North American Power

Once my fix rate contract was up with North American Power and gas, LLC they raised my rates twice that of it's competitors ($0.1599/kwh vs $0.0799/kwh). One rate change was an increase of 30% in one month (Nov/Dec 2015)!!!! It cost me hundreds of dollars before I could cancel my service from this company.

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.
They are refunding me the amount of overcharge.
Sincerely, [redacted]

Upon receipt of this complaint, our Account Specialist sent the following email to the customer:
 
Hello Mr. & Mrs. [redacted],
 
With regards to the higher-than-usual variable rate that you received...

last month, wholesale electricity costs have been astronomically high in New Jersey this winter—in fact, they've been high throughout the Tristate, 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 spike. In 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 made. Below you will find the breakdown of this accommodation:
 
188122 - Electric 
·         $ 207.32 - 1/01-1/30
·         $ 291.00 - 1/11-3/01
 
Total refund $498.32
 
The accommodation will be issued to you in a check and should be received within the next 14 business days.
 
As always, you’re more than welcome to contact me at [redacted] to discuss any questions or concerns.

Here is our Account Specialist's summary of the resolution with the customer:
 
I called the customer back and played the recording. He agreed that it was not a fraudulent enrollment and will rescind all complaints that he has filed. He was thankful that we are...

willing to re-rate the July and Aug invoices to the utility RTC. He was clear that I would like him to call me back when receives the Aug billing statement.

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 would like to keep this open until we have received this check.
 
Sincerely,
[redacted]

I share the same experience that others have. The pricing structure is predatory. I would strongly recommend staying away from this power supplier.

Hello,
font-family: Cambria, serif; color: black;">([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 year, unfortunately, wholesale prices for both electricity
and natural gas have sky-rocketed as a result of a severe winter energy
shortage caused, in large part, by the extraordinarily cold weather. 
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
$289.55, 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 last two billing cycles.
Lastly,
the customer will be refunded the difference at the utility’s rate-to-compare
for last billing cycle with NAP.
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])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 10/20/2014, that the customer sent an email requesting the
cancellation of their account after the $was debited from their financial
intuition – the customer's complaint summary also corroborates with NAPG's
recordsIn the NAPG Terms Of Service, it clearly specifies that a customer's
cancellation notice must be received 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 cancellation request was received one day after the charge was
debited
Attached
you will find the TOS that outlines the specifics pertaining to the
cancellation of an account
As
of 10/21/2014, the customer's account has been terminated and will not incur
any further charges
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 ###-###-####

Hello,
This is in response to the rebuttal
email received from [redacted] - Complaint # [redacted]
We show no records of Ms[redacted]'
or her father's account ever being cancelled without their authorization. On 11/10/2015, both parties had contacted our
customer care department to request that their accounts be terminated and
switched back to their respective service supplierThis request was processed and their utility
provider were made aware of the customer's intentions to transition back themAgain, bear in mind, that only the Utility can set a
start date or end date for any account, which leaves the alternate supplier
without any control or the ability to schedule a cancellation for a specific
date or time. Due to this reason, we routinely
advise customers that it can take from 1-meter reads before their account is switched
from us to the new supplier
Below you
will find the link to NAPG's Terms of Service which will provide more details regarding
the changing and/or termination timeframe for one's account. [redacted]We hope that you found this
response meaningful. Should you have any
further questions or concerns, please do not hesitate to contact us
Sincerely,
Compliance Department
North American Power
[redacted]
T ###-###-####
F ###-###-####

Complaint: [redacted]
I am rejecting this response because: In principal, their (North American Power & Gas Company) offer is reasonable.  However,  I just received UI bill for 19 June - 20 July 2014 (see attachment) and the North American Power & Gas Company charged me as following:
Generation Services Charge 996 kWh X $.179900 $ 179.18
Generation Services Charge 599 kWh X $.159900 $ 95.78
                      Total Generation Services Charges $ 274.96
The agreed rate should be $0.0799 and total should be (996+599) kWh X $.0799=$127.44.  For 6/19/2014 - 7/20/2014, the company should refund me 274.96-127.44=$147.52.
In summary, North American Power & Gas Company should refund me in the total amount of $368.84 ($221.32+$147.52) for the affected months.
Sincerely,
[redacted]

Hello,
This
email is being written in response to the complaint filed by [redacted] – Complaint#
[redacted]
Per
[redacted] complaint summary, when he enrolled with NAPG he did so onto 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.  However, we have implemented a variety
of fixed rate options since the time of [redacted]
enrollment with NAPG – which have been offered
to potential and existing customers via mail correspondences; in the hopes to
encourage customers to insulate themselves from the different supply price
variabilities during the changing of seasons throughout the year.
Although we
show that [redacted] was charged accordingly, in
the hopes to provide customer satisfaction; an accommodation in the amount of $49.06
will be issued to [redacted].  This courtesy
refund was calculated at the difference between the variable rate he was charged
for supply and our current fixed rate of $0.1009/kWh (12-month) for his
1/21/2016 – 2/18/2016 billing cycle. 
This goodwill credit will be issued to the customer in the form of a check
and should be received within the next 10-14 business days.
Please note
that [redacted] is still an active customer with us, and we would be more than
happy to enroll him onto the mentioned fixed rate.  However, we would have to complete a customer
verification prior to the processing of the rate change.  Several attempts have been made to contact
the customer in order to determine if he is interested in enrolling onto the
fixed rate or if he prefers his account cancelled - regrettably, these attempts
have been unsuccessful.
Should you
have any further questions or concerns, please do not hesitate to contact me
directly.
Sincerely,
Compliance Department
North American Power

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]

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 inform how money will be sent and when
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 yearUnfortunately, the customer's fixed rate expired and defaulted to
the variable rate for one month
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 $391.52,
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 last three billing cycles
Lastly,
the customer will also be re-rated to the rate of $0.1139/kWh for their final
months of service
We
encourage the customer to contact me directly at [redacted] with any additional
questions or concerns.
[redacted] Regulatory Compliance Analyst
North American Power
[redacted]

Upon receipt of this complaint, our Account Specialist sent the following email to the customer:
 
Hello Mr. & Mrs. [redacted],
 
We at North American Power understand your concern, and I’ve further reviewed your account - With that said, below an additional accommodation will be made. Below you will find a summary of the accommodation issued:
 
566611 - Electric
-       $46.90 3/11-4/08
-       $87.30  2/11-3/10
-       Difference at the utility’s rate to compare
 
Total refund $134.20
 
The accommodation will be issued to you in the form of a check and should be received within 14 business days.
 
Please contact me at [redacted] for any questions or concerns.
 
Thank you,

Here is our Account Specialist's summary of the resolution:
 
I called to go over the resolution to this customer's complaint. I apologized to her for the inconvenience, sympathizing specifically with the amount of time she spent trying to...

call us, speaking to various agents,etc. I let her know some reasons why it can take a while to look into a missing Welcome Bonus, and let her know that we are issuing her a check for 50.00 to cover the WB. She is thankful for this. No further issues.

To Whom it May Concern,   After declining the offer from North American Power regarding complaint ID [redacted], I received a phone call and have reached an agreement with them.They are sending the check for the difference in what the bill was and what it should be as well as for the final bill since I have already switched to Central Hudson.   Thank you so much for your help! BestRegards, [redacted]

Hello,
class="MsoNormal">([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 avail. In the interest of
customer satisfaction, we are sending the customer a check in the amount of $82.28,
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 last billing cycle.
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], Regulatory Compliance Analyst North American Power
[redacted]

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, [redacted] expresses rate dissatisfaction and requests a
refund.
 
According
to our records, [redacted] contacted the...

company on 10/28/14 to discuss her
dispute and her issue was resolved. [redacted] will be receiving a reimbursement in the amount of $370.57, which will be
issued to the customer at the billing address on file.  
 
NAPG
is committed to customer satisfaction and hope this response has meaningfully
addressed this complaint.
 
Regards,
Compliance
Department
North
American Power and Gas

Here is our Account Specialist's summary of the resolution with the customer:
 
I called customer about the complaint she filed, I apologized for the inconvenience she had, explained that she was sent a renewal notice and let her know the date it was mailed...

out. She says she never received it. I also explained some of why the variable rate was so high. I let her know that we are issuing her a courtesy accommodation for that month calculated down to [redacted] rate to compare which comes to $30.88. The customer is happy. I advised 1-2 weeks to receive this and left her my contact info in case she needs to call us.