I spoke with Ms. [redacted] on May 30 to get a better understanding of her complaint. After that conversation, I contacted her again on May 31 and discussed my findings. Her account was set up on our program where she was allowed to pick the day of the month that her bill would be due. With this...
program, the meter is read at it's normal time, however with the customer allowed to pick the due date, it may cross over the typically due date for that billing cycle. This in turn may require that her bill reflect the previous month's bill due date and the upcoming month's due date. Having two individual monthly bills and two individual monthly due dates caused Mrs. [redacted] to think that she was paying for usage in advance. The confusion also appears to have come about as Mrs. [redacted] apparently was not told in her previous conversations that her account was on this program, Pick-A-Date. Once I explained, she did understand. The extension that she mentioned was denied as a result of a partial payment coming in at one time that placed her account in arrears. When she paid the arrears balance, she was able to get the extension. We reviewed the bill and I explained what she was seeing and also explained that customers that are not on Pick-A-Date will not see the two due dates on her bill. When we last spoke on May 31, she was going to think over whether she wanted to discontinue the Pick-A-Date program and we are to talk again this week.
There are no adjustments to be made to this account. The customer was offered the opportunity for an auditor to visit this location and the offer was declined. The customer can feel free to go online and request an appointment time with an auditor at her convenience.
Complaint: [redacted]
I am rejecting this response because: I had to borrow cash from parents to walk in to pay because I was threatened disconnect until pymt received from bill matrix.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I do not feel that [redacted] from Entergy was fully correct in the answer she gave me. She pretty much said the exact same thing that [redacted] said "according to the reported readings the bill is correct" except [redacted] told me that she didn't see a techs name assigned to the meter readings and [redacted] said that she did. Both ladies gave me different dates to when the meter was ran. I asked [redacted] why [redacted] said she couldn't see techs name and she stated "maybe she just doesn't know how to read it". If [redacted] is a supervisor as she stated then she should know how to use her computer system. I find it unprofessional for one member of a company to discredit another member of the same company. [redacted] told me that it must have been the humidity that made my air conditioner run more those months, yet the other two accounts I have with entergy, in the same city, didn't triple in their cost. The other two accounts are lived in, where power is being used for lights, laundry, and air conditioners are set on lower settings... Yet the one house that doesn't have anyone living in it triples in cost for two months. [redacted] could not explain why the cost for September bill went down dramatically after asking for the meter to be re-read nor could she explain to me how the bills are calculated. She told me to go read on the website. She also went on to tell me that her own home's air conditioner was set on 82 degrees during the day when she's not home, which makes her air run constantly went it's trying to cool off in the evening when she returns. I find it hard to believe that she for 1 keeps her air set to exactly when I said mine was set to in my comlaint, and 2 that she would raise it when she's gone, when Entergy themselves say to leave it set on one setting because it will take longer to cool the house off once it heats up. I just feel that i'm getting the run around. I feel that if the humidity was the cause in the spike then my other two homes should have spiked as well, and if the humidity left since the September bill is now 43.76 then my other two accounts should have dropped also, but they didn't. One was 48.51 less and the other was 38.56 less. But [redacted] house was 100.60 less. This is all aside from that the bill in question was only 10 less than my home in August. Remind you, no one has lived in the [redacted]. house since mid April.
Regards,
[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.
Regards,
[redacted]
I will continue to work with this customer. She has not kept any of the arrangements we have made with her to pay her bill. I will contact her this morning about extending the bill further and will explain that we cannot continue to work with her if she fails to keep her commitments. [redacted]Entergy Corporation601-[redacted]
Our intent is to treat all customers with respect, this is why it is critical to enter correct information. After investigating the account, we found that the customer initially provided the incorrect address to turn on service; after the correct location was provided, the service tech...
could not identify location due to insufficient address on the building. It is critical that correct addresses are placed on buildings correctly and visibly to ensure the meter is set at the correct location and to ensure meter readings are read on the correct location in the future for accurate billing. There is a service order to turn on service 8/26, however if the building is not marked properly the customer will be notified that service was not turned on.
The customer was contacted by vegetation management 9/24 and advised of action to be taken. The customer was provided a direct phone number to report any issues if work is not completed.
I spoke with Ms. [redacted] on May 30 to get a better understanding of her complaint. After that conversation, I contacted her again on May 31 and discussed my findings. Her account was set up on our program where she was allowed to pick the day of the month that her bill would be due. With this...
program, the meter is read at it's normal time, however with the customer allowed to pick the due date, it may cross over the typically due date for that billing cycle. This in turn may require that her bill reflect the previous month's bill due date and the upcoming month's due date. Having two individual monthly bills and two individual monthly due dates caused Mrs. [redacted] to think that she was paying for usage in advance. The confusion also appears to have come about as Mrs. [redacted] apparently was not told in her previous conversations that her account was on this program, Pick-A-Date. Once I explained, she did understand. The extension that she mentioned was denied as a result of a partial payment coming in at one time that placed her account in arrears. When she paid the arrears balance, she was able to get the extension. We reviewed the bill and I explained what she was seeing and also explained that customers that are not on Pick-A-Date will not see the two due dates on her bill. When we last spoke on May 31, she was going to think over whether she wanted to discontinue the Pick-A-Date program and we are to talk again this week.
There are no adjustments to be made to this account. The customer was offered the opportunity for an auditor to visit this location and the offer was declined. The customer can feel free to go online and request an appointment time with an auditor at her convenience.
Complaint: [redacted]
I am rejecting this response because: I had to borrow cash from parents to walk in to pay because I was threatened disconnect until pymt received from bill matrix.
Regards,
[redacted]
On 5/11/2015, the customer faxed information needed and was informed the issue was resolved.
Complaint: [redacted]
I am rejecting this response because: I do not feel that [redacted] from Entergy was fully correct in the answer she gave me. She pretty much said the exact same thing that [redacted] said "according to the reported readings the bill is correct" except [redacted] told me that she didn't see a techs name assigned to the meter readings and [redacted] said that she did. Both ladies gave me different dates to when the meter was ran. I asked [redacted] why [redacted] said she couldn't see techs name and she stated "maybe she just doesn't know how to read it". If [redacted] is a supervisor as she stated then she should know how to use her computer system. I find it unprofessional for one member of a company to discredit another member of the same company. [redacted] told me that it must have been the humidity that made my air conditioner run more those months, yet the other two accounts I have with entergy, in the same city, didn't triple in their cost. The other two accounts are lived in, where power is being used for lights, laundry, and air conditioners are set on lower settings... Yet the one house that doesn't have anyone living in it triples in cost for two months. [redacted] could not explain why the cost for September bill went down dramatically after asking for the meter to be re-read nor could she explain to me how the bills are calculated. She told me to go read on the website. She also went on to tell me that her own home's air conditioner was set on 82 degrees during the day when she's not home, which makes her air run constantly went it's trying to cool off in the evening when she returns. I find it hard to believe that she for 1 keeps her air set to exactly when I said mine was set to in my comlaint, and 2 that she would raise it when she's gone, when Entergy themselves say to leave it set on one setting because it will take longer to cool the house off once it heats up. I just feel that i'm getting the run around. I feel that if the humidity was the cause in the spike then my other two homes should have spiked as well, and if the humidity left since the September bill is now 43.76 then my other two accounts should have dropped also, but they didn't. One was 48.51 less and the other was 38.56 less. But [redacted] house was 100.60 less. This is all aside from that the bill in question was only 10 less than my home in August. Remind you, no one has lived in the [redacted]. house since mid April.
Regards,
[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.
Regards,
[redacted]
I will continue to work with this customer. She has not kept any of the arrangements we have made with her to pay her bill. I will contact her this morning about extending the bill further and will explain that we cannot continue to work with her if she fails to keep her commitments. [redacted]Entergy Corporation601-[redacted]
Our intent is to treat all customers with respect, this is why it is critical to enter correct information. After investigating the account, we found that the customer initially provided the incorrect address to turn on service; after the correct location was provided, the service tech...
could not identify location due to insufficient address on the building. It is critical that correct addresses are placed on buildings correctly and visibly to ensure the meter is set at the correct location and to ensure meter readings are read on the correct location in the future for accurate billing. There is a service order to turn on service 8/26, however if the building is not marked properly the customer will be notified that service was not turned on.
The customer was contacted by vegetation management 9/24 and advised of action to be taken. The customer was provided a direct phone number to report any issues if work is not completed.