Castle Mortgage Corporation

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 Two (2) Entergy employees have called and each gave me their telephone number and asked that I call them if I have any further concerns Regards, [redacted] ***

The customer has been contacted and the account has been corrected per customer's request instead of a refund

Complaint: [redacted] I am rejecting this response because: My services were never disconnected, and I never received a disconnect notice prior to my last paymentThe last payment of $was made when I received a disconnect noticeEntergy has failed to notify me or return any of my calls and this another example of a Company that has a monopoly over the average consumer and does not care about CUSTOMER Service Regards, [redacted]

The customer has been contacted for the correct account number and matter has been addressed

My previous account had been cutoff due to non payment, well over a year agoPayments are being returned, I believe, is because the stored credit card information is incorrect.
*** ***

We attempted to reach the customer at both numbers provided as requested 8/& 8/no answer at one and voicemail left at other number There is nothing else that can be done for this final account. The owner of the property called and provided the pertinent information necessary to establish service in his name

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

The vegetation manager has been contact with the customer on several occasions

Complaint: ***
I am rejecting this response because:Back billing is an unfair practiceThe malfunction was due to no fault of ours but on the fault of Entergy's equipmentThis is unfair that we are slammed with a huge bill when we were honest and brought the problem to Entergy's attentionI also believe the amount we are being back billed for is too highHow can Entergy prove this is what we used? They say it was based on last year's amount, but their estimate is still $30-higher than last year - PER MONTH! The news that the meter was actually broken for months rather than is NEW information that has just recently come outWhy was it not mentioned the first dozen times I talked to someone? Plus, this has been an ongoing headache and a major source of stressAll I am asking is for Entergy to take responsibility for this since it is their faultI want the remaining amount forgiven
Regards,
*** ***

The customer has been contacted and issue resolved

Our apology to the customer regarding the automated calls and text messages that she may have been receiving. We assure you we have been working diligently to resolve this matter. The account is manually protected to avoid disconnection until the arrangements are made, we were unaware
that messages would be generated and this has now been corrected. The account has been billed correctly and there are no other adjustments to be made to the account. The account was billing incorrectly for months and months were forgiven. *** is in the corporate office and the customer has her direct phone number if further assistance is required

I am sending the customer a form to sign and return to us stating that she agrees to a $charge for a meter test if the meter test indicates the meter is accurate. If the meter test indicates that the meter is not accurate, there will be no charge. *** ***

This customer was contacted by vegetation management on 1/13/and 1/14/and was provided with detail of management findings

I am requesting our Service Department turn this on tomorrow. We will complete investigation after the customer has been turned on

Ms***'s bill for January is $430.96. The due date has been extended to 2/16/18. Her February bill is $and has a due date of 2/22/which can be extended once the January bill has been paid. We have scheduled a re-read of her meter for 2/9/18. I realize these
bills are very high, but this home has a history of very high bills. This is an older home which may not be well insulated or may not have a good heating unit. I recommend the customer contact *** *** *** *** for financial assistance with her energy bills. Entergy also offers a free energy audit. The customer can call our contractor, ***, at 1-***, to schedule the audit.If the re-read indicates an error on her bill, we will make an adjustment and send a corrected bill.If you have any questions, please let me know.*** ***Entergy

There is on other action to take on this account. The vegetation manager has explained this to the customerVegetation mowed under phase line and there was no fence in the section that was mowed. He does have a semblance of a fence and it is still there. Small trees in that section was cut but no damage to his fenceThe customer was contacted and informed of the same findings by both managersHe claims the small trees under the power line was his fence. He was informed all trees directly under power line need to be cleared and that is what was done

To Whom It May Concern:Ms*** was provided ample notice of when her bills were due. Entergy has given extensions which have not been kept. She was provided a disconnect notice stating she would be disconnected on 10/26/if her bill was not paid by 5:p.mon 10/25.
She agreed to pay, and the disconnect order was cancelled. She gave two checks, both of which were returned for insufficient funds. (She has given three bad checks in the past five months.) When the checks were returned, we had no further options but to disconnect her service. We do have technicians who work past 5:p.m., so that is not against policy to disconnect after 5:p.m. Entergy has gone to great lengths to work with Ms***. She spoke with our Customer Service Center 11/15/17, but disconnected the call before the agent could advise her what needed to be paid in order to be reconnected. She has paid one of the returned checks but still needs to pay the second one in the amount of $66. She must make future payments in cash.If she will contact our Customer Service Center at 1-800-***, we will continue to work with her. She may qualify for financial assistance through ** *** ** *** *** ** *** *** *** ***. The phone number is 662-***.If you have any questions, please let me know. *** ***Entergy

The agent is correct payments made via bill matrix can take up to days to post to a customer's account. There is nothing that can be done at Entergy due to payments made via bill matrix. The customer was advised prior to make payments via waauthorized
payment center. The customer can also sign up for text messages to alert them several days before the due date

Complaint: ***
I am rejecting this response because: I have explained to them that I
am unable to make a payment from out of state And they will not take a payment from me So basically I will be disconnected and everything in my fridge and freezer will likely spoil due to hot temps and allNot to mention how hot my house will be I couldn't control any of the circumstances but as it can be imagined any person would probably feel the same way.
Regards,
*** ***

The customer was correct in that she should not have been billed tampering fees. We are removing those charges from her account