North American Power

Here is our Account Specialist's summary of the resolution with the customer: I called customer about the complaint she filed, I apologized for the inconvenience she had, explained that she was sent a renewal notice and let her know the date it was mailed outShe says she never received itI also explained some of why the variable rate was so highI let her know that we are issuing her a courtesy accommodation for that month calculated down to [redacted] rate to compare which comes to $The customer is happyI advised 1-weeks to receive this and left her my contact info in case she needs to call us

Hello, Complaint # [redacted] ? To begin, our records indicate that on 12/10/2012, [redacted] enrolled both her gas and electric accounts with NAPG onto variable rate plansVariable 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 monthAdditionally, it is important to point out that, at the time of [redacted] s enrollment NAPG did not offer fixed rate agreementsAttached you will find [redacted] s enrollment call? Should you have any further questions or concerns, please do not hesitate to contact us? Sincerely, ? Compliance Department North American Power & Gas, LLC ?

Hello, Complaint# [redacted] ( [redacted] )>In response to Mr [redacted] complaint concerning his rate increase; 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 This was not the case with Mr [redacted] Due to an administrative oversight, the renewal letter was not generated in the appropriate time to inform the customer of the pending expiration of his fixed rate term Therefore, in an effort to rectify the situation, the customer was issued a refund 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 customer's original fixed rate of $0.0769/kWh for the customer’s October – April billing invoicesAs of 4/7/2015, the customer's account has been cancelled with NAPG and will not incur any further charges beyond this dateShould you have any further questions or concerns, please do not hesitate to contact meSincerely, Compliance Department

The following correspondence is made in response to the complaint filed with the Revdex.com against North American Power and Gas (“NAPG”) by Customer, [redacted] *** In the complaint, Mr*** expressed dissatisfaction with the variable rate charged following the expiration of his fixed contract To start, 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 following the notice 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 Mr***’s account In late December Mrs*** made contact with the company and despite the renewal letter being mailed on 9/10/2014, she was provided several options concerning the account and was even offered an adjustment to the last bill cycle However, she declined the resolution offered and decided to cancel That being said, we wish there was more that we could do and regret the customer was dissatisfied 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

Our records indicate that the customer moved to a variable rate after their fixed rate term expired, per the terms of the original 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 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 $220.00, 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 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

In the interest of customer satisfaction, we contacted the customer and offered a $*** gift card, which the customer accepted We encourage the customer to contact us with any additional questions or concerns

Roman Hello, Complaint # [redacted] ( [redacted] ) According to our records, this customer was issued a refund in the amount of $109.89, which is the difference between the variable rate the customer was charged and what they would have paid if they were charged at our 10-month $0.0949kWh fixed rate for the customers 6/13/– 7/15/2014, 7/15/– 8/15/2014, 8/15/– 9/16/2014, 9/16/– 10/16/billing cycles The customer then elected to enroll into the mentioned fixed term and has been charged said rate for their past billing cyclesI am unsure, as to why, the customer feels they are being charged at a variable rate when this is not the case – attached you will find a screenshot of the customer’s last billing periods with NAPG Should you have any further questions or concerns, please do not hesitate to contact me Sincerely, Compliance Department North American Power

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

I would like to add another thing to this complaint When I called in January regarding their error as indicated in my original complaint, I told them to discontinue their services I realize that I was at the beginning of the billing cycle, so I understood that I was going to have to stay on with them for the next bill; however, I learned when I received my 2nd bill after discontinuing service, that I was still on with them They decided to charge per kWh while the apples to apples comparison from the illuminating company was per kWh Therefore, I spent an additional $due to them keeping me on their service although I cancelled (- x kWh = $62.51) I would also like them to reimburse me the difference for this as well as their $error due to their contract 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 HOwever, pleaes note that this resolution is only partial North American Power did not take into account the February bill that I was also overcharged, and only settled the March and April bils I have communicated direclty with them to resolve that piece as well Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:"On 11/10/2015, both parties had contacted our customer care department to request that their accounts be terminated and switched back to their respective service supplier." < WE REQUESTED THAT OUR ACCOUNTS BE TERMINATED ON 12/31/15, NOT THE DAY THAT WE CALLEDIt is certainly not the caller's fault if the receptionist answering the phone does not take down all of the information correctlyWe also should have been told that the contracts would be terminated immediately and we should call closer to the end of the year.What ever happened to "the customer is always right"? No one at NAP is even taking responsibility for this errorI, the customer, am certainly not going to be held responsible for this wrongdoingIt boils down to this, we called in Nov to request that our contracts be terminated at the end of Dec and they were terminated in Nov; if you called a bakery and ordered a New Year's cake for Dec 31st and they went ahead and unapologetically made it for Nov 12th, I think you'd be pretty upset because what you (the customer) had requested was not fulfilled.Thanks but no thanks for the terms of service - day late and a dollar shortWe should have been advised of the immediate termination during our first phone call in Nov - full disclosure Sincerely, [redacted]

The following correspondence is made in response to the complaint filed with the Revdex.com against North American Power and Gas (“NAPG”) by Customer, [redacted] In the complaint, Mr [redacted] expresses dissatisfaction with the variable rate charged following the expiration of his fixed contract To start, it is NAPG’s standard practice to notify its customers of their renewal options (by mail) prior to the expiration of their fixed contract However, if the customer takes no action following the notice and/or opts out of renewal; the Terms of Service indicates that their account will automatically default to a variable rate plan Next, when a customer requests to cancel their service, NAPG transmits that request to the utility company electronically and the utility company replies with a service end date they determine; based on the customers meter read dates Service flow start and stop dates is a function solely controlled by the local utility and not NAPG We regret the customer was displeased with the switching protocols At this time Mr [redacted] ’s supply service has been cancelled and his service is scheduled to return to the utility’s standard offer on 1/12/ Currently, NAPG is making attempts to contact Mr [redacted] to further discuss his concerns He should expect a call from an NAPG customer service agent at any time prior to Friday, 1/9/ We look forward to resolving this matter amicably 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

Complaint: [redacted] I am rejecting this response because: I have filed a complaint earlier through this Revdex.com organization and it helped me to resolve the issue partiallyI thank this organization for this great helpThe RefNO for the earlier complaint is [redacted] and dated March 26, In brief that complaint deals with the outrageous overcharge by North American Power and Gas company (NMPG) for months after one-year term of the low price contractAfter my complaint on March 26, thorough this Revdex.com organization, NMPG continued the same practice of over charging with the same high rate for the month of March, April and May of this year compared to the market rates like that of NJ Gas companyHence I over paid a total of $the detail of this is given below: March 2014: $April 2014: $May 2014: $Total: $Hence I sent an email to NMPG on this amount, but they have not responded so far and so I seek your help on this matterPlease help me to get this amount and I thank you for your effortsSincerely, [redacted] Translate Desired Settlement / Outcome Desired Settlement: select Desired Outcome: I would like to have this amount @to be refunded to me ASAP Sincerely, [redacted]

Hello, Complaint# [redacted] – ( [redacted] ***) - Rebuttal 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 her supply charges Despite our records indicating Ms [redacted] was charged accordingly, we have taken into consideration the higher than usually variable rates she was supplied Therefore, an additional accommodation in the amount of $ will be issued to the customerThis accommodation was calculated at the difference between what the customer paid for their supply with us and what she would have paid, if she were charged at the utility’s rate-to-compare for the customer’s 3/4/– 4/1/billing cycle Keep in mind, we offer fixed rate options to all customers and encourage them to take advantage of these fixed rate plans; in the hopes, to insulate them from the variable rates which fluctuate due to market conditions Should you have any further questions or concerns, please do not hesitate to contact me Sincerely, Compliance Department / [redacted] Style Definitions */

Here is our Account Specialist's summary of the resolution with the customer: I was able to contact the customer regarding the complaintWe 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 $that they should receive within weeks at the verified addressThe customer was very happy with this resolution

[redacted] I appreciate your attempts to resolve the issue but I have still been unable to secure adequate response to the complaint North American Power did provide partial reimbursement which represents a fraction of their overcharge I sent the comprehensive e-mail below along with all of my bills as support and they have failed to respond I do not feel the company has acted in good faith as you have concluded and feel strongly their practices are unethical I understand if you feel your office cannot take further action to resolve but do not endorse a closed satisfactory complaint record Regards, [redacted] [redacted] I received your voice mail advising that the reimbursements reflect the differential from my current provider and North American Power Based on my billing, this is not the case I'm showing for the periods of Nov-Apr, I paid North American Power $1,whereas I would have owed my current providers $leading to an overcharge of $ You have reimbursed $which still leaves $overcharge Find attached the supporting documentation behind my calculations, kindly advise how your figures were derived Regards, [redacted] North American Power Charges Electric JCP&L NAP Usage vs Prov Base $ NAP $ Nov (1) Dec Jan Feb Mar (5) Gas PSEG NAP Usage Nov Dec Jan Feb Mar Apr 1, Grand total 1, Reimbursed (518) Remaining Overcharge ? ?

v\: [redacted] o\: [redacted] w\: [redacted] Hello, Complaint# [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 / [redacted] Style Definitions */

Company Response to Complaint: We take [redacted] claims very seriously and regret she was dissatisfied As a courtesy and resolution to this complaint, NAPG will rerate [redacted] last two bill cycles to the utility's standard offer and issue her an adjustment in the amount of $ [redacted] can expect to receive this refund in the form of a check within the next weeks Several attempts have been made to contact [redacted] to advise her of this information As an alternative she 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

Update: As of 11:24pm today North American Power has called me back and after reviewing my initial enrollment call, they have allowed me to cancel my contract with them without any cancellation fees

To whom it may concern,? When I spoke to salesperson, he specifically stated that rate would be what he said on contractMy problem is that not only was I lied to about saving money on my bill..but I was not told that I had to pay your fee on top of PSE&gso with that said I have been paying your fee and theirsWithout knowledge? How can you tell me your priority is customer service when your employees don't even know who the president or founder isThey do not even know whom to report toWhen I made the call to your company North American Power I wad told they would investigate..as they finished their investigation they still need to contact me on the resultI called again and the result was there was nothing they can doWith that said I only had asked for a refund of the last bills, but with no response from your company on this matter now I'm filing from the beginning of my contract with youwith a total of more than $All I'm asking is for what I paid and what is owed to me.TThank you, [redacted] ? Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]