North American Power

Hello,Complaint# [redacted]It is important to note, NAPG's refund policy indicates when issuing any accommodation, said accommodation will be mailed to the address which is displayed on the customer's account in our database. We do not use the address provided within the confines of the complaint that is filed by the customer.  Unless, this is indicated by the customer when contact is made or if it is specified in the customer's complaint.Our accounting department has verified that the accommodation which was issued to Mr. [redacted] has not been cashed.  Therefore, a new check will be reprinted and will now be mailed to Mr. [redacted] current address.Mr. [redacted] should expect to receive his accommodation within the next 7-10 business days.Should you have any further questions or concerns, please do not hesitate to contact me.Sincerely,Compliance DepartmentNorth American Power

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 $290.83.
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.

HelloComplaint# [redacted]) - RebuttalWe at NAPG apologize for any inconvenience Ms. [redacted] may have experienced regarding NAPG rates.Again, some utility territories cross zip code areas
and, as a result, marketing efforts to new and former customers in a specific
zip code sometimes reach customers that are served by a different utility—as is
the case for Unitil customers receiving marketing materials for [redacted]
customers. These marketing materials, however, clearly indicate that it was an
offer for [redacted] customers.If you have any other questions, you
may contact us at [redacted], Monday through Friday between the hours of 8:00
AM – 6:00 PM EST.Sincerely,Compliance Department

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. 
 
Next,
when a customer requests to cancel their service, NAPG transmits that request to
the utility company electronically and the utility company replies with a
service end date they determine; based on the customers meter read dates.  Service flow start and stop dates is a
function solely controlled by the local utility and not NAPG.  We regret the customer was displeased with
the switching protocols.
 
At
this time Mr. [redacted]’s supply service has been cancelled and his service is
scheduled to return to the utility’s standard offer on 1/12/2015.
 
Currently,
NAPG is making attempts to contact Mr. [redacted] to further discuss 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

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  $37.52 that they should receive within 2 weeks at the verified address. The customer was very happy with this resolution.

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 $257.25,
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.

Hello,
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, unfortunately, wholesale prices for both electricity
and natural gas have sky-rocketed as a result of a severe winter energy
shortageWe 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
Attempts have been made to contact the customer, but to no avail
In the interest of customer satisfaction, we are sending the customer a check
in the amount of $240.79, 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 past four billing cycles.
We encourage the customer to contact myself directly at [redacted] with
any additional questions or concerns
[redacted], Regulatory Compliance Analyst
North American Power
[redacted]

Revdex.com:
 
Apologies for delay in my response to your message. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me on the bill dated 2/21/2014.
I appreciate your involvement in getting my complaint resolved in such short time.
But again, this months bill (dated 03/25/2014) too is on a higher rate from NAP. I have pasted the bill details below for your reference and attached the .pdf copy of bill with the email
Activity Date
Activity Type
Meter Number
Rate
Bill To Date
Bill Days
Index
Use
Unit Of Measure
Read Type
Description
Amount

Running Balance*

03/25/2014
Monthly Bill








Invoice# 6[redacted]63
$205.50
$205.50











North American Power Electric Charges
$36.98












North American Power & Gas, LLC Gas Charges
$101.56




2273614
RSG (HTG)
03/20/2014
29
5627
103.738
THERMS
Act
Gas Charges
$52.55




[redacted]
RS
03/20/2014
29
5046
185.000
KWH
Act
Electric Charges
$14.41




I have attached the excel sheet of my previous usage and other bill details for last 13 months for your reference in which I have highlighted (in Yellow and Red) the amounts to be verified. The above rate is also double the price that they usually charge. This difference in energy cost have happened when I told them that I am switching the energy supply company back to [redacted] from NAP. Please help me here too to get the extra cost charged on my bill, reverted and paid back to me. Your help will be much appreciated.
Please let me know in case of any further information needed.
Thank you
Sincerely,
[redacted]

Hello,   We at NAPG take the customer’s claims very...

serious and have diligently investigated Mr. [redacted]’s account to provide a reasonable response according to our records.   Upon further review, on 9/3/2014, we received a complaint from the wife of Mr. [redacted]) regarding the increase in the variable rates, and the $50.00 welcome bonus that was not received for enrolling. As a resolution, to the customer’s concerns – an accommodation check in the amount of $201.64 was issued to the customer. $151.64 of this refund, was calculated at 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 three billing cycles (6/3/2014 – 7/1/2014, 7/1/2014 -8/1/2014 and 8/1/2014 -9/2/2014).   The $50.00 accommodation, which brings the total refund to $201.64 was issued to substitute the welcome bonus that was never received.   We certainly wish there was more we could do regarding the customer’s request to arrange a payment plan, however, the customer’s utility provider is a POR (Purchaser of Receivables) market. This means the utility company purchases the energy for the supplier at a discount rate equal to the utility’s actual uncollectible rate. This discount rate is then offset from the monthly payments the utility makes to the supplier and is subject to a periodic reconciliation process. Since we do not separately invoice the customer for their supply, we cannot schedule or create a payment plan.   We recommend that the customer contact their utility provider, who should be able to provide this service to them.   Should you have any further questions or concerns regarding this matter or the offered $50.00 accommodation, please don’t hesitate to contact me directly.   Sincerely,   [redacted] North American Power [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 $395.62, 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.

Hello,
Complaint#
[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 he was not informed of the pending
expiration of
his fixed rate – which caused both his accounts to be subjected 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 planAdditionally, as stated in the terms, if the customer takes no
action, their account will default back to the standard variable rate plan
According to our records, the customer was
mailed the mentioned renewal notice to both accounts, however, the customer never contacted NAPG to renew or
cancel their account
Although this customer was charged accordingly, in the
spirit of customer satisfaction – the customer will be issued a total
accommodation in the amount of $This accommodation was calculated at the
difference between the variable rate the customer was charged for both his
accounts and what they would have paid if they were charged at the utility's
rate-to-compare for their 1/5/– 2/3/billing cycle (both accounts)
Should you have any further questions or concerns, please do
not hesitate to contact me
Sincerely,
Compliance Department
North American Power and Gas

We're sorry if there has been any confusion, but we have absolutely attempted to contact the customer multiple times. If the customer would like to discuss the matter directly, we encourage him to contact our Account [redacted]

Hello,
Complaint #[redacted]
Light,sans-serif;">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 Power
20 Glover Ave, Third Floor, Norwalk, CT, 06850
T ###-###-####
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 as long as the refund described is actually processed
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,
([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. 
An attempt has been made
to contact the customer to inform them within the next 10-14 business days,
they will receive a check in the amount of $50.00, which will be a substitute
for the $50.00 welcome bonus [redacted] gift card that was never received. 
However, the attempt was
unsuccessful, but a detailed voice message was left.
Cordially,
Compliance Department
North American Power & Gas

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] expressed 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 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]’s account.
 
In
late December 2014 Mrs. [redacted] made contact with the company and despite the
renewal letter being mailed on 9/10/2014, she was provided several options
concerning the account and was even offered an adjustment to the last bill
cycle.  However, she declined the resolution
offered and decided to cancel. 
 
That
being said, we wish there was more that we could do and regret the customer was
dissatisfied.
 
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

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]

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 $483.86, 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.