North American Power

Hello,
[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 they were informed, at the conclusion of his fixed term, he would be supplied...

at a competitive variable rate.
To begin, on 12/8/2013,[redacted] enrolled into NAPG’s 12-month $0.0599/kWh fixed rate. Based on the customer’s account details, the fixed rate plan started on 1/6/2014 – which he was supplied for the length of the customer’s term. Needless to say, at the end of the customer’s 12-month term, his account defaulted to the variable rate. 
Keep in mind, 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. 
In the effort, to negate customers, from being exposed to the variable rate at the conclusion of their fixed term. 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 plan. Additionally, as stated in the terms, if the customer takes no action, their account will default back to the standard variable rate plan. This was the case for [redacted]
Attached you will find Exhibits A & B: 1) the Welcome Letter and TOS that were mailed to the customer. 2) the renewal letter that was mailed to the customer informing him of the pending expiration of his fixed term.
Lastly, [redacted] account has a service end date set for 3/4/2015 and will not incur any further charges beyond this date – nor will he be assessed any early termination fees.
We surely wish there was more we could do. If you should have any further questions or concerns, please do not hesitate to contact me directly.
Sincerely,
Compliance Department
North American Power
[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.   Thank you very much for your mediation and to NAPG for their prompt and reasonable solution to this problem.
Sincerely,
[redacted]

Here is our Account Specialist's email to the customer, which was sent after he was unable to reach them by phone:
 
Hello [redacted],
 
You were enrolled into the fixed rate, however, the...

plan expired and defaulted to the variable rate.
 
With regards to the higher-than-usual variable rate that you received last month, wholesale electricity costs have been astronomically high in Connecticut this summer—in fact, they've been high throughout New England, the mid-Atlantic, and the Midwest.
 
The exceptionally cold weather this past winter has resulted in a very high demand for electricity and gas, causing the rates to spike this summer.
 
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:
 
676961 - Electric
·         6/13-7/16 - $121.71
·         Difference at the utility’s rate to compare
 
Total: $121.71
 
The accommodation should be received within 14 business days.
 
Please contact me at [redacted] if you have any questions or concerns.
 
Thank you,

Complaint: [redacted]
I am rejecting this response because:
From: [redacted] [mailto:[redacted]] Sent: Wednesday, May 27, 2015 9:19 AMTo: [email protected]: FW: You have a New Message from Revdex.com Serving [redacted] Regarding Complaint #[redacted]
 
I am sending this email to inform that I have still not received the check from the business that they indicated that they would be sending.  

 
Sincerely,
[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, Stanley Chen. 
In the complaint, Mr. Chen states he never received his renewal letter
following the expiration of his fixed contract and is...

displeased with the
variable rate charged.
 
To
start, it is NAPG’s standard practice to notify its customers prior to the
expiration of their fixed contract and provide them with options to
renew.  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.  This was the case with Mr. Chen.
 
Our
records show the customer was indeed issued a renewal notice prior to the
expiration of his fixed contract and in accordance with NJ Rules.  However,
in the spirit of good customer service and to resolve this complaint, NAPG will
adjust Mr. [redacted]’s charges for his December 2014 bill cycle and credit him the
difference in cost.  He should expect a
call from an NAPG customer service agent no later than Friday, 1/9/2015 to
discuss any other concerns he may have.
 
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

Hello,([redacted])
We
at NAPG take the
customer's claims very serious and have diligently reviewed
Mr[redacted]'s account to provide a reasonable response according to our records
The
customer claims that he was not notified of the expiration of his fixed rate
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 of note 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.
Our
records indicate, that the customer was correctly billed and properly informed
of the pending expiration of their fixed rate
Attached
you will find Exhibit A, the renewal letter that was mailed to
the customer before the expiration of their fixed rate
Although
this customer was charged accordingly, as a courtesy, an accommodation of
$will be issued to the customerThis 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 fixed rate plan they were enrolled into before
the plan expired ($0.0799/kWh) for the customer's 10/8/– 11/7/billing
cycle
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 ###-###-####

Hello,
Complaint# [redacted] ([redacted] [redacted])
We at NAPG
take all customer claims very serious and will diligently investigate the
customer's account to provide a reasonable response according to our reports
However, we
are unable to locate an account for Mr[redacted] using
the customer information
provided
Can you please provide an email address, account number, alternate phone number (associated
with the account) or the account holder's name as shown on the billing invoice?
This additional information will assist us in finding the account in
question
Should you have any further questions or concerns, please do not hesitate to
contact me
Sincerely,
Compliance DepartmentNorth American Power & Gas

Just a caution when dealing with this company. They initially pull you in with a low new customer rate for a short 6 months.
It takes 2 months to switch to them and two months to switch to another supplier. That doesn't leave a lot of time to react.In my case they claimed to have sent me a notice that my 6 months ran out but I never got it. I may have lost it but if I did it would be the only thing I lost in a long time, I am very meticulous when it comes to my finances.Anyway I accept responsibility for that. When it ran out they doubled my rate and then when I renewed it was at a rate 1/3 higher than their new customer rate and was for 11 months with penalties if I opt out early(big penalties). Needless to say I will go back to my previous supplier next December and stay with them I have my calendar well marked to let them know two months in advance. The little I saved by going with their initial 6 months suck em in rate has been wiped and and has cost me more money in the long run. The old saying fool me once shame on you, fool me twice shame on me applies here. I would think twice before dealing with these people !!!!

Hello,
Complaint# [redacted] – ([redacted]) Rebuttal
Additional attempts to contact Mr
[redacted] via email and telephone have been madeUnfortunately, these attempts
have been unsuccessful.
We at NAPG have thoroughly reviewed
Mr[redacted] account and would like to further discuss this matter to come to
an amicable resolution
We will continue our efforts to
contact Mr[redacted] until contact has been made
Should you have any further
questions or concerns, please do not hesitate to contact me
Sincerely,
Compliance Department

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 $420.73,
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 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.

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.
Nevertheless, to remedy the matter,
attempts are being made to contact the customer to discuss his complaint. 
As an alternative, he 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

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] – Complaint # [redacted]NAPG takes the satisfaction of both our customers and
our potential customers very seriously, we apologize for the challenging
experience that Mr[redacted] has had.As of 8/18/2015, it has been verified that of Mr[redacted]' phone number has been removed from
NAPG's outbound call list.
It is important to note, that after a customer requests that their phone number
be placed on the DNC list, it can take up to hours before this request is
updated within our database.
Should you have any further questions or concerns, please do not hesitate to contact us directly.Sincerely,Compliance DepartmentNorth American Power

Hello,
Complaint#
[redacted] [redacted]
NAPG
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 term.
Upon
further review of the customer's accounts, it has been determined the customer
was enrolled into NAPG's 6-month $0.0799/kWh fixed rate
As
a standard, NAPG sends the renewal notice 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
In [redacted] case, contact was never made with NAPG to renew
or to cancel his account, therefore, his fixed plan expired and defaulted to
the variable rate
Although this customer was charged accordingly, in the
spirit of customer satisfaction an accommodation will be issued to the customer
in the amount of $– 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 the customer's 2/22/
-3/23/billing cycle
As of 4/23/2015, the [redacted] account will be no longer
enrolled with NAPG and will not incur any further charges beyond this date
Should
you have any further questions or concerns, please do not hesitate to contact
me
Sincerely,
Compliance Department
North American Power
Glover Ave, Third Floor, Norwalk, CT,
T
F

The following correspondence is made in
response to the complaint made with the Revdex.com against North American Power and
Gas (“NAPG”) by [redacted].  In the
complaint [redacted] states he never received his renewal notice concerning his
fixed rate contract and seeks reimbursement...

for the difference in variable rate
charges.
To provide a little background, it is NAPG’s
standard practice to notify all of its customers of the impending price
increase and encourage those customers to contact the company to enroll in a
fixed rate plan that would offer then greater price certainty.  According to our records, [redacted] was
issued two renewal notices; the first notice was sent on 4/22/14 and the 2nd
reminder notice was sent on 5/28/14. 
Based on the customer’s account details, no action was taken by the
customer to renew the fixed rate offer and therefore his account defaulted to a
variable rate plan.
 [redacted] contacted the company on Oct. 6th
& 7th with concerns about the variable rate.  Each time the customer was advised that the
company issued him 2 renewal notices which provided his rate options and a
reminder of the date his contract would expire. 
Since [redacted] stated he did not receive the notices, he was therefore:  1) provided with renewal rate options
available at that time; 2) he was offered an adjustment to the rate on his last
bill cycle; and 3) offered a $25 visa gift card.  [redacted] declined the resolution proposed by
the company and requested to cancel service. 
The customer was then advised that it would take 1 to 2 bill cycles for
cancellation to take effect, based on a date determined by the customer’s local
utility company.
We regret the customer was dissatisfied with
our service 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:NAPower called me 1 time, on Feb. 27th,2015 left message, I called back within 10 minutes and [redacted] @[redacted] was not available, gone for the weekend. I NEVER received this so called letter, and again, when I tried to cancel, the csr told me my "contract" was up in February 2015. This company is unbelievable! Untrustworthy, deceptive! NEVER USE THEM!Sincerely,[redacted]

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 $324.46, 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.

We're sorry that the customer is unhappy with the currently high variable rates caused by an unprecedented Winter Energy Shortage that has affected the entire region. 
 
We have attempted to contact the customer to discuss the complaint and reach a resolution, but have so...

far been unsuccessful. 
 
We will try again tomorrow, but the customer can also contact our Customer Service Specialist, [redacted].

Hello,
Complaint# [redacted] ([redacted]) - Rebuttal
We at NAPG deeply regret Mr[redacted] was not satisfied with the accommodation which
was issued
Attached you will find the welcome letter which was mailed to the customer upon
the completion of their enrollment with NAPGAlso, attached you will find the
renewal letter which was mailed to the customer, prior to the expiration of
their fixed term
Although Mr[redacted] was properly billed, he was issued an accommodation of $– which 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 the customer's 1/27/–
2/23/and 2/24/– 3/25/billing cyclesAfter further consideration; in the hopes to provide
customer satisfaction the customer will be issued an additional courtesy
accommodation of $This will be a courtesy accommodation for the
customer's inconvenience and grievances
As of 3/25/2015, 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 us
Sincerely,
Compliance Department

Complaint Information:
...



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. We would also like to note that the customer was sent a notice this winter, alerting them to the fact that variable rates had risen and encouraging them to contact us and lock into a fixed rate. In the interest of customer satisfaction, we are sending the customer a check in the amount of $391.20, 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. The customer's account is dropped, and they will receive a rate of 10.39 cents/kWh for their last month on our service. 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.