North American Power

? Hello,Complaint # [redacted] We show that on 6/1/2015, [redacted] enrolled with NAPG onto a 6-month $0.0899/kWh fixed term? According to the customer’s account details, the fixed rate was supplied for the indicated term length ?" which started on 7/8/and lasted until 1/6/2016.? As a standard, NAPG sends renewal notices to advise customers as to when their fixed rate obligation will 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.? Although this happens to be the case for this consumer; with the hopes to provide customer satisfaction, we would offer [redacted] an accommodation at the difference between the rate she was charged with us and what they would have paid if she were enrolled onto our current fixed plan agreement (12-month $0.0909/kWh) for existing customers in her area.? However, since 3/7/2016, her account has not been cancelled with us.? Therefore, she would have to re-enroll with us in order to take advantage of the mentioned rate plan and courtesy accommodation.Should you have any further questions or concerns, please do not hesitate to contact us directly.Sincerely,Compliance Department North American PowerGlover Ave, Third Floor, Norwalk, CT, 06850T ###-###-####F ###-###-####

Hello, This is in response to the complaint filed by [redacted] Complaint # [redacted] The enrollment for this customer has been delayedThe reason for the delay is because the rate that the customer signed up for was offered before the rate code was accepted by the utilityIf the enrollment was sent to the utility immediately then the customer would be enrolled on the incorrect rateTo avoid that North American Power had to make the decision to hold the enrollment until we receive confirmation from the utility that the rate has been made effective on their endWe expect the enrollment requests to be submitted by 11/1/The customer is going to receive the rate he contracted for and for the exact term he enrolled on with North American PowerWhen we became aware of the issue we made attempts to contact the customer via phone and letter to let them know the enrollment was going to be delayed, and the reason for the delayAttached you will find a copy of the letter that was mailed to the customer Should you have any further questions or concerns, please do not hesitate to contact me directly Sincerely, Compliance Department North American Power [redacted] T ###-###-#### F ###-###-####

Here is our Account Specialist's summary of the resolution with the customer: I had been talking with the customer since 8-18-I called the customer back 8-22-and informed him that a check for $is being sent and will be received shortly at the verified addressThe customer was very happy with this outcome

Complaint: [redacted] I am rejecting this response because: I have spoken with [redacted] from North American Power Company on 2/23/ in Customer ServiceHe called me and we settled on the company reimbursing me for the Two Months, December and January, that was a waiting period for switching back to [redacted] in which North American Power charged me DOUBLE the price of [redacted] while Natural Gas Prices were falling substantiallyHe offered to refund me a check of $which covers the loss for both months and I accepted that offerHe told me the check would be mailed withith to business days to my home address of [redacted] ***I am happy this resolution between [redacted] on behalf of his company North American Power and myself 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 Sincerely, [redacted] PS I will also make sure I tell my friends how happy I am that North American Power adjusted my bill for the last two billing cycles I was worried about being able to pay such an expensive bill Thank you North American Power

Company Response to Complaint: size=3> 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 by the deadline and/or opts out of renewal, the Terms of Service indicates that their account will automatically default to a variable rate planThis was the case with [redacted] , since her deadline for renewal was 9/17/ Upon review of our customer interactions log, NAPG has no record of [redacted] contacting the company in the month of October However, she did call in December to inquire about the rates and at that time, enrolled in a 12-month fixed rate plan She was advised that it would take 1-bill cycles for the rate change to take effect It’s important to point out that due in part to our consolidated billing with the utility company, transactions such as cancellations and rate changes are processed in accordance with the utility’s rate change timing protocols and switching practices Therefore, NAPG can neither change or expedite this processes We regret that [redacted] was dissatisfied However, her service has been cancelled as she requested and will return to her utility’s standard offer on 2/24/ As a courtesy to the customer, NAPG will waive her early termination fee Several attempts have been made to contact the customer to discuss his complaint but to no avail at this time NAPG will make further attempts however, as an alternative she 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

Here is our Account Specialist's summary of our proposed resolution with the customer: I called out to the 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 reviewedAll ETF's will be waived and a $courtesy accommodation, in lieu of a Welcome Bonus, should be received within weeks

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 $257.25, 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 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

Upon receipt of this complaint, we sent the following email to the customer: Hello Mr& Mrs [redacted] , North American Power apologizes for the inconvenience regarding the delay of your $Welcome BonusTo expedite the process a $check will be refunded to you, as a means to substitute the Visa cardThe check should be received within the next business days As always, you’re more than welcome to contact me at [redacted] *o discuss any questions or concerns Thank you,

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, MrChen 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 MrChen 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***’s charges for his December 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/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

When we issued the two separate courtesy accommodations, we informed the customer via email and clearly indicated which billing cycles the accommodations were beforeIt's important to note that these accommodations were given solely in the interest of customer satisfaction, and not because there was any wrongdoing on our partThe customer was charged correctly, and per the terms of their agreement--there were no overcharges Because there was no error related to this account, and we have already provided two separate accommodations, we are unable to offer any additional credits for this accountIf the customer would like to discuss the matter further, they can contact our Customer Service department at ###-###-####

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 $296.15, 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 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

Revdex.com: Apologies for delay in my response to your messageI have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me on the bill dated 2/21/ I appreciate your involvement in getting my complaint resolved in such short time But again, this months bill (dated 03/25/2014) too is on a higher rate from NAPI have pasted the bill details below for your reference and attached the .pdf copy of bill with the email Activity Date Activity Type Meter Number Rate Bill To Date Bill Days Index Use Unit Of Measure Read Type Description Amount Running Balance [redacted] 03/25/ Monthly Bill Invoice# [redacted] $ $ North American Power Electric Charges $ North American Power & Gas, LLC Gas Charges $ RSG (HTG) 03/20/ THERMS Act Gas Charges $ [redacted] RS 03/20/ KWH Act Electric Charges $ I have attached the excel sheet of my previous usage and other bill details for last months for your reference in which I have highlighted (in Yellow and Red) the amounts to be verifiedThe above rate is also double the price that they usually chargeThis difference in energy cost have happened when I told them that I am switching the energy supply company back to [redacted] from NAPPlease help me here too to get the extra cost charged on my bill, reverted and paid back to meYour help will be much appreciated Please let me know in case of any further information needed Thank you Sincerely, [redacted]

Hello, Complaint# [redacted] ( [redacted] ) Mr [redacted] was enrolled into a 6-month $0.0699/kWh fixed rate which was supplied to its entiretyOur records indicate that the fixed rate expired and defaulted to the variable rate, because the customer did not contact NAPG to cancel or to renew his rate after the mailing of their renewal letter Attached you will find Exhibit A & B: (A) the renewal letter which was mailed to the customer & (B) the welcome letter that was mailed to the customer when they initially enrolled with NAPG 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 3/20/– 4/22/ billing cycle As of 5/21/2015, the customer’s account will be cancelled and will not incur any further charges beyond this dateTo further accommodate the customer, we will issue an additional accommodation for this billing cycle (April-May) which will be their final billing invoice with NAPGThis accommodation will also be calculated at the difference of the utility’s rate-to-compare Should you have any further questions or concerns, please do not hesitate to contact me Sincerely, Compliance Department

Complaint: [redacted] I am rejecting this response because: Per a recent phone conversation with North American Power, they offered to send two separate refund checks for the difference between the rate they charged me and the market rate for the periods ending July and August The $reflected on their response via Revdex.com is for only the first month I understand that they must wait until I receive my August billing in order to calculate that refund and once that has been completed, I will accept their offer as a reasonable settlement of this issue Their customer service team was very polite and professional and so long as they fulfill their offer of two months of billing adjustment, I will be satisfied with their response Sincerely, [redacted]

We're sorry that the customer has experienced this inconvenienceIn the interest of customer satisfaction, we are sending the customer a check in the amount of $134.53, which is the difference between what the customer paid with us and what they would have paid at the fixed rateThey should receive this check within the next 1-billing cycles We hope that the customer is satisfied with this outcome, and we encourage them to contact us 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 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 $533.20, 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 two billing cycles 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, S [redacted] , directly at [redacted] with any additional questions or concerns

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]

Here is an update from our Account Specialist on his attempts to reach the customer to discuss their concerns, along with our accommodation: I made a 2nd attempt to contact this customer regarding complaint: No answer, I left the following in a detailed message: I advised reasons for the variable rate increase, stated that a notice was sent out in November indicating that the variable rates were likely to go up in the winter, advised that as a courtesy we are issuing an accommodation to the customer in the amount of $and he should receive this in weeksThe amount represented the difference at the rate-to-compare for their last three billing cycles with usI advised him to call me once he gets his last next bill so that we can make an adjustment to this as well

Hello, ( [redacted] ***) NAP takes customer satisfaction very seriously and examines each claim with diligence Many customers of both suppliers and utilities across the region, have experienced higher-than-usual variable rates this year—unfortunately, wholesale prices for both electricity and natural gas this year have increased substantially as a result of a severe energy shortage After further review of this account, the customer enrolled into a variable rate planVariable rates are subject to price fluctuations based on market conditions and other price related factorsThat being said, rates can go higher or lower than the local utility in any given monthBased on our records this customer was charged properly Although the customer was billed accordingly, a courtesy accommodation totaling $70.59, will be issued to the customer following adjustments to both his gas and electric accountsIn particular, for his electric account, he will receive a refund of $36.61- 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 the customer’s 3/1/– 3/31/billing cycle Likewise, for his gas account, a refund of $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 the customer’s 3/1/– 3/31/billing cycle Both the customer’s accounts have been cancelled and will not incur any further charges from NAPG 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 directlySincerely, [redacted] North American Power [redacted] ***T ###-###-#### F ###-###-####