North American Power

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.

NAPG takes each customer's claims very seriously and strives to resolve the matter amicably.  At this time Ms. [redacted]'s concerns remain under review and she will be contacted by an NAPG customer care agent at any time prior to Friday, 1/9/2015.  We appreciate her patience and...

cooperation.Sincerely,Compliance DepartmentNorth American Power and Gas

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 $243.20.
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.

Complaint: [redacted]
I am rejecting this response because: [redacted] did not acknowledge the trouble I have had to deal with and $221 does not cover the months I am looking for reimbursement on.
 
1)   The
response [redacted] gave was the same generic response I received months ago,
in which I responded 2 and received nothing back.  I have attached and
dated the e-mail below.
2)   At no
point does he acknowledge the ridiculous price hike during the spring months.
 Which again, I should not had been receiving supplier services through
North American.
3)   Lastly
he pays no mind to the terrible customer service, in which I DID CANCLE MY
SERVICE at the end of February and then I confirmed via e-mail directly to [redacted]. I was recently told, by [redacted], that the February phone call, which I
canceled my service, would take 2 weeks for it to be reviewed. Also, [redacted] was
able to tell me the problem was with the prior name on the account.  This confirming I did make an effort to cancel
back in February.
4)   I was
told it would take another 2 billing cycles for my supplier to be switched over
to [redacted].  When I called [redacted], I
was told no request was made on my behalf but they were able to complete the
task in 2 minutes, not 2 months!
5)   In
February I was offered a lock in rate, as [redacted] states in his recent
response, via Revdex.com. At the end of February I was offered a lock in rate of $.10
that would be good until June then the rate would go back to variable
rate.  In addition, it would take 2 billing
cycles for the rate to drop from $.19 to $.10. 
This would leave my locked in to paying 2 more months of a super high
rate before being lowered for 6 weeks before going back up in June!  I pointed this timeline out to the girl on
the phone and she too was stumped.  This
is just another example of cheating the customer.
What
I Need:
1)  
I would like for [redacted] to break down the
$211 as the price difference for the last 3 months, I am assuming this is May,
June & part of July.
2)  
I would like finical compensation for the
additional months of October, November, February, March, & April.
a.   
[redacted] already addressed December 2013 &
February back in March.
b.   
[redacted] addressed the months of May, June,
& July
I am very frustrated with the lack of customer
service, sneaky practices and, the amount of time I have had to dedicate to
resolving this issue.
Thank you for your assistance,
[redacted]
 
 
[redacted] Add to contacts 3/20/14  Photos
To: [email protected]
Hello [redacted] [redacted],
With regards to the higher-than-usual variable
rate that you received last month, wholesale electricity costs have been
astronomically high in Connecticut this winter—in fact, they've been high
throughout New England, the mid-Atlantic, and the Midwest.
In Connecticut, the issue has been
two-fold—extremely cold weather, and a lack of adequate natural gas pipeline
capacity to meet the increased demand in the winter months.
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 refund will be
issued to you. Below you will find the breakdown of this refund:
Electric
•  1/29-2/28 - $115.13 – The difference at the utility’s rate to
compare
•  12/31-1/29 - $93.11 – The difference at the utility’s rate to
compare
Total: $204.43
The refund will be issued to you in the form of a check and
should be received within 14 business days.
Please
contact me at [redacted] if you have any questions or concerns.
Thank you,
[redacted], Customer Account
Specialist
North American Power
[redacted]
T ###-###-####
F ###-###-####
RE: North American Power - [redacted]
 
[redacted]       [redacted]    [redacted] [redacted]
 
 
 
 
 
Hi [redacted],
Sorry for taking so long to respond. 
 
I wanted to take a moment and say thank you for correcting the high rates for January and February. Although, what about October, November, and even this last bill for March which is at a still high rate of $.16? 
 
We are currently waiting for the service to switch back to [redacted].  I would have no problem staying with your company; as you have acknowledged and are making good on the high winter rates but I would need some type of guarantee that the rates will never sky rockets nor do I think a locked in $.10 is a low rate.
 
Thank You,
[redacted]
 
RE: North American Power - [redacted]COMPLAINT TO FOLLOW?
 
[redacted]       [redacted]    [redacted]
[redacted]
 
 
 
 
 
Hello [redacted],
 
As I stated in a much early e-mai I appreciate your re-embursment for the months of December and January.  it is nice that you have stepped up for your company.  Although, what about the months of September, October, November, February, March, April, and May? In March I had notified your company that I would like my services to move back to [redacted].  It is now June (3 months later) and my bill still reflect North American Power & Gas as the Supplier, with an astronomical rate of $.179900 as the rate for May.  I do not believe April could be considered a cold month, increasing the supply and demand of your company, as the excuse went.
I would hope you have the ability to further adjust my account for the months of September, October, November, February, March, April, May, and (the most current in progress month ) June. As well as to return my supplier to [redacted], prior to me having to make yet another complaint to the Governor's office.
 
Thank you for you time.
 
Sincerely,
[redacted]

Hello,
Complaint# 1[redacted]
We at NAPG take all customers' claims very serious and
have diligently investigated [redacted] account to provide a reasonable
response according to our records
Based on the customer's account details, [redacted]
was enrolled into a 6-month $0.0799/kWh fixed rateThe mentioned fixed term
was supplied to the customer for the entire length of the contractAt the conclusion
of the 6-month term, the customer's rate expired and defaulted to the variable
rateAs 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.
Although our records show this customer was charged
accordingly, in the spirit of customer satisfaction – an accommodation in the
amount of $will be issued to the customerThis accommodation was
calculated at the difference between what the customer paid with us for supply
and what the customer would have paid if they were charged at the utility's
rate-to-compare for the customer's 12/8/– 12/31/2014, 1/7/– 2/6/
and 2/6/– 3/7/billing cycles
As of 3/7/2015, 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
regarding this matter, please don't hesitate to contact me directly
Sincerely,
Compliance Department

Complaint: [redacted]
I am rejecting this response because: To date I have not received a check.  I spoke to Stephan on 5/25/2016 and a check was to go in the mail that day.  today is June 1 and I do not have a check.
Sincerely,
[redacted]

Here is our Account Specialist's summary of our latest attempt to reach the customer and arrive at a resolution:
 
I called customer to go over complaint and provide a resolution. I apologized for the inconvenience, advised that at the end of...

his fixed rate term his account went over to a variable rate plan, I advised that two renewal notices were sent to his address and neither were returned to us. I advised that we definitely want customers to be informed about when their plans are coming to an end and that's why we send out two notices. I also mentioned that as a courtesy we are sending an accommodation iin the amount of $37.48 for his most recent bill cycle down to utility rate to compare. Lastly, I mentioned that his account is still active and invited him to call us to go over fixed rate options so that he doesn't continue to sit in the variable rate plan.

Hello,
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 claims they requested the cancellation of their
account, but the request was not processed before the customer’s fixed term
expired – which caused the customer to be charged at a variable rate once his
fixed rate plan concluded.Typically, a
cancellation request can take between 1-2 meter reads before the request is
reflected on the customer’s invoice. The supplier has no control over
the end dates of a customer’s account, the utility provider determines these
dates and then informs the supplier of the service end dates.
In Mr.
[redacted] complaint summary - he indicates that on 3/16/2015, he requested that
his account be terminated. Based on our records, this is correct; however, Mr.
[redacted] did not contact NAPG to request the cancellation of said account,
rather he submitted his request through his utility provider who then initiated
the termination process.
We
surely wish that there was more that we can do. Should you have any further
questions or concerns, please do not hesitate to contact us.
Sincerely,
Compliance
Department
North American Power

Hello,
([redacted])
FONT-FAMILY: "Arial", "sans-serif"'>We at NAPG take all customers’ claims very serious and have diligently investigated[redacted] account to provide a reasonable response according to our records.
[redacted] was enrolled into a 6-month fixed rate plan that expired and defaulted to NAPG’s variable rate. 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. 
However, due to an administrative oversight, a renewal letter was not generated in the appropriate time to inform the customer of the pending expiration of their fixed rate term.
Our records indicate, on 1/27/2015, a courtesy accommodation in the amount of $80.84 was issued to the customer for the inconvenience. This accommodation 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 their 11/13/2014 – 1/14/2015  billing cycle. 
The customer was made aware of the accommodation on the specified date, in which the accommodation was issued.
Since the customer’s grievances were addressed, we consider this case closed and resolved. 
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
[redacted]
%3

Just wanted to share , they promised me a great rate once my 6 months was up with a lock in rate, that great rate was sky high, my current company 4cents less, how can that be.....promises they can't keep , I'm tired of constantly getting [redacted]d by big company's. Done!

I spoke with them tonight. They said I will have a refund in 1-2 weeks. They reached me the second time they tried calling me at home - not several unsuccessful attempts. I will consider this closed when I receive the check[redacted]n

Here is our Account Specialist's summary of the resolution with the customer:
 
I called out to this customer to address the Revdex.com complaint. I apologized to him for the inconvenience he experienced, explained reasons for the record high demand on the market this...

past winter, advised that we are issuing him a courtesy accommodation in the amount of $210.48 which comprises of two of his billing cycles down to the utility rtc.