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 $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,[redacted] - Complaint # [redacted] (Rebuttal)We are further reviewing Ms. [redacted]' account and intend to reach an amicable resolution with the customer.  Mr. [redacted] will be immediately contacted the moment our investigation has concluded.In the interim, should you have any further questions or concerns, please do not hesitate to contact me directly. Sincerely,Compliance DepartmentNorth American Power & Gas

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,

Hello,
[redacted]
[redacted] - Complaint # [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 expresses his displeasure regarding his supply charges.
To
begin, our records indicate that on 4/27/2013, Mr. [redacted] enrolled into NAPG’s
variable rate plan via the web.  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, currently NAPG has fixed rate options being offered to
new and existing customers in the hopes to assist customers with the different
supply price variabilities during the changing of seasons throughout the year.
Attached you
will find Exhibit A & B (A) the Welcome Letter &
TOS that were mailed to the customer after enrolling with NAPG (B)
the enrollment signature which was captured at the completion of the customer’s
online enrollment with NAPG 
As of
5/4/2015, the customer’s account has been cancelled with NAPG and has not
incurred in further supply charges since this date
We surely
wish there was more we could do. If you should have any additional questions or
concerns, please do not hesitate to contact us directly.
Sincerely,
Compliance
Department
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 $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.

HelloComplaint# [redacted] ([redacted]) - RebuttalWe at NAPG apologize for any inconvenience Ms. [redacted] may have experienced regarding NAPG rates.Again, some utility territories cross zip code areas
and, as a result, marketing efforts to new and former customers in a specific
zip code sometimes reach customers that are served by a different utility—as is
the case for Unitil customers receiving marketing materials for [redacted]
customers. These marketing materials, however, clearly indicate that it was an
offer for [redacted] customers.If you have any other questions, you
may contact us at [redacted], Monday through Friday between the hours of 8:00
AM – 6:00 PM EST.Sincerely,Compliance Department











4/30/2015






Complaint

Signed up with them for a rate that was slightly lower then my power company. The next time I checked my bill thier rate was almost double what I could have been paying with my local power company. I called and asked them to make adjustment to the price and refund the amount they had "ripped me off"...

for and they would not help. I cancelled. this is clearly bait and switch. I would not recommend North american power and gas.







Desired Resolution

I would like the difference between the initial rate and the rate they raised it to.

Consumer Business Dialog

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.

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]

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.

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

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

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 ###-###-####

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

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.

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,

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]

Hello,Complaint# [redacted]
We apologize for any delay or inconvenience the customer may have experienced.  Based off our records, the promised $50.00 accommodation was issued to the customer in the form of a check and was mailed to the mailing address on file on 4/30/2015. [redacted]Currently, our accounting department is verifying if said check was ever cashed. If it is determined that the check was not, the customer will be re-issued another check for the same amount.Several attempts to contact the customer have been made, however, these attempts were unsuccessful. Should you have any further questions or concerns, please do not hesitate to contact me.Sincerely,Compliance Department

The company jerks up natural gas variable rate 200% more than the ongoing variable rate that [redacted] charges.