customer, per our Account Specialist:
 
I called out to the customer for the third time to go over the complaint and discuss a resolution. There was no answer, so I left a detailed message with the following...

info: I advised that the plan moved into our variable rate plan upon the expiration of their fixed rate, which was near the same time that he switched to another supplier. I advised that the account is now cancelled, that there will be no Termination Fee and that a courtesy accommodation will be made for him for that last month in the amount of $104.52--which he should receive in the next 1-2 weeks.

Hello,
Complaint#
[redacted] ([redacted]
[redacted])
Mr. [redacted]
was enrolled into a 6-month $0.0699/kWh fixed rate which was supplied to its
entirety. Our records indicate that the fixed rate expired and defaulted to the
variable rate, because the customer did not contact NAPG to cancel or to renew
his rate after the mailing of their renewal letter.
Attached
you will find Exhibit A & B: (A) the renewal letter which was
mailed to the customer & (B) the welcome letter that was mailed to the
customer when they initially enrolled with NAPG
Although
our records show this customer was charged accordingly, in the spirit of
customer satisfaction – an accommodation in the amount of $114.44 will be
issued to the customer. This accommodation was calculated at the difference
between what the customer paid with us for supply and what the customer would
have paid, if they were charged at the utility’s rate-to-compare for the
customer’s 3/20/2015 – 4/22/2015  billing
cycle.
As
of 5/21/2015, the customer’s account will be cancelled and will not incur any
further charges beyond this date. To further accommodate the customer, we will
issue an additional accommodation for this billing cycle (April-May) which will
be their final billing invoice with NAPG. This accommodation will also be
calculated at the difference of the utility’s rate-to-compare.
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.
I will still note though that I have in writing on November 19th an email notifying them of their incorrect address. Also, I spent many phone calls explaining that too and yet, the check was still mail over a month later to the wrong address. The amount of time and the shear volume of emails and phone calls and contact with the Revdex.com has been exhaustive. I have finally received the check that I was due months ago and spent well over $50 of my time trying to retrieve. I continue to be disgusted with this company and will cancel as soon as my contract is up and will be sure to notify others of my experience. Thank you very much to the Revdex.com for helping me retrieve the money that was due to me. However, I would greatly appreciate if their Revdex.com rating is downgraded so that other people can be warned. 
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.
Please close my complaint. I have received check and have no futher issues. Thank you for your help!
Sincerely,
[redacted]

Hello,
Complaint# [redacted])
The
following written response is made pursuant to the complaint filed by Customer,
[redacted] against North American Power & Gas, LLC (“NAPG”). In the
complaint, the customer expresses dissatisfaction with her supply charges, because
allegedly the renewal notification was never received, which led to her account
defaulting to the variable rate at the conclusion of her fixed term without her
knowledge.
To begin; the customer was enrolled
into a 6-month fixed rate with NAPG.  Our
records indicate that the fixed rate was supplied for
the indicated length of term, and at the end of this term, the fixed
rate defaulted to the variable rate. 
As 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 plan. Additionally, as stated in the terms, if no action is
taken, the account will default back to the standard variable rate plan. 
Based off our records, the renewal notification was mailed out to the
customer on 11/14/2014. Although this customer was charged properly; in the
spirit of customer satisfaction, an accommodation in the amount of $25.00 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.
Since 2/17/2015, this customer’s account has been cancelled with NAPG and
has not incurred any further charges beyond this date. 
Several attempts to contact the customer have been made; however, these
attempts have been unsuccessful.
Should you have any further questions or concerns, please do not
hesitate to contact me. 
Sincerely,
Compliance Department
North American Power

The
following correspondence is made in response to the complaint filed with the
Revdex.com against North American Power and Gas (“NAPG”) by Customer, [redacted].  In the complaint, Mr. [redacted] expresses
dissatisfaction with the variable rate charged following the expiration of...

his
fixed contract.
 
To
start, it is NAPG’s standard practice to notify its customers of their renewal
options (by mail) prior to the expiration of their fixed contract. 
However, if the customer takes no action following the notice 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].
 
In
early December 2014 the customer made contact with the company and was provided
several options concerning his account however, he declined and decided to cancel.  Therefore, at this time the customer’s supply
service is scheduled to return to the utility’s standard offer on 1/13/2015.
 
Nevertheless,
NAPG will make further attempts to contact Mr. [redacted] to address his
concerns.  He should expect a call from an
NAPG customer service agent at any time prior to Friday, 1/9/2015.  We look forward to resolving this matter amicably.
 
NAPG
remains committed to customer service and satisfaction and hope this response
has meaningfully address this complaint. 
 
Sincerely,
 
Compliance
Department
North
American Power and Gas

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 $273.25, 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]