North American Power

Our records indicate that the customer moved to a variable rate after 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 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 $367.19,
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,
Complaint# [redacted] - Rebuttal)
Mr. ** 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 his
renewal letters for both accounts.
Attached you will find Exhibit A & B:
both the renewal letters that were mailed to the customer.
Keep in mind, the customer was charged accordingly,
but was issued an accommodation in the amount of $71.54 on 3/11/2015. This
accommodation was calculated at the difference between the variable rate the
customer was charged for both his accounts and what he would have paid if he
were charged at the utility's rate-to-compare for his 1/5/2015 – 2/3/2015
billing cycle (both accounts).
The customer claims the accommodation which was
issued was incorrectly calculated. Upon reviewing the customer's cost summary
provided, his calculations were based off the $0.0669/kWh fixed rate which
expired. NAPG's calculations were based off the utility's rate-to-compare for
the customer's 1/5/2015 - 2/3/2015 billing cycle.
Mr. ** references his final billing cycles with
NAPG and expresses his displeasure with being charged at the variable while he
waits to be transitioned back to his utility company. Bear in mind, the
supplier can not determine the start date or end date of a customer's account,
these decisions are made solely by the customer's utility provider.
Although this customer has already been
accommodated and our records indicate the customer was charged accordingly. In
the hopes to provide customer satisfaction - the customer will be re-rated at
the utility's rate-to-compare for his final billing cycles with NAPG.
We ask that the customer contact NAPG's customer
care department when he has received his billing invoices following after his
1/5/2015 - 2/3/2015 statement. He will then be issued an accommodation at the
difference of the utility's rate-to-compare for the invoices that apply until
his accounts are no longer supplied by NAPG.
Should you have any further questions or concerns,
please do not hesitate to contact me.
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], and find that this resolution is satisfactory to me. Sincerely, [redacted]

I was over-charged at least $800.00. The Revdex.com says that a "good faith" effort was made by North American Power; it has not. Paying part of what you took is not good faith. North American Power still owes me $313.05. It is my money, not yours. Please refund the remaining balance. I will be contacting [redacted] with my story. Do the right thing! We both don't want Small Claims Court; more money and more time.

Desired Settlement / Outcome
Desired Settlement:



select



Desired Outcome:


North American Power still owes me $313.05. Not a "good faith" effort.

Complaint: [redacted]
I am rejecting this response because: I did receive the email from this gentleman and will await the check however this accommodation is not in regards to my dec-jan or jan-feb bill. I have opened a separate complaint for my feb-mar bill which I will close once the check is received however this response does not reconcile my original first two bills. I would like an accommodation for my dec-jan and jan-feb bills which this response does not acknowledge. I sent an email response to this gentlemen with my concerns as well.  I tried to contact the office to speak with him directly but no one could say he even worked in the office. Again I am looking for an accommodation for my dec-jan and jan-feb bills. 
Sincerely,
[redacted]

We
respect [redacted] position on this matter.  However, as stated in the
company's previous response, [redacted] is a budget billed customer.  What
this means is that each month she is required to pay a set amount each month
based on what she can afford, rather than her total bill each month.  And so, as a result any remaining balances
are carried forward and then reconciled at the end of the budgeted billing
term, as determined by her local utility company.  NAPG does not participate in any budget
billed programs and cannot comment on any outstanding balances the customer may
have.  However, NAPG can confirm that [redacted]'s cumulative supply
charges incurred for the duration of her service with NAPG (May 2014 – Jan 2015)
do not total $1400.  Furthermore, [redacted]'s average supply charge with NAPG is $149.  The customer's belief that NAPG charges her $200-$300 per month is quite unclear.  And so, it is
virtually impossible for NAPG to have contributed to such a balance as the
customer claims.
 
As
a courtesy and to provide her with some relief, NAPG made adjustments to her
final bill cycles serviced with NAPG which resulted in a refund of $241.08 – to
which we were not informed of her rejection. 
Anything beyond this is simply unwarranted.  We regret if [redacted] is not satisfied
and wish there was more we could do. 
NAPG encourages [redacted] to contact her local utility for any
further questions concerning her budget billed plan.
 
Sincerely,
 
Compliance
Department
North
American Power and Gas

Terrible Customer Service, low intro rate then variable after that. When you try to reach customer service to lock in at a lower rate they always have "significantly higher than usual call volume" and you are left holding until you give up and hang up. Buyer beware 644+ complaints for a reason. Out of the blue, one year after termination I received a bill for 154.45 from them. They claim that it was for funds not paid yet I have proof of every payment. Save yourself the time and aggravation.

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-business days,
they will receive a check in the amount of $50.00, which will be a substitute
for the $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

Complaint: [redacted]
I am rejecting this response because:
I called in June to cancel this service.  When I called on Nov. 11 No one at that time stated that I had to email then. They transferred me to a supervisor and she called back and left a voicemail, again not stating that I had to send a email.
This companies records are all bad. They are stating that I must contact them 5 days prior, I called on the 11th, and they still took out the payment on the 24th. Again at no point in on the 11th did the gentleman say I had to email. He stated he would cancel.
My point is I canceled in June I want my FULL refund.
[redacted]

We respect Mr. [redacted]'s position on the matter and encourage him to contact our escalations hotline at ###-###-#### to further discuss his concerns.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 $689.57,
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 their time with us.
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
[redacted] with any additional questions or
concerns.

Hello,([redacted])
NAP takes
customer
satisfaction very seriously and examines each claim with diligence
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 this year have increased
substantially as a result of a severe energy shortage
After further
review of this account, the customer enrolled into a variable rate
plan. Variable rates are subject to price fluctuations based on market
conditions and other price related factors. That being said, rates can go
higher or lower than the local utility in any given month. Based on our
records this customer was charged properly
Although the
customer was billed accordingly, a courtesy accommodation totaling $70.59, will
be issued to the customer following adjustments to both his gas and electric
accountsIn particular, for his electric account, he will receive a
refund of $36.61- 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 the customer's 3/1/– 3/31/billing cycle
Likewise, for
his gas account, a refund of $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 the customer's
3/1/– 3/31/billing cycle
Both the
customer's accounts have been cancelled and will not incur any further charges
from NAPG
Several
attempts have been made to contact this customer and inform them of the
accommodation, 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] was contacted by North American Power and Gas to discuss his concerns.  He was advised that he was enrolled on a variable rate plan where the price fluctuates on a month-to-month basis based on market conditions and other price-related factors.  Therefore, the price can go higher...

or lower than the utility's standard offer rate at any given time and savings are not guaranteed.  For this reason customers are encouraged to enroll in a fixed rate plan that can offer them price certainty.
As a courtesy to the customer, NAPG issued [redacted] an adjustment of $120 which satisfied his desired settlement and resolves his complaint.
We regret the customer was dissatisfied with their experience and hope this response has meaningfully addressed 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], and find that this resolution is satisfactory to me.
HOWEVER, THEY ARE LYING.  I JUST GOT ONE EMAIL FROM THEM THIS WEEK. THEY HAVE NEVER TRIED TO CALL ME OR MAIL ME ANYTHING.  I DON'T CONSIDER ONE EMAIL "SEVERAL ATTEMPTS"!!
Sincerely,
[redacted]

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 72 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 ###-###-####

Complaint: [redacted]I am rejecting this response because:  I enrolled based on information provided to me by a person who represented this company and earned money as a result of my enrollment.  I was left with the impression that I would always pay less than I would pay if I stayed with [redacted].  North American Power is saying that they sent a letter to me before my rates went up and I never received any correspondence from them.  This company has taken advantage of my lack of knowledge in this area and it's unfair to know that they are only offering to adjust billing for one month when I requested more than that considering that fact that I've been ripped off for more than a year.  I thought my bill was higher because the cost of electricity was higher for everyone.  I had no idea that I was being charged almost twice as much as I should have been paying.  There have been numerous complaints about this company's deceptive practices and preying on uninformed people seems to be how they operate.  My winter bills have been the most devastating and have literally had to forego buying groceries to pay my electric bill, all because of this company.  At the very least, I think my December and January bill should be recalculated and the difference refunded in addition to the February bill.  Now that I am aware and more educated about this, I cannot accept the offer that this company is calling good customer service knowing that I have been overpaying for much longer than the time frame that I am requesting a refund. Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: I was told on August 7th by the representative that I would be charged until the billing cycle ended on August 27th and I would be able to switch back over after that. I was never told at any time it would take 1 to 2 billing Cycles. I recently was told that again by the representative who was resolving my issue that I would be refunded the difference back starting the billing cycle August 28th. At no time again was I told it would take one to two billing cycles and that it would not affect me until the end of September. Therefore my expectation is that I would be refunded the difference from the August 28th start that billing cycle
Sincerely,
[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 directly. Sincerely,[redacted]
North
American Power[redacted]
T ###-###-####
F ###-###-####

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 $247.03, 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.