Castle Mortgage Corporation

Customer has been contacted and advised of information required to remove derogatory from their credit file.

I responded to customer's email complaint 3/28/18 concerning her higher winter bills.  Her bills were also explained by Customer Service Center agents.  The meter was re-read in March confirming accuracy of previous bills.  She has been granted an extension on her March bill to...

4/6/18.

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.

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]

Complaint: [redacted]
I am rejecting this response because: they can all ready change it they got them and they are going to anyway so why not now it would be easier just to do it I will keep complaining to entergy and above them and of course they always say they readings are correct they want adment it
Regards,
[redacted]

The customer was contacted 9/28/15, the reading the customer provided on 9/15 is in line with the regular read on 9/17; the meter is read each month and account is not billed on an average. The customer was offered information for an energy auditor for the location and she declined; the...

customer had a concern regarding rate, the customer was referred to the website regarding rate information, many factors goes into calculating the bill and did not have that readily available to discuss with the customer; the customer stated no further discussion and hung up. There are no adjustments to be made to the account.

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]

The customer has been contacted and advised $40 was removed 7/15/15 as a courtesy. A letter was received from the customer's bank however the letter did not include information needed to remove another $40.  The customer was contacted again and advised what is needed from the bank to remove the...

second $40 and to submit the correct letter once she receives it.

The account has been reviewed, there are no adjustments to be made to the account.  The customer was notified of any additional charges:Please note that your account is past due. Payment of $              must be received...

before 5:00 PM, on 8/14/2015, the last day to pay, or your service will be scheduled for disconnection on or after 8/17/2015. If any portion of the past due amount shown above is due to a returned payment, you could be subject to disconnection at any time. If payment is not receivedby the date and time indicated, you may also be billed additional $50.00 deposit Customers are provided several options to make payment and we encourage to take advantage of these options:HOW TO PAY To AVOID DISCONNECTION, pay Mon-Fri, 7am-5pm,using a 'real-time' AUTHORIZED payment option: ®My Account Online at entergy-mississippi.comQuick as a Click: The fastest way to pay ® Pay by Phone call [redacted] at 800-[redacted] ($2.95 fee for each $1000 payment by credit, debit or check)® Authorized Payment Location shown aboveor see complete list at entergy-mississippi.com Keep this entire notice for important information.

Thank you, there will be no other responses to this complaint.

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]

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.Entergy dropped the deposit down from $2,100.00 to $200.00, which is much more...

reasonable. This really should be a common practice with the electrical companies, and should not require us to escalate to an outside source to help resolve. But I do thank you Revdex.com for being there to help all of us consumers have businesses treat their customers in the manner that they should.
Regards,
[redacted]

We apologize for the inconvenience.  A request was submitted on 3/13 to make the correction to the account.

Complaint: [redacted]
I am rejecting this response because:  I never said that I would speak with the landlord, and the company has not provided me with written policy which shows this is what they do on a regular basis, furthermore, this leaves me at a disadvantage for I have no deposit, he could decide to terminate the service with no notification to me and the way they do things, they would terminate the service and I along with my child would be without lights.  I think if this is the way Entergy handled their customers, then there needs to be steps taken to make sure do operate fairly!!!!  No one should be able to just switch someone services without the current resident knowing of this and they knew that I never contacted them to say that I was transferring or disconnecting my services!!!
Regards,
[redacted]

The customer called on 9/5; the returned check fee was waived as a one time courtesy to the customer.

I spoke with Ms. [redacted].  Her account at [redacted] Apt. H has already been reversed and charges reversed.  Her current account at Apt. [redacted] was back dated to August 1, 2017, as she requested.  Everything appears to be in order at this time.  Advised her to call...

us should she have any other concerns.

The customer has the direct phone number to discuss this matter.  The account is correct and no further adjustments will be made to the account.

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:  One, I was told payment could not be made by check...was NEVER told it had to be at a walk in payment center!
Regards,
[redacted]

There will be no further written response to this complaint.  The customer has a direct phone number to Customer Service Support that she has been communicating with. Thank you for the complaint.