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.
North American Power sent me a $68 check.  Thanks Revdex.com for your investigation.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The sales associate on the telephone was EXTREMELY RUDE as she hung up the telephone and did not tell me that I would be added to the do not call list, nor did I get a letter in the mail confirming this. The company needs to revise their materials and provide an easy way to be added to the do not call list, i.e. by including a specific email address where people can send a request rather than having to call and spend several minutes on the telephone with them. Very deceiving and scammish company!
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.   I appreciate the stand-up nature of NAPower.
Sincerely,
[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]

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.

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 and states he requested a
phone call before the contract ended.
 
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.  That said, if the customer wishes to cancel
their service, they can do so at any time, in accordance with the Terms of
Service provided at that time of enrollment. 
This was the case with Mr. [redacted].
 
At
this time Mr. [redacted]’s supply service has been cancelled and his service returned
to the utility’s standard offer on 12/16/2014.
 
NAPG
is currently 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.
 
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 $203.84,
which is the difference between what the customer paid with us for their electricity and natural gas 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.

We're truly sorry
that the Ms. S[redacted], 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 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 $437.48,
which is the approximate 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. 
 
The customer has a
service end date with us of 3/3/14, and we will provide a further accommodation at the
utility's rate for this last cycle. 
 
We sent an email to Ms. S[redacted] outlining these points. 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.

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

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

It appears that the customer inadvertently did not receive the rate she signed up for--as a result, we are issuing a refund for the difference between what she paid with us and what she would have paid at the correct rate for the affected period. We are in ongoing discussions with the customer until...

the issue is fully resolved, and we truly apologize for the customer's inconvenience.

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]

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 and/or opts out of renewal, the Terms of Service indicates that their account will automatically default to 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.  This was the case with [redacted].
 
According to our records, [redacted]'s renewal letter was sent to her on 7/28/2014, prior to the expiration of her fixed contract and in accordance with New York Rules.  Therefore, the company met its contractual obligations to the customer.  We regret if [redacted] does not recall receiving her letter.
Attempts have been made to contact the customer to discuss her complaint but to no avail at this time.  Therefore, she is encouraged to contact NAPG’s escalation hotline at [redacted] to speak directly with an escalations agent.  We look forward to an amicable resolution.
 
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.  Thank you for your assistance.
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 fixed rate
Regrettably,
there seems to have been a glitch with our systems that affected the rate
groupings of certain customer accounts
One
of these accounts happened to belong to [redacted], however, several
attempts have been made to contact this customer, to explain the reasons for the rate error, but all
attempts have been unsuccessfulA corrective refund in the amount of
$will be issued, which is the difference between what the customer paid
with us for their supply and what they would have paid if they were charged
properly at the fixed rate for the 9/16/– 10/16/billing cycle
Lastly,
the customer's account is no longer enrolled with NAPG, and will not incur any
further charges
Should
you have any further questions or concerns regarding this matter, please don't
hesitate to contact me directly
Sincerely,
Compliance Department
North American Power

Complaint: [redacted]
Good Afternoon,
I am rejecting this response because it does not fully address the charges for the time period I was a customer. While I appreciate that NAP wants to make this right, they are only refunding for the October and November billing cycles. As noted in my intial complaint, rates duobled in the the August bill . Therefore the August and September billing have still not been addressed. Furthermore, as noted in the NAP response, they would be refunding through 11/6.  However, I remain their customer paying the inflated rates through early December. As such, the December bill also needs to be addressed. This is 3 months, for a total of 5 months (August - December).  The refund only addressed 2 months (October and November).
Please increase the refund amount to reflect the 3 additional months and I will accept the business response.
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 $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]

Company Response to Complaint:

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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 by the deadline 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 [redacted], since her deadline for renewal was 9/17/2014.
 
Upon review of our customer interactions log, NAPG has no record of [redacted] contacting the company in the month of October 2014.  However, she did call in December 2014 to inquire about the rates and at that time, enrolled in a 12-month fixed rate plan.  She was advised that it would take 1-2 bill cycles for the rate change to take effect.  It’s important to point out that due in part to our consolidated billing with the utility company, transactions such as cancellations and rate changes are processed in accordance with the utility’s rate change timing protocols and switching practices.  Therefore, NAPG can neither change or expedite this processes.
 
We regret that [redacted] was dissatisfied.  However, her service has been cancelled as she requested and will return to her utility’s standard offer on 2/24/2015.  As a courtesy to the customer, NAPG will waive her early termination fee.
 
Several attempts have been made to contact the customer to discuss his complaint but to no avail at this time.  NAPG will make further attempts  however, as an alternative she is encouraged to contact NAPG’s escalation hotline at [redacted] ext. [redacted] to speak directly with an escalations agent.  We look forward to an amicable resolution.
 
Sincerely, 
 
Compliance Department
North American Power and Gas

Complaint: [redacted]
I am rejecting this response because:
On May 14, 2014 I filed a complaint against North American Power and Gas to fully refund the sum of $150 to me. After I signed up as a representative for business presentation. After filing first complaint, I received a call from a representative of North American Power and Gas stating that they would mail out a [redacted] gift card of $50 dollars within 7 days. I have not received any restitution from that initial phone call. I have tried contacting North American Power and Gas to resolve the issue and all I've gotten were the runarounds. I can only speculate that as from the onset North American Power and Gas is only selling smoke and screen.
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Desired Settlement / Outcome
Desired Settlement:



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Desired Outcome:


I want a full refund of $150.00 paid funds due to me.



Sincerely,
John Bidden

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.
[redacted]
[redacted]