Entergy

If I could give this company Zero stars I absolutely would. They inform you on your bill that you are Auto drafted DO NOT PAY, but yet they did NOT auto draft, informed me that my bill still needed to get paid, or my electric would be turned off. How in the world can a company say one thing on MY BILL but yet threaten to turn my power off because somehow, I was supposed to be a mind reader and Still pay my bill even though it said in all caps DO NOT PAY? Seems to me this company can say and do whatever they please without any repercussions from what they say or do, Makes no sense.

Entergy Texas Inc(ETI) Customer Service Assistant (CSA) received the complaint and began an investigation June 22, The customer was contacted and the electric service was turned on this same dayThe CSA also asked for an email receipt since Mr [redacted] said he received confirmation that his power would be turned on June 20, The customer requested compensation for the generator and a credit on the bill and contends the power was not turned on as requested and is due to an Entergy error ETI originally received an electronic request on May 23, 2015, to transfer the customer’s electric service from one location to anotherThe customer requested the electric service connection date of June 20, at the new location and a turn off date of June 23, for the customer’s current addressSince ETI will not process a request for turn on or transfer more than days in advance of the move in date, an electronic denial letter was sent to the customer on May 26, with an explanation and a request to resubmit the application closer to the actual move in date (see attachment) The customer resubmitted the request on June 8, On June 9, 2015, an electronic denial of service was sent to the customer since the location was already active in another customer’s nameETI was unable to process the application and the customer was asked to send or call Entergy with the current customer’s name or the meter number and the order could be processed ETI did not receive the additional requested information and the order was not processed (see attachment) The customer contacted Entergy on June 20, 2015, to report a power outage at the location he was moving intoHowever, ETI had disconnected the service on June 19, after the prior customer called to cancel their serviceThe Entergy Outage Call Center was unable to connect the service and asked the customer to contact the Entergy Service Department on Monday morning to place his application to have the service connectedThe Service Department is only open Monday through Friday for customer applications The customer contacted ETI on June 22, 2015, to complain that the service was not on at new location as he requested when he had submitted the application on line The agent took the customer's request for new service, and as a courtesy, a request was made to have the service turned on this same day An investigation found no error on the part of the companyHowever, the customer filed a damage claim and Entergy’s Internal Claims Department will investigate and notify Mr [redacted] with their results The customer said he was satisfied with the investigation

Entergy contacted the customer on 7/and 7/to explain the reason for the delayThe customer processed the transfer of service on 6/23/ The required permit hold was released by the City of Port Arthur on 6/30/The order was scheduled on 7/to install the meterIn May 2017, the service was cut at the transformer pole and the meter was removed since repairs were needed at this residence When Entergy's Field Tech went to the location, he found he was unable to restore power since the service was cut off at the poleThe service was rescheduled to a larger bucket truck and the power was turned on 7/ Under Entergy's Terms and Conditions, Entergy is committed to turn on power within days after the jurisdictional requirements are met When a meter is needed and when the request falls within a holiday, the service installation may take longer than the day commitmentIn this case, the power was turned on days after the permit was received Entergy apologizes for the delay and thanks the customer for their understanding

Entergy Texas Inc(ETI) Customer Service Specialist (CSS) contacted the customer December 1, 2015, to discuss this complaintThe customer previously contacted Entergy on November and November to inquire if her electronic payment had been returned by her bank and to question if a fee would be assessed on her account After reviewing the customer’s phone conversations with Entergy, the CSS found some inconsistencies in the information provided to the customer and removed the $NSF feeHowever, all three agents were found to be courteous in all of the phone conversations with the customer When the CSS contacted the customer, she explained how she reviewed all three of the phone calls and apologized for the inconsistent information the customer received regarding the NSF feeThe CSS thanked the customer for bringing this to Entergy’s attention and the customer indicated that she was satisfied with the outcome of the investigationAdditionally, the customer has the CSS direct phone number if she has any additional questions or concerns

Complaint: 10614538I am rejecting this response because: I will call your office today to discuss how to resolve thisI accept that at some point your company has limited resources and information on this issue but I still hold my stance that the power was not consumed The method your company resolves these issues really needs to be improvedI was bounced around between customer service representatives who offered no help, other than taking the same notes over and over, but offered the simple "are your breakers off sir?" questionsI am sure that no power is being used during these periods and that something is going on with the meter or meter box It took a Revdex.com complaint to get someone to actually try to sort through whats going onAnd its not my communication methods or innability to communicate effectivelyThis is untrained and non customer focused service operators, with no access to technical or non-standard issue resolution resources If power is consumed while the breakers are off, customer is out of the country, no equipment is running, then how did power get consumed? Your company is an electrical provider, dont try to push this off onto an electrician who wants to get paid big bucks to tell me nothing is wrongYou provide power but can offer no help on power issues? Again, technical support is severly lacking Sincerely, [redacted] ***

Entergy Texas Inc(ETI) Customer Service Specialist (CSS) contacted the customer after investigating the complaint on 7/The Entergy Call Center agent that received the transfer of service request, failed to use the correct process and billed the $deposit The CSS apologized for this error and set up a new account for the customer without a deposit request, since ETI does not require a deposit when a customer moves from one location to another The CSS also explained that anytime a customer is unsatisfied to request a supervisor and the Call Center agent will escalate the call for further review ETI and the CSS appreciates the customer bringing this issue to our attention If the customer has any additional questions, she may contact the CSS on her direct phone number that she provided

Entergy Texas, Inc(ETI) received the customer’s information and the Customer Service Specialist (CSS) was unable to speak to the customer in regards to her additional information she submitted in rebuttal An ETI customer has an option to enroll in the Level Billing program If a customer enrolls, the program automatically spreads the highest usage months of the electric bill to the Fall and Spring months when the bill is typically lowerSince this customer enrolled, the billing amount is determined by averaging months of billing history and divides that by to arrive at the monthly paymentAs each new month of billing occurs, the oldest month will drop off and a new average will be computed with the most recent billing (running average)If an account has less than months of history, a $average is computed for those months missing a billThe difference between the actual bill amount and the Level Billing amount is called the Accumulated Difference This amount could be either a debit or a credit and the bill will fluctuate each month based on actual usage, because of the running averageAfter the billing adjustment to the customer’s account, her accumulated difference balance dropped from $to $This option allows customers to pay roughly the same amount for electric service each month, resulting in manageable bills regardless of the season and usageAs a result, many months of the year, the customer has paid less than the actual billThis month, her level bill payment is higher than the actual $bill The customer’s bill amount is $after the corrected invoice and billing adjustment The CSS reviewed all of the information and confirmed the billing is correctA detailed history of of the level bill amount the customer pays each month, along with the actual bill amount and accumulated difference The customer is carrying a debit balance in accumulated difference and this amount will decrease during the fall and spring monthsThe CSS would have liked to explain this information to the customer and to offer extended payment arrangements The customer may contact the CSS directly if she has any questions regarding the adjustment, the level billing program or arrangements

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10973566, and find that this resolution is satisfactory to me Sincerely, [redacted]

Entergy Texas Inc(ETI) Customer Service Specialist (CSS) received the complaint, investigated and contacted the customerThe customer has a large dog in his yard which has shown aggressive behavior toward the meter reader The meter is read from a distance outside of the fence by the use of a scopeThe meter at this location was estimated in July when the customer’s vines had grown around the meter and partially hindered the scoped readingOn September 23, ETI found the vines hindering the dials to the far left side and a letter was mailed to request the vegetation removalOn October 7, the meter was scoped without any difficulty since the vines had been removed or sprayedThis reading had advanced since the last monthly read, billing the customer kWh usage for the October billing periodThe customer contacted Entergy after receiving this bill since the usage had increased over the prior month's usage and an order was issued to re-read the meter The ETI Field Tech read the meter on October and the reading had progressed since the last monthly reading from on October to On October 28, Entergy mailed a letter to the customer to advising that the billing was correct and an adjustment was not warrantedThe CSS contacted the customer on October to explain the reason for meter reading issuesBecause the meter may have been under-read in the prior month, an extended month payment arrangement was offered on the customer’s remaining $balanceThe customer refused and a meter test was scheduled to validate the meter accuracyThe meter will be tested on November Since the reading is correct and the customer has been billed correctly, a billing adjustment is not warranted at this time

Complaint: I am rejecting this response because: A credit was to be issues and it’s been over a week and it hasn’t been issued

Entergy Texas Inc(ETI) Customer Service Specialist (CSS) contacted the customer and left a message on February 1, 2016, asking the customer to contact the CSS on her direct number to discuss this billing complaint Since she was unable to reach the customer, the CSS also sent a billing explanation to the email address provided The CSS also explained that the ETI service area is not open to customer choiceAnd although ETI is the only electric provider in our area, we are a regulated utility company All billing is in accordance with the approved tariffs in effect at the time of the billing and a copy of the current approved Residential ETI tariffs can be found at http://www.entergy-texas.com/your_home/tariffs.aspx ETI understands how colder winter temperatures have been an impact on the customer’s budget and can offer our average billing program We also provide conservation measures and tips on the Entergy-Texas website http://entergy-texas.com/your_home/save_money/ The CSS was successful in reaching the customer on February 2, 2016, and offered additional information on the approved residential rate and explained how ETI could only bill the customer on this rate The customer’s seasonal usage pattern indicates the kWh usage increases each year during the winter months (see attached graph)And since the CSS verified the customer’s bill was not estimated and reading was correct, she suggested a meter test to verify that the meter was functioning properlyThe CSS also set up a payment agreement for the customer If any additional information is required, the customer will contact the CSS at her direct number that was provided

Entergy Texas Inc(ETI) Customer Service Specialist (CSS) received the customer's complaint and investigated Entergy's meter reading department found an error in the final reading and sent in a correction to change the final reading from to on November 25, The incorrect final bill will be adjusted and an additional refund will be mailed to the customer within days ETI apologizes for the final billing error and for the inconvenience this may have causedThe customer may contact Entergy Customer Service at 1-800-368-or the CSS directly for any additional concerns

Entergy Texas Inc(ETI) Customer Service Specialist (CSS) received the Revdex.com complaint on June 20, After the CSS investigated, she found that the ETI customer had been billed the $deposit on May 5, 2016, after ETI initially waived the deposit on May The deposit was billed to the account in error by an Entergy agent and when the customer called Entergy on May 16, 2016, to dispute the deposit, a second agent missed an opportunity to void this depositAlthough the complainant placed an on-line application on March 21, 2016, this application was rejected ETI requires a verification of the last tenant name OR meter number when an applicant requests service at an active location This is to ensure that an existing ETI customer is not forced out of their residence in error, and when the existing customer has not requested that ETI discontinue their service The current tenant name provided by the applicant did not match our records and the complainant was notified by electronic mail that the application was rejected and asked to verify the meter number at the locationThe existing customer was disconnected on May 3, 2016, and the complainant re-applied for service on this same dayThe customer remained without power from May – May 11, 2016, after the application was sent through Entergy’s Verification Department on May The power should have been connected by May 9, ETI sincerely apologizes for the inconvenience and regrets that the customer experienced this type of customer serviceThe $connection fee and $deposit have been waivedWe appreciate the customer providing ETI with this information and giving the CSS the opportunity to investigate and take necessary action to address this situationThe customer may contact the CSS on her direct phone number if there any additional questions or concerns

Entergy Texas Inc(ETI) Customer Service Specialist (CSS) received the Revdex.com complaint on June 20, After the CSS investigated, she found that the ETI customer contacted ETI for a temporary disconnect to evict her roommateThe service was disconnected on June 15, The customer also asked that a code word be added to her account to eliminate her roommate from calling in to place service in the customer’s name without authorization The customer called back on June to permanently disconnect her powerWhen the ETI Field Tech went to the location on June 16, he found the meter seal intact and the meter disconnected since June There was no evidence of tamperingThe customer contacted Entergy to re-apply for the service at the same location on June 20, 2016, and the agent confirmed the June connection date The CSS contacted the customer to discuss the complaint on June 20, The customer said she needed her service back on as soon as possible and said that the Entergy agents failed to see the code word that she asked to be placed on the accountThe customer also said she did not want to be responsible for any tampering charges The CSS explained that an eviction is not an ETI responsibility and should be handled by the proper authorities, since this was an issue between the customer, her landlord and the customer’s roommateThe CSS also explained that code words are placed on an account to assist but could not guarantee an order would not be placed by another occupant, since ETI cannot deny service to any customer or applicant at a disconnected location No additional orders were placed at this location and the CSS advised the customer that the Field Tech did not find evidence of tampering on June Since the customer expressed a need to have power restored immediately, the CSS was able to move the service connection date to June The customer indicated that she was satisfied with the investigation and that the power would be turned back on at an earlier dateThe power was restored on June 21, 2016, at 10:11am

A review of Entergy’s outage reporting system for your location from 1/1/through 5/31/found one outage for the Beaumont locationThis power outage occurred on 5/14/beginning 8:a.mand was restored at 12:p.m (approximately hours, minutes) The outage was caused by high winds in the area which caused the overhead wire to burn and fall to the ground A crew was called to the area and repaired the downed wire at 9:18am Additional repairs were made and power was restored at your location at 12:p.m There were no reported damages to the transformer There were several outages at the Pt Arthur location in These outages were caused by equipment failure on 4/17, a bad transformer that was changed out on 4/18, and lightning on 5/and 5/Since you also experienced damages from an outage in Port Arthur, I have sent your request to Entergy’s Claims department for further review and to determine if Entergy’s negligence caused the damage Entergy strives to provide steady and reliable electric service and apologizes for any inconvenience these outages may have caused Please contact Entergy’s Call Center for any future outages or emergencies at 1-800-9-outageThe Center is open hours a day, days a weekIf you have any additional questions you may contact Entergy Texas IncCustomer Service Specialist directly

Revdex.com: I spoke with [redacted] Dand she was very nice and helpfulWent through the complaint and was able to wave the depositWish I was able to speak with her first, very helpfulIssue resolved Sincerely, [redacted]

Ms [redacted] , Thank you for bringing your concerns to our attentionThe information regarding your damage claim was sent to my manager for review After further review, Mr [redacted] found Entergy not at fault I have attached the letter from Entergy President [redacted] and Mr [redacted] ’s investigation Please feel free to contact me or Mr [redacted] if you have any further questionsSincerely,S [redacted] ***| Customer Service SupportEntergy TexasInc.| P.OBox 2951, T-EP-13, Beaumont, TX [redacted] | T: | F: [redacted]

Entergy Texas Inc. (ETI) Customer Service Specialist (CSS) investigated and found that the $613.50 is returned after 30 days from the turn off date. The account was turned on 6/12 and the customer will receive this refund by mail. The CSS has contacted Entergy's Credit department to expedite... the check, and should be printed this week. If the customer has any further questions he may contact the CSS directly at [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID 12294779, and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: I am rejecting this response because: LIES she never called me I called her times last week to disucss and asked for an extension I never heard from her I am still paying for service I never received Sincerely, [redacted]