Entergy-New Orleans

I had a conversation with Ms [redacted] on Mon., Febregarding her concern with her final billShe was informed of the billing history and particularly the billing period for which the two high bills incurredWe agreed there was some discrepancy with the act of sale date and the date of transfer of the service to the new owners nameWe also had a discussion about the previous payment history and the reasons preventing her from paying the bills online (return checks)I offered an apology for the inconvenience, some payment options and her specific payment information needed for electronic bill paymentsShe thanked me for assisting and then proceeded to make a partial payment via our third party vendor (Bill Matrix)..We consider the issue to be resolved [redacted] Entergy inc

Mr***r has been contacted and he is satisfied Thanks, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10313078, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I have reviewed the response from Entergy and I am not satsified with the responseThis issue has been ongoing for months nowThey have never notified me of the results of any investigation on their partI've been told they don't know what happened to the money and to this date they have not done much to help resolve this matterI have talked to many different people and have been told many different thingsI have followed all the processes they have suggestedI faxed my bank statement times, at their requestI have also disputed the charge with the bankUpon the bank's investigation, they have determined the charge to be a customer service issue with EntergyI received the results of Woodforst Bank's investigation on October 30, stating the dispute was denied and I needed to contact Entergy concerning this issueWhen I spoke to [redacted] at Entergy she started out saying, "You need to contact your bank." I replied, "I've already done that." Then she continues to say, " You need to dispute the charge at the bank." I again said, "I've already done that." Then she said, "They will have to retract the charge." I again stated that the bank found it was a customer service issue with Entergy and referred me back to themNow after all this time, they are suggesting that I have to file a police reportI don't understand for whatIt's clear they received the moneyI have proven thatWhat am I supposed to tell the police Entergy stole my money? They have made no effort to get to the bottom of thisI just keep getting the run around and after I do the next item in their process they come up with a new oneI consider myself an educated personI have a Master's DegreeI will file a police report and then I'm sure they will come up with some new criteriaWhen does it stop? All I want is my $back that they don't even know what they did withWhy is this so hard? I think they should refund me and figure out what they did with itThey are telling me now that I have to do a police report so they can get a subpoena so they can get to the bottom of what happened to my money within their companyThis makes no logical sense to meIt seems silly to tie up the police department over thisPlease help me understand what is going onThis is why we need a neutral third partyI feel like a tennis ball going back and forth.Hopefully I was able to attach a copy of the dispute resolution from my bank Regards, [redacted] ***

I HAVE REVIEWED THIS ENTERGY ACCOUNT AND FOUND THAT ONLY ONE PAYMENT WAS RECEIVED ON 11/3/ FOR $254. THIS WAS THE CORRECT AMOUNT TO PAY IN ORDER TO AVOID DISCONNECTION. IF CUSTOMER INADVERTENTLY MADE TWO PAYMENTS THROUGH BILL MATRIX, SHE WOULD NEED TO CONTACT THEM IN ORDER TO
HAVE IT RESOLVEDFROM HER COMMENTS, IT APPEARS THAT IS WHAT SHE DID. THERE WAS NO ERROR MADE BY ENTERGY

Customer contacted on March 13th, her account was reviewed with her, explained deposit charges to customer, customer requested an arrangementCustomer will pay $toward $balance and then a month installment plan with be givenCustomer will call back once payment of is made, in
the meantime her account is protected from disconnect

Entergy Texas Inc. (ETI) Customer Service Specialist (CSS) left her direct phone number on the customer's voicemail November 20, 2014, and requested a callback to explain the unauthorized draft process. The CSS investigation revealed the $340 payment in question has not been credited...

to the customer's ETI account, but to another ETI customer’s account.  If this $340 payment is an unauthorized draft or payment, the customer should notify her banking institution immediately.  The customer's bank will start the process to refund the customer's $340.00. They will notify ETI and retract the $340.00 unauthorized payment.  The customer should then file a police report. When ETI receives the subpoena, all information regarding the unauthorized draft, including the ETI customer receiving this unauthorized $340 payment, will be relinquished to the authorities.   Ms. [redacted] has indicated that she did not want to follow this process.
ETI CSS explained this process in detail with the customer and with the customer's bank representative on 11/24/14. The bank representative understood the unauthorized payment process and said he would hand it over to their fraud division.  As of 11/25/14, ETI has not been notified by Ms. [redacted]’s bank regarding a $340.00 unauthorized draft made on 08/22/14.  This information is necessary and the customer's bank representative has agreed it is a necessary process for an unauthorized payment.

Revdex.com I am informed by the claim department that in an attempt to resolve this complaint a compromise settlement offer was made to the complainant that was reasonable enough for an initial acceptance but the...

customer then rescinded his acceptance after he was informed that he would be required to sign a release.Entergy has made every attempt to resolve this issue and we have extended every courtesy to the complainant and exhausted the full extent of the appeal process. The next step now is to the customers discretion.  [redacted] [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10293474, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I had a conversation with Ms [redacted] on Mon., Feb.2 regarding her concern with her final bill. She was informed of the billing history and particularly the billing period for which the two high bills incurred. We agreed there was some discrepancy with the act of sale date and the date of transfer of...

the service to the new owners name. We also had a discussion about the previous payment history and the reasons preventing her from paying the bills online (return checks). I offered an apology for the inconvenience, some payment options and her specific payment information needed for electronic bill payments. She thanked me for assisting and then proceeded to make a partial payment via our third party vendor (Bill Matrix)..We consider the issue to be resolved.
 
 
[redacted]
Entergy inc

[redacted] has been contacted the billing issue has been addressed, the customer is in agreement with the arrangements made on the account and the customer is satisfied.

Mr. [redacted]r has been contacted and he is satisfied.  
Thanks,
[redacted]

I understand your frustration but you were advised that you needed a permit before service could be placed in your name. I listed to the call when you applied for service on 8/2/16 at 12:51pm. You advised agent that you wanted to transfer the service from the builders name to your name. The order was issued with remarks that order was on hold pending permit/approval. At 12:55 the agent advised that you will need permit before service can be placed in your name. She asked if you were north or south of independence and you replied south. The agent then gave you the permit office phone number 9[redacted] or [redacted] and said the hours are from 8-5. You asked why you needed to call them and the agent explained why permit was needed. Also she stated that once we receive the permit, the service will be placed in your name two business days after Entergy receives permit. You asked what information do you give the permit office and the agent said she will give you Entergy account number to give to permit office when she completes processing your order. At 12:57 the agent recapped the call and stated that your account is on hold at [redacted] pending parish permit. At 12:58 you said ok so I take this account number and give it to the permit office and you repeated that a second time. The agent said yes both times and asked if there was anything else she could help you with you and you said no and she ended the call. The service was left on as a one time courtesy because you applied for service. We don't call to inform you that we had not received your permit. We received your permit on 9/8 and two business days later on 9/12 the service was turned on in your name. Again I understand your frustration but if an account has consumption that no one is billed for, the meter is turned off.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12228461, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. As stated, there are and have been numerous times where the power was "blinked out," on various occasions in this building.  As stated previously, on one single day: 6/24/2017 at 4:55 PM and 11:54 PM and another on 6:25/2017 at 2:41 AM The power was blinked out on this property.  This happens with stunning consistency especially when the wind picks up in the area or there is strong rain in the region with associated lightning.  However, this has occurred also in decent weather, so it isn't exclusive to a bad weather phenomenon.Entergy is a monopoly in the area, and we as users of their expensive electricity have no alternative other than them and the rubberstamp LPSC that "oversees," them.  Unlike with nearly any other service, we have no alternative.  If they choose not to upgrade their lines, not cut back on overgrowth, or track down legitimate customer complaints of power flickerings and outages, we are stuck with them.  The response on the part of Entergy here is illustrative proof of their disconnect with their customers.If there is indeed no line faults on Entergy's side, then information needs to be provided as such with the evidence to prove that so that I might take the complaint to the property owner.  I am not an electrician, I am a renter and am subject to the whims of Entergy in this case.  Their customer service is abysmal at best...but don't take my word for it:https://entergy.pissedconsumer.com/To Entergy...you need to fix your lines.  If it isn't your lines causing these blinkouts every time there's a breeze in the area, get the information made available that clearly says this with tests and I can bring the complaint to the apartment owners.  Otherwise, this is PR damage control and fabrication, because as I said...the power ha sblinked off numerous times, and I just started logging them.
Regards,
[redacted]

Entergy Texas Inc. (ETI) Customer Service Specialist (CSS) contacted the customer on July 11.  The CSS explained that Entergy did not bill the customer for this 20 day service (1/28 - 2/16) and he would need to dispute this amount with his apartment manager.  As a courtesy, the CSS...

agreed to remove the $20 connection fee to resolve this complaint and for the delay in service during ETI conversion into a new Customer Care System.  The customer was satisfied with the results.

The customer has been contacted. The customer was requesting an adjustment to her final bill due to an Cumulative Balance from the level bill program.  The customer was informed that the Cumulative Balance is the running total of the difference between her actual electricity charges...

and what she paid using the average monthly billed amounts and if there is a balance owed it will true-up when the service is terminated.  There is no credit to give, the charges are a result of the actuial usage from previous month's history.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11146055, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

[redacted] made a $300 payment on 10/15/15 using one of her old account numbers, the payment was transferred to her account active account on 11/2/15.  The fees have been removed from the account. I have also called and left a message explaining...

this to Ms Kelly asking that she give me a call should she have any more questions or concerns.
[redacted]

Entergy Texas Inc. (ETI) doesn’t have proof of where the $340 payment was posted, since the payment was made electronically by phone through a third party vendor, Bill Matrix.  The caller made a self-service transaction by providing the ETI account number to be credited, the bank account number and the amount to be debited from the designated bank account. ETI verified the payment was processed by phone when the customer provided this information in the faxed copy of her bank statement. The $340 payment was not credited to the customer’s ETI account, since she did not have an ETI account at the time of this transaction.  However, ETI has no knowledge of where the payment was credited.  The customer’s bank authorized the $340 electronic payment to the unknown ETI account number.  If the customer did not make or authorize this payment, the customer’s bank will retract these funds from Entergy and refund her the money.  ETI receives multiple retractions daily for unauthorized payments and the banking institution will have all of the information needed to pull back a payment after they investigate and find fraudulent activity. This is normal banking procedure and Entergy follows this procedure with each and every unauthorized payment received. As an explanation, I advised the customer there is a 7 year limit on fraud payments and the banking institution usually requires a police report for any fraudulent activity. 
 
Since ETI did not pull the funds from the customer’s account and the $340 payment was authorized by the customer’s banking institution, the customer must contact her bank to retract this money.  I apologize for any confusion the customer may have experienced within the call center.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11096054, and have determined that this proposed action would not resolve my complaint.  For your reference, details of...

the offer I reviewed appear below.
I was not provide with a response other than the statement that Entergy has been notified.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11780842, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I do not recall being told about a permit, and I've never had to obtain a permit for utilities in any of my previous residences. Obviously it was not explained clearly because I would have secured a permit if I understood what was required at that time. Entergy waited five weeks to take any action, and chose the best plan of action was to cut off power rather than reach out to us. My family was occupying the home when they unexpectedly turned off our power. After speaking to multiple supervisors and managers, they acknowledged that the power was left on in error. However, they didn't attempt to fix the situation in a reasonable manner.  Even after I took action and followed up with Entergy to ask that my power be restored in a timely manner, they did not restore the power until 5 days after it was initially cut off. This could have been avoided with some form of communication (they had our mailing address, phone number, and e-mail address). I believe they need to reconsider some of their policies and procedures to avoid this situation in the future. Their policy should not involve cutting off power to a household that has been occupied for over a month without any notice. There are consumer protection laws for a reason and I believe those laws have been violated in this case.My family has suffered a burden due to Entergy's negligent actions. I filed a claim for the contents of my refrigerator and they keep pointing to the permit as the reason for cutting off my power, but nobody can explain why we were not given any formal notice. They admit they left the power on in error and told us it should have been turned off on 8/5/16, which is admitting some negligence on their part. If the power was turned off 8/5/16, we would not have a claim since we would have discovered the power was not on while moving in. After explaining all of this to the adjuster, he is telling me they will most likely deny my claim. This is not acceptable, yet I have no other options to use for my electricity. I don't feel that Entergy has treated me as a valued customer and I believe they severely mishandled this situation. I will take the necessary legal action to pursue my case and hopefully prevent any other consumers from having to go through a similar situation.
Regards,
[redacted]