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 weatherWe 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 $689.57, 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 their time with us We sent an email to the customer outlining these pointsWe sincerely hope that the customer is satisfied with this outcome, and we encourage them to contact our Account [redacted] with any additional questions or concerns

I was over-charged at least $The Revdex.com says that a "good faith" effort was made by North American Power; it has notPaying part of what you took is not good faithNorth American Power still owes me $It is my money, not yoursPlease refund the remaining balanceI will be contacting [redacted] with my storyDo the right thing! We both don't want Small Claims Court; more money and more time Desired Settlement / Outcome Desired Settlement: select Desired Outcome: North American Power still owes me $Not a "good faith" effort

Here is our Account Specialist's update on their attempts to reach the customer to discuss their concerns, as well as our planned accommodation: I called out to customer regarding the complaintThere was not an answer, but I was able to leave a message informing the customer that the complaint was received, the account was then reviewed and a courtesy accommodation in the amount of $should be received within weeksI provided my direct line if the customer has any further questions or concerns

Hello,This email is being sent in response to the complaint filed by [redacted] Complaint # [redacted] - which [redacted] has asserted that [redacted] coaxes potential consumers by offering free gift cards and competitive 6-month fixed rate plans to only later expose these consumers to a variable rate at the conclusion of their rate agreement without any warningTo begin; we have attempted a search through our database in order to locate an account belonging to [redacted] using the customer information provided However, we were unable to find any accounts associated with this dataTherefore, if [redacted] is a current customer or is a former customer of ours, we would kindly request that we be provided with any additional account detailsThis would help us mightily in our search, and would allow us to properly address his concerns based on the details reflected on his account.With esteem to [redacted] above free gift card claimsAll newly enrolled customers who have signed up for either electric or natural gas supply service with [redacted] are eligible to receive a Welcome Bonus - which can amount up to a $prepaid [redacted] ***Now, if the said member also enrolls both their gas and electric accounts with us they may also be eligible to receive up to an additional $bonus - a potential of totaling up to $ All the customer has to do is download, read and mail us back the Welcome Bonus redemption form and they will have instantly begun the redeeming process for their Welcome BonusThis is our way of saying thank you to the newest members of our [redacted] energy family Accompanied with [redacted] displeasures with our Welcome Bonus process he also presents concerns about our rate plans We place a great deal of effort into providing all consumers with a competitive fixed rate within the regions in which we marketThough we do offer 6-month rate plans; we also provided various fixed agreements with the term length lasting beyond a month period In the past and as of to-date we offer 8, 9, and even month fixed rate contracts The length of a term depends many factors such as the current and future market conditions As a standard, we send renewal notices to advise customers as to when their fixed rate obligation will expire and encourage them to contact us to renewAdditionally, as stated in the terms, if the customer takes no action their account will default to the standard variable rate.I hope that this response meaningfully addressed [redacted] questionsShould you have any further questions or concerns, please do not hesitate to contact us directly.Sincerely,Compliance DepartmentNorth American Power & Gas

Our records indicate that the customer moved to a variable rate after their savings period under our Guaranteed Savings plan expired, per the terms of the original agreement 13px;">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 weatherWe 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 $228.00, 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 We sent an email to the customer outlining these pointsWe 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 can confirm that a renewal notice was sent to the customer on 5/29, informing them that their plan was ending and encouraging them to contact us to renewThe customer did not contact us and, as a result, they moved to a monthly variable rate, per the terms of the agreement 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 sky-rocketed as a result of a severe winter energy shortage caused, in large part, by the extraordinarily cold weatherWe 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 $180.84, 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 cycleThe customer is currently still on a variable rate plan with us, so we strongly encourage them to contact us at ###-###-#### to discuss their plan options We sincerely hope that the customer is satisfied with this outcome, and we encourage them to contact us with any additional questions or concerns

Here is our Account Specialist's summary of the resolution with the customer: I called the customer regarding their complaintI apologized to him for the inconvenience, again went over the fact that we mailed out quite a bit of mail to him over his time as a customer and never received any returned mail I let him know that for his issues he had with the Welcome Bonus, I will issue a check as a courtesy and for the high variable rate he experienced, I went to his largest bill during that period and refunded him down to the utility rtc, which came to $+ for WB = TOTAL courtesy accommodation of $ I verified mailing address and name spelling, and advised 1-weeks to receiveI provided my contact info in case he does not receiveThe customer is happy we are doing this and is pleased with the outcome

Hello, We at NAPG take the customer’s claims very serious and have diligently investigated Mr [redacted] ’s account to provide a reasonable response according to our records Upon further review, on 9/3/2014, we received a complaint from the wife of Mr [redacted] ( [redacted] ) regarding the increase in the variable rates, and the $welcome bonus that was not received for enrollingAs a resolution, to the customer’s concerns – an accommodation check in the amount of $was issued to the customer$of this refund, 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 utility’s rate-to-compare for three billing cycles (6/3/– 7/1/2014, 7/1/-8/1/and 8/1/-9/2/2014) The $accommodation, which brings the total refund to $was issued to substitute the welcome bonus that was never received We certainly wish there was more we could do regarding the customer’s request to arrange a payment plan, however, the customer’s utility provider is a POR (Purchaser of Receivables) marketThis means the utility company purchases the energy for the supplier at a discount rate equal to the utility’s actual uncollectible rateThis discount rate is then offset from the monthly payments the utility makes to the supplier and is subject to a periodic reconciliation processSince we do not separately invoice the customer for their supply, we cannot schedule or create a payment plan We recommend that the customer contact their utility provider, who should be able to provide this service to them Should you have any further questions or concerns regarding this matter or the offered $accommodation, please don’t hesitate to contact me directly Sincerely, [redacted] North American Power [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10172022, and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: the amounts provided are still a fraction of what would be reasonable I have replied directly both to the associate as well as the [redacted] with no response Earlier attempts to phone NA Power and was advised to e-mail to resolve issue Find below last correspondence: [redacted] Thank you for the consideration but I still do not understand how you are calculating 'difference at the utility's rate to compare'? Even with the accommodation the rates charged during the period are not reasonable I would prefer to reach resolution directly with NAP versus pursue with Board of Public Utilities or other options Please advise 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 would like to thank North American Power for refunding the requested amount The company's attempts to contact me have been to my husband's phone number, which he is unable to pick up while at work I will be contacting them in response to the refund and their calls tomorrow Sincerely, [redacted]

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

v\: [redacted] o\: [redacted] w\: [redacted] Hello,( [redacted] ***) We at NAPG take the customer’s claims very serious and have diligently reviewed Mr***’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 ###-###-#### / [redacted] Style Definitions */

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 their refund Upon further review, it has been determined the customer was issued a total accommodation in the amount of $However, due to an administrative oversight the promised refund accommodation was processed into individual refundsBased on the customer account details, the first accommodation in the amount of $has been mailed to the customer and should be received within the next 5-business daysThe second accommodation in the amount of $has been processed, the customer can expect to receive this refund within the next 10-business days Lastly, the early termination fee that would be assessed for the premature cancellation of the customer’s fixed rate has been waived We truly apologize for the customer’s inconvenience they may have experienced during this process Should you have any further questions or concerns, please do not hesitate to contact me Sincerely, Compliance Department North American Power [redacted] T [redacted] F [redacted] / [redacted] Style Definitions */

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

Hello, Complaint# [redacted] ( [redacted] ) We at NAPG have diligently reviewed Mr [redacted] account to provide a reasonable response according to our records To begin, on 1/21/2015,the customer called into our customer care department to request the cancellation of his account, which was processed immediatelyNAPG transmitted this request to the local utility for processing - as a general procedure, the customer is then advised that it may take up to 90-days for their supply service to return to the utility's standard offer service Our records show after submitting the cancellation request, the utility responded by providing us with a service end date of 2/8/– the customer has not incurred any further charges beyond this dateHowever, upon further review of this customer’s account – it has been determined the customer’s fixed rate term in which they were enrolled prematurely expired and the customer was not reimbursed for the error Therefore, the customer will receive a refund in the amount of $– which is the difference between the what the customer paid with us for supply and what they would have paid if they were charged at the correct fixed rate for the customer’s 12/8/– 1/10/and 1/10/– 2/8/billing cycles Should you have any further questions or concerns, please do not hesitate to contact me Sincerely, Compliance Department North American Power and Gas

When I was speaking to the rep, I was told that I would be saving money and being greenSo I signed upThe final bill at my previous address was a month and a few days, all of which I was not living there, totaled over $two times what the electric company would have charged meI called the company, I asked if there was anything that could be doneThey just kept repeating the same sentence of "We're sorry but you signed up for the Green program and that's what we have in our system." I tried to explain again that I was told that I would be saving money, but there's no way to prove that is trueI'm very disappointed and I would go with another company

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

Complaint: [redacted] I am rejecting this response because: From: [redacted] Sent: Wednesday, January 28, 6:PMTo: [email protected]: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint # [redacted] This is [redacted] in response to problem with North American power they did not-acknowledge that I tried calling several times and spoke to customer service and they said it was canceled after months and my bill is Extra 200to a month from there charges so I'm Stll paying out extra charges for service I had try over n over again to cancel I need them to pay to in charges and unrecieved but promised gift cards thank you [redacted] they called offer a small ck and lower rate I said no thank you Sent from my iPhone Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: the prorated adjustment should be from 11/01/until presentCharging triple the rate of the average going rate for the state of [redacted] is absurdI am seeking for a prorated refund of a reasonable rate from the time my rate changed Sincerely, [redacted]