North American Power

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

Upon receipt of this complaint, our Account Specialist sent the following email to the customer after being unsuccessful in reaching them by phone:
 
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:
 
546752 (Gas)
-       $53.28 – The sales tax that was charged
 
Total electric refund: $53.28
 
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,

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 $353.83, 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 Specialis[redacted] with any additional questions or concerns.

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 $279.50,
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.

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

To whom it may concern,
Complaint#  [redacted] ([redacted])
This is in pursuant of...

the Revdex.com complaint filed on the
behalf of [redacted]. Please be advised that Mr. [redacted] enrolled with
[redacted] on October 18, 2013. Per the attached letter of authorization, the
customer elected a Variable Market price plan. 
The initial rate was 0.0669/kWh and to appear on the first month;
thereafter, were to be billed on the month to month variable.  See the attached.
Due to system issues, 
the customer has been billed the initial rate up to his February 2015
invoice.  It appears that Mr. [redacted] have not contacted NAP&G. We have not had the opportunity  to discuss Mr. [redacted] available options. 
With that being said, we have concluded that there are no
adjustments warranted at this time.
We regret Mr. [redacted] was dissatisfied. We have
reached out to Mrs.[redacted] at [redacted] to advise of the above. She
stated that we had reached her at an inopportune time and that she will have
her spouse contact NAPG’s escalation hotline to speak
directly with an escalations agent or he may reach us via email. We look forward to an amicable resolution. 
Sincerely,
Compliance Department
North American Power and Gas

Hello Ms. [redacted],   I hope all is well. Below you will find the response to [redacted] (Complaint# [redacted]) rebuttal.   We have carefully reviewed Mr. [redacted] records to provide a fair response based off his account details.   The customer was enrolled into a 6-month $0.0649/kWh fixed rate; however, the customer was not mailed the renewal letter prior to the expiration of this fixed term. Therefore, the customer was issued a refund which was calculated at the difference of the fixed rate he was supplied for 2 billing cycles in which he was charged at the variable rate. In these circumstances the customer would normally have been issued a refund at the difference of the utility’s rate-to-compare - which happened to be a higher rate than the customer’s former fixed rate.   Lastly, according to our records, for the final 2 months the customer was enrolled with NAPG. The customer was charged at NAPG’s 12-month $0.0999/kWh fixed rate.   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

Here is our Account Specialist's summary of the resolution with the customer:
 
I was able to contact the customer regarding the complaint. We discussed the complaint briefly, I apologized for the inconvenience they experienced and I informed them that after a...

review we have decided to provide a courtesy accommodation of  $203.94 that they should receive within 2 weeks at the verified address. The customer was happy with this resolution.

Complaint: [redacted]
I am rejecting this response because:
Let me provide another picture of how absurd North America
Power was with their charges:
Based on the rate difference provided by NAP it appears that
I over paid for my electric supply from July 2014 through March 2015 by $713.87!!!
Again, I reiterate the fact that the first “HIGH” bill I
should have received in December 2014, North America Power did not include their
supply fee in the bill.  Instead this was
added onto the last bill in March 2015. 
If I had received such bill, I would have immediately noticed the
problem then. 
In addition, how is it that they had no problem
transitioning services over to them when I originally signed up to be able to
immediately start charging me the very next bill, yet when I want to cancel it
takes them almost 3 months? 
Then to add to insult, when I first bring up the issue, I am
offered to lock into another contact with a higher rate than [redacted].  Now, does this make any sense to you?  When I point out the problem, their solution was
“take it or leave it.”  When I ask to
speak with a supervisor, I am told to email customer service instead of
calling.  Then after a two phone call, 1
email complaint, and third party online resolution complaint, I receive a phone
call from “[redacted]” who was only available between 10am to 2pm to discuss my
complaint.  As a result, I had no choice
but to take time out of work day to discuss the matter with her.  Her offer, adjust the last bill, which was
the lowest amount since the winter months. 
So, not only do I believe their business tactics is less
than honorable, perhaps even devious, I believe their customer service was
absolutely deplorable.  This is clearly
shown by their Revdex.com rating of C!! 
Given all these, please explain to me how you think a refund
of $178.96 plus a “gift” of $25 for my troubles would be sufficient?  I over paid by $713.87 to North America Power and endured this hassle for over 3
months now!
Sincerely,
[redacted]

This response does not address my concern.  In the welcome letter I received, the variable rate after the 12 month fixed rate was described as both "competitive" as well as "market based."  In my local market, my local supplier would have only charged me 5.4 cents per KWH, which I can prove via a copy of my statement (this rate is not an incentive, it is the monthly variable rate).  If NAP charged me 13.9 cents per KWH over my local supplier's 5.4 cents per KWH, how on earth could this be considered competitive, or market based?  This was false advertisement. 
Additionally, I am concerned about the fact that NAP claims to have mailed me a renewal letter.  I see that a copy is attached, but I did not receive such a renewal notice.  Even if I had received the renewal notice, this still does not address the concern I have expressed above.  When I called NAP to attempt to negotiate this outrageous rate, I was offered the option to have the rate lowered to 7.99 cents per KWH, which seemed like a very considerate thing to do, however the rate would only be extended to me if signed a 12 month contract again, which would have cost me more than my local supplier.  This is a classic bait and switch.  I've seen that in Connecticut, NAP was charged will "deceptive practices" and I feel this is the same situation.  NAP falsely lulls their customers into a sense of security when in fact the company is engaging in predatory practices to force customers into a situation in which they initially save money, but then are forced to pay unreasonably high rates when their contract expires.  I am not upset that my rate was higher than my local supplier.  I expected it to be.  I am upset that it was nearly 3 x as much.  Ridiculous!
I am working with my local news station.  I have been informed that a sister station of my local news has already aired a story that involved NAP, among other related electric and gas suppliers, and I hope this story being shared with others will help to keep them informed and away from NAP. 
I would like the charges to be reduced or partially refunded.  But even if NAP will not do that, I will at the very least be exposing this scam to as many as possible.  I understand that my local public utilities commission does not have jurisdiction to determine if this rate is competitive or market based, but I am filing a formal complaint through them regarding NAP's practices, and have also written a letter to my senator's office.  I am considering contacting the FCC to determine if this would qualify as false advertisement. 
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted] %3

After receiving this additional message, we sent the following email to the customer:
 
Hello [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:
 
508184 (Electric)
-       $ 230.49 - Additional $230.49 to make up for difference in utility rates for the last year
 
Total electric refund: $230.49
 
508191  (Gas)
-       $80.60 – 2/20-3/20
-       $283.96 – 1/18-2/19
-       Difference at the utility’s rate to compare
 
Total gas refund: $364.56
 
Total refund (both accounts): $595.05
 
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,

Hello,
([redacted])
class="MsoNormal">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, the customer’s fixed rate expired and defaulted to
the variable rate.
However, we’re happy to inform you that this matter has
been resolved. In the interest of
customer satisfaction, we are sending the customer a check in the amount of
$108.72, which is the difference between what the customer paid with us for
their supply and what they would have paid at NAP’s fixed rate ($0.0599/kWh)
for the customer's past two billing cycles. 
Lastly, the customer’s account is no longer enrolled with NAP, and
will not incur any further charges.
-[redacted]

[redacted]
North American Power[redacted]
T ###-###-####
F ###-###-####

Dear Revdex.com,
I received an email from NAC today indicating that they will be sending me a refund for my December and January bill.  They also stated that they will charge me a rate of $0.0909 for the remainder of my service which expires on April 9, 2014.
/>
I am satisfactory with their response.
Thank you.

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 note, just to set the record straight, that this matter was of great importance to me and I did in fact return [redacted] calls.  We finally connected and spoke last week, at which time he informed me o that NAP would send me a check for $17.43, and I told him that was acceptable.
Thank you so much for your help in this matter!Sincerely, [redacted]

Hello,
class="MsoNormal">([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. NAP typically sends renewal notices to let customers know when their
fixed rate contracts are expiring, and that they should contact us to renew on
another fixed rate plan. Also included in the notice, we inform the
customer that if they take no action their account will continue on a variable
rate plan.  It appears the customer’s fixed rate expired, and defaulted to
the variable rate despite our efforts to encourage the customer to continue on a
fixed rate plan. 
Attempts
have been made to contact the customer, but to no avail. an accommodation check
in the amount of $131.65 will be issued, 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 for all
(2) accounts.
Lastly,
as of 9/23/2014, the customer’s accounts have been cancelled and no longer will
not incur any further charges.
We
encourage the customer to contact myself directly at [redacted] with any additional questions or
concerns. 
[redacted]
[redacted], Regulatory Compliance Analyst
North American Power
[redacted]
[redacted]
[redacted]

Hello,
Complaint# [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, beginning in the
winter—unfortunately, wholesale prices for both electricity and natural gas
this winter had increased substantially as a result of a severe winter energy
shortage.We do offer fixed rates that can help insulate customers from these
types of market fluctuations
Our records indicate the customer enrolled into variable rate plan with
NAPG and was charged at the variable rate
Although the customer was charged accordingly, on 3/11/2015,
an accommodation in the amount of $was issued to Ms[redacted]This
accommodation was calculated at the difference between what the customer paid
with us and what they would have paid if they were charged at the NAPG's
$0.0799/kWh fixed rate for the customer's 9/24/– 10/23/2014, 10/23/–
11/20/2014, 11/20/– 12/23/and 12/23/– 1/28/billing cycles
Per the customer's rebuttal response, she does not want to
be charged at the variable rate for the months in which she is waiting to be
transitioned back to her respective utility provider
Even though, It is important to mention, in addition, to the
accommodation for the customer's past billing cyclesThe customer's account
was re-rated to the rate of $0.0799/kWh for her final billing cycles with
NAPG
Based on the customer's account details, the customer was
charged at the rate mentioned above for her1/28/- 2/27/billing cycle
This will also be the case for the customer's final billing invoice with NAPG -
she will be charged at the $0.0799/kWh fixed rate, up until her service end
date 3/27/
Below you will find a screenshot of the customer's 1/28/
- 2/27/billing cycle which shows the customer's supply charge as
$0.0799/kWh for her most recent invoice
Should you have any further questions or concerns, please do not hesitate to contact me
Sincerely,
Compliance Department
North American Power and Gas

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. In the interest of customer satisfaction, we are sending the customer a check in the amount of $93.08, 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 3 billing cycles. 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.

Company Response to Complaint:
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. 
As a courtesy and resolution to this
complaint, NAPG will rerate [redacted] last 2 bill cycles to the utility's
standard offer and issue him a reimbursement for the
difference.  Several attempts have been made to contact [redacted] but to no avail at this time.  As an alternative he is also encouraged to contact NAPG's
escalation hotline at [redacted] ext. [redacted] to speak directly with an
escalations agent. 
We hope this response has meaningfully
addressed this complaint. 
Regards,
Compliance Department
North American Power and Gas

Hello,
This email is in response to the complaint filed by [redacted] - Complaint # [redacted].
According to
our records, Mr. [redacted] enrolled with NAPG on 3/19/2014, onto a 6-month
$0.0799/kWh fixed term - which was supplied to the customer for the
indicated term length.  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; in the hopes to insulate them from
the volatile variable market. Additionally, as stated in the terms, if the
customer takes no action, their account will default back to the standard
variable rate plan.
Mr.
[redacted]’s account has been cancelled and slated with a service end date of
1/7/2016.  No further supply charges will
be incurred beyond the mentioned service end date.
Should you
have any further questions or concerns, please do not hesitate to contact us
directly.
Sincerely,
Compliance Department
North American Power
[redacted]