North American Power

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 $76.09, 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.

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]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Once again, FOr well over a year, I have heard this companies agreement to pay me the monies they have agreed to pay me. Yet they have not paid anything. I do not believe anything this company promises. They have not paid me what they owe me and I will not be satisfied or believe them until  I see the payment.. Do not believe anything this company tells you
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])
We're
sorry that the customer, like many customers of both suppliers and utilities
across the region, have
experienced higher-than-usual variable rates this year
The customer was enrolled into NAP's guaranteed savings plan, however, the plan
expired and defaulted to the variable 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
$135.49, 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 the customer's past two billing cycles.
Lastly,
the customer will be refunded at the utility's RTC for their final months of
service
We
encourage the customer to contact me directly at [redacted] with any
additional questions or concerns.
[redacted]
North American Power
[redacted]
T ###-###-####
F ###-###-####

Hello,
([redacted] - Rejection) 
We
at NAPG have diligently reviewed Ms. [redacted]’s ’s account to provide a reasonable
response according to our records.
After
further review and consideration, To address her claims of not receiving the
renewal letter, an additional accommodation of $159.58 will be issued. This
refund 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 7/9/2014 – 8/12/2014 and 8/12/2014 –
9/9/2014 billing cycles.
The
customer will also be refunded at the utility’s rate-to-compare for their final
billing cycle with NAPG, however, this invoice has not yet been generated in
our system. We advise Ms. [redacted] to contact our customer care department once
she has received her November – December invoice. We will then determine the
refund amount, and will issue the refund.
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 ###-###-####

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Hello,This
email is in response to the complaint filed by [redacted]s Nelson - Complaint # [redacted]
NAPG
does not take complaints in which a...

customer claims they were misled at any
part during their enrollment lightly nor will it be tolerated.  It is
clearly specified to all DTD representatives during their training that any
form of misrepresentation or the manipulation of the specifics of our product
will lead to immediate termination of one’s employment.  The DTD agent
implicated in this complaint has been removed from the DTD campaign while we
undergo a further investigation into this matter.
Mr. [redacted]’s account with NAPG have been cancelled and will return back to
his respective supplier.  Fortunately, the customer’s account never went
on flow with us. Therefore, he has not incurred any supply charges from us nor will he in the future.
We
deeply apologize for any inconvenience Mr. [redacted] might have experienced and
hope this response was meaningful and addressed the customer’s concerns.
Sincerely,Compliance DepartmentNorth American Power & Gas, LLC

If I received a letter from north American power I don't recall seeing it.  I think they are lying, however I will always encourage anyone I know to stay away from these criminals! 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,[redacted]

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]
[redacted]
[redacted]

Hello,Complaint #[redacted]Customer service and satisfaction are certainly of great importance to us; which is why, all complaints filed against NAPG are taken seriously and thoroughly reviewed in order to address the concerns alluded to by the complainant.Based on [redacted]...

account details, on 2/4/2013, he enrolled his account with NAPG and selected a variable rate. During this time period NAPG did not offer nor market any fixed rate agreements; but when these rate options were implemented they were offered to current, potential, and former customers. Several methods were used to inform customers of the newly added rate contracts.  Whether it was via an outbound telemarketing campaign or the mailing of advertising pieces; we encouraged all customers to take full advantage of the various plans that were available; which in turn, would insulate them from the unpredictability the variable rate could bring about throughout a given year.In [redacted]s case, not only was he (and/or household) the possible recipients of a mailer or phone call, he was mailed a courtesy notification alerting him that his price for supply would increase due to factors plaguing the market. We never heard back from [redacted] until this past February when he contacted us. In the course of him speaking with an agent, he was informed of the details mentioned above – which prompted him to request the cancellation of his account. Although no refunds or adjustments were warranted; with the hopes to retain M[redacted] as a customer, we offered to rerate his Jan-Feb billing period at the difference between the rate he was charged and our fixed rate (offered at the time).  However, in order for M[redacted] to receive this credit it was contingent on him not cancelling his account; and secondly, enrolling onto the offered rate plan.  Regrettably, he declined the offer and requested that his account be terminated.Despite M[redacted] declining our offer, please be advised that, this offer is still being extended to him should he decide to reconsider. His request to cancel was processed, and as of 3/15/2017, his account will no longer incur any further supply charges from us. Attached you will find the [redacted] of [redacted]’s enrollment.We hope that this response has meaningfully addressed all of [redacted]’s concerns.  Should you have any additional questions, please do not hesitate to contact us directly.  Sincerely, Compliance Department North American Power & Gas, LLC

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, pleaes note that this resolution is only partial.  North American Power did not take into account the February bill that I was also overcharged, and only settled the March and April bils.  I have communicated direclty with them to resolve that piece as well.
Sincerely,
[redacted]

According to our records, [redacted] was enrolled in a variable rate plan. Variable rate plans offer customers the flexibility to make changes to their account as their energy needs change, without incurring any penalties.  However, this rate plan is also subject to price fluctuations based...

on energy market conditions and other price related factors.  That being said, rates can go higher or lower than the local utility in any given month and savings are not guaranteed.  For this reason customers are encouraged to enroll in a fixed rate plan that can offer them price certainty.
We regret that [redacted] was dissatisfied and therefore attempts are being made to contact the customer to discuss her complaint.  Alternatively, she is also encouraged to contact NAPG’s escalation hotline at ###-###-#### to speak directly with an escalations agent.  We look forward to an amicable resolution.
 
Sincerely,
 
Compliance Department
North American Power and Gas<

We're sorry that the customer has experienced this inconvenience. In the interest of customer satisfaction, we are sending the customer a check in the amount of $134.53, which is the difference between what the customer paid with us and what they would have paid at the fixed rate. They should...

receive this check within the next 1-2 billing cycles. 
 
We hope that the customer is satisfied with this outcome, and we encourage them to contact us with any additional questions or concerns.

Hello,   This email is being sent in response to the complaint filed by Scott Marchese - complaint #11423608  
11pt;">With regard to the customer’s concerns pertaining to the renewal letter provided to him upon his request. Back in 2013, these files were generated in-house using an internal application. When archived files were pulled during this time-period the data stamp listed is from when we pulled the last copy - not when the original letter was generated. The letter generated on 3/09/2016 is proof of that. We now have a letter generation and mail vendor that we use to generate and mail all business transactional correspondence to customers.   Furthermore, the fixed plan that Mr. Marchese enrolled onto was for a 6-month $0.0979/kWh fixed rate, which was supplied to him for the indicated term length. In fact, he received an additional 2 months at the mentioned rate plan after his agreement had expired. Hence the customer received an 8-month fixed rate plan rather than a 6-month term. In addition to this it is important to mention that the customer contacted us 2 years later after his fixed agreement had ended, requesting a refund – which by all accounts was not and is not warranted, because a renewal notice was mailed to Mr. Marchese, and the rate he was charged for supply is clearly listed on his utility invoice.  If there was a concern Mr. Marchese could have contacted his utility or North American Power within a few months of his plan expiring, not 2 years later. Also, a customer has the option to log into their customer portal, and change their own rate without contacting North American Power’s customer service department.   Although we show that a refund is not necessary and the customer was properly charged for service; in the hopes to provide customer satisfaction, the customer will be issued a $25.00 accommodation check for any inconvenience he might have experienced.   As of 4/25/2016, Mr. Marchese’s account has been cancelled with us and has not nor will he incur any further supply charges beyond this date.   Should you have any further questions or concerns, please do not hesitate to contact me directly.   Sincerely, Compliance Department North American Power

([redacted])   NAP takes the satisfaction of both our customers and our potential customers very seriously, we apologize for any challenges the customer may have experienced with regard to their account.   It 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.  It is worthy to point out 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.    However, it was determined that the renewal letter that was to be sent to the customer did not generate due to an administrative error, and for that we greatly apologize.    To rectify the situation, a corrective refund in the amount of $103.23 will be issued for the inconvenience, 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 their 10/3/2014 – 11/4/2014 and 11/4/2014 – 12/4/2014  billing cycles.   Several attempts have been made to contact the customer to address their concerns, however, the attempts made 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 ###-###-####

Hello,
Complaint# [redacted] ([redacted])
We at
NAPG take the customer’s claims very serious and have diligently investigated Mr.
[redacted] account to provide a reasonable response according to our reports.
Based
on the customer’s account details, on 2/5/2015, the customer enrolled his
account into a 12-month $0.0999/kWh fixed rate. Typically, a rate change
request of any kind can take up to 1-2 meter reads from the date which the
request is submitted to the utility company. In Mr. [redacted] case, the request
was made and submitted to the utility company on 2/5/2015. The fixed rate was
then reflected on the customer’s 3/4/2015 – 3/31/2015 billing cycle, which is
within the time period that a rate change may take before it goes into effect.
Although
this customer was in the middle of their billing cycle when they elected to
enroll into the mentioned fixed term above, the customer was issued an
accommodation in the amount of $122.30 – which was calculated at the difference
between what the customer paid for supply with us and what they would have
paid, if the customer was charged at the 12-month $0.0999/kWh fixed rate for
their 12/31/2014 – 2/6/2015 billing cycle. 
As
of 3/31/2015, 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, please do not hesitate to contact
me directly.
 
Sincerely,
 
Compliance
Department

Complaint: [redacted]
I am rejecting this response because:
We should have been made aware of the fact that the termination would take place immediately, and not Jan 2016 as we had requested. Very poor customer service. Very bad business practice to not take responsibility for your fault. 
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]

[redacted] 11018137
I am rejecting this response because:
Sincerely,
[redacted]
North American Power gave me a new contract and was suppose to send a check for $25 , no check has arrived to date, that was 10 days ago..