Entergy Corp

[redacted] understands the customer’s frustration and concerns regarding his power use.? However, [redacted] has been to the customer’s location and has verified our equipment was not functioning properly and therefore the meter was exchanged.? ? Due to the Texas climate conditions during the summer months, [redacted] normally sees one the largest spikes of yearly consumption during the August and September billing periods.? The Customer Service Specialist spoke with the customer regarding the summertime household usage and explained that the adjustments were made using a per day usage from the new meter that was installed.? The Customer Service Specialist agreed to lower the per day usage to kWh and sent a request for a new adjustment.? The Customer Service Specialist advised the customer the copies would be available within the next five days and she would mail copies to him? [redacted] understands how the adjustments may have impacted the customer’s budget and offered a payment installment plan? Although we are the only electric provider in our area, [redacted] is a regulated utility company.? All [redacted] billing is in accordance with the approved tariffs in effect at the time of the billing.? A copy of the Residential [redacted] tariffs currently in effect can be found at [redacted] ? Our Customer Service Specialist advised the customer to contact her direct phone number for payment arrangements on the balance if needed ? Tell us why here

*** *** *** (***) Customer Service Specialist (CSS) investigated the customer complaint and found that a call was placed to *** on December 20, 2017, concerning a low bill. The customer was advised to send a picture of the meter. Once the picture was received *** responded
that the reading was in line with the reading on the bill. On December 21, 2017, the customer called again regarding the email response that the reading was in line with the reading on the bill. A phone center agent verified the meter reading again with the customer and asked him to hold while he investigated his complaint. The agent’s investigation concluded that there was a possible issued with the meter and sent a request to have someone check to see if there was a meter issue. On December 22, 2017, an *** meter service tech went to the location and determined that the meter was not registering the load therefore the meter was exchanged. A new meter was installed reading zero on December 22. A reading was taken from the new meter on January 12, and the account was adjusted based on the per day usage Previously the account had been billed for service as follows: Dates of Service Previous kWh originally billed Number of billing days Current Month Energy Charges Adjusted kWh Adjusted Current Month Energy Charges 09-08-to 10-11- $ $ 10-11-to 11-08- $ $ 11-08-to 12-11- $ $ Total $ Tell us why here

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,
*** ***

Complaint:
I am rejecting this response because:The adjustments were incorrectI did not use that much energyI still maintain the meter was not faulty, only estimated poorly as described in my original complaintFrom my understanding, the adjustments for the 'faulty meter' during those three months were based off home usage for the area, NOT MY home usageI do not use that much energy during the autumn months. I am disputing (09/to 10/11 adjusted 1982kwh $222.17) (10/to 11/adjusted kwh $159.35) (11/to 12/adjusted 1448kwh $157.72)(total for these months $+ $+ $= $539.24)I am happy to pay for the electricity that I used, however I do not want to pay for the electricity which I did not used, based upon Tx average homeowners usageThe meter was not faulty, but only wrongfully estimated.
Regards,
*** ***

Complaint:
I am rejecting this response because:The adjustments were incorrectI did not use that much energyI still maintain the meter was not faulty, only estimated poorly as described in my original complaintFrom my understanding, the adjustments for the 'faulty meter' during those three months were based off home usage for the area, NOT MY home usageI do not use that much energy during the autumn months. I am disputing (09/to 10/11 adjusted 1982kwh $222.17) (10/to 11/adjusted kwh $159.35) (11/to 12/adjusted 1448kwh $157.72)(total for these months $+ $+ $= $539.24)I am happy to pay for the electricity that I used, however I do not want to pay for the electricity which I did not used, based upon Tx average homeowners usageThe meter was not faulty, but only wrongfully estimated.
Regards,
*** ***

*** understands the customer’s frustration and concerns regarding his power use. However, *** has been to the customer’s location and has verified our equipment was not functioning properly and therefore the meter was exchanged. Due to the Texas climate conditions during the summer months, *** normally sees one the largest spikes of yearly consumption during the August and September billing periods. The Customer Service Specialist spoke with the customer regarding the summertime household usage and explained that the adjustments were made using a per day usage from the new meter that was installed. The Customer Service Specialist agreed to lower the per day usage to kWh and sent a request for a new adjustment. The Customer Service Specialist advised the customer the copies would be available within the next five days and she would mail copies to him *** understands how the adjustments may have impacted the customer’s budget and offered a payment installment plan Although we are the only electric provider in our area, *** is a regulated utility company. All *** billing is in accordance with the approved tariffs in effect at the time of the billing. A copy of the Residential *** tariffs currently in effect can be found at *** Our Customer Service Specialist advised the customer to contact her direct phone number for payment arrangements on the balance if needed Tell us why here

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,
*** ***

[redacted] understands the customer’s frustration and concerns regarding his power use.  However, [redacted] has been to the customer’s location and has verified our equipment was not functioning properly and therefore the meter was exchanged.    Due to the Texas climate conditions during the summer months, [redacted] normally sees one the largest spikes of yearly consumption during the August and September billing periods. The Customer Service Specialist spoke with the customer regarding the summertime household usage and explained that the adjustments were made using a per day usage from the new meter that was installed.  The Customer Service Specialist agreed to lower the per day usage to 29 kWh and sent a request for a new adjustment.  The Customer Service Specialist advised the customer the copies would be available within the next five days and she would mail copies to him.   [redacted] understands how the adjustments may have impacted the customer’s budget and offered a payment installment plan.  Although we are the only electric provider in our area, [redacted] is a regulated utility company.  All [redacted] billing is in accordance with the approved tariffs in effect at the time of the billing.  A copy of the Residential [redacted] tariffs currently in effect can be found at [redacted].   Our Customer Service Specialist advised the customer to contact her direct phone number for payment arrangements on the balance if needed.   Tell us why here...

[redacted] ([redacted]) Customer Service Specialist (CSS) investigated the customer complaint and found that a call was placed to [redacted] on December 20, 2017, concerning a low bill.  The customer was advised to send a picture of the meter.  Once the picture was received [redacted] responded...

that the reading 93075 was in line with the reading on the bill.  On December 21, 2017, the customer called again regarding the email response that the reading was in line with the reading on the bill.  A phone center agent verified the meter reading again with the customer and asked him to hold while he investigated his complaint.  The agent’s investigation concluded that there was a possible issued with the meter and sent a request to have someone check to see if there was a meter issue.  On December 22, 2017, an [redacted] meter service tech went to the location and determined that the meter was not registering the load therefore the meter was exchanged.  A new meter was installed reading zero on December 22.  A reading was taken from the new meter on January 12, 2018 and the account was adjusted based on the per day usage.   Previously the account had been billed for service as follows:   Dates of Service Previous kWh originally billed Number of billing days Current Month Energy Charges Adjusted kWh Adjusted Current Month Energy Charges 09-08-17 to 10-11-17 78 33 $18.29 1982 $222.17 10-11-17 to 11-08-17 66 28 $16.96 1466 $159.35 11-08-17 to 12-11-17 72 33 $17.59 1448 $157.72 Total         $539.24     Tell us why here...