Entergy

Entergy Texas Inc. (ETI) Customer Service Specialist (CSS) investigated the complaint and attempted to contact the customer on April 13 and April 17. The CSS left her name, direct phone number and a detailed message.   After investigating, the CSS found no fraudulent activity. The process for...

adding a spouse/roommate and their identification begins with a customer request. Entergy has no indication when the roommate is no longer valid unless informed by the Entergy customer.  In this case, this relationship was added some years ago by the customer and the relationship transferred with the customer when she moved into several locations. The debt remained unpaid and Entergy did not pursue collection for this debt.  When Entergy moved into a new Customer Care System in February 2017, the system matched the customer roommate’s identification to the identification on a delinquent unpaid $284.15 balance and automatically transferred the debt.   On April 10, the $284.15 balance was removed from the customer’s account after finding that the listed roommate was no longer associated with the customer or the customer’s account. The roommate has also been removed from the customer’s account. The customer may contact Entergy CSS on her direct number for any additional questions or concerns.

Entergy Texas Inc. (ETI) Customer Service Specialist (CSS) received the complaint, investigated and contacted the customer. The 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 scope. The meter at this location was estimated in July when the customer’s vines had grown around the meter and partially hindered the scoped reading. On September 23, ETI found the vines hindering the dials to the far left side and a letter was mailed to request the vegetation removal. On October 7, the meter was scoped without any difficulty since the vines had been removed or sprayed. This reading had advanced since the last monthly read, billing the customer 7313 kWh usage for the October billing period. The 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 26 and the reading had progressed since the last monthly reading from 75064 on October 7 to 76912. On October 28, Entergy mailed a letter to the customer to advising that the billing was correct and an adjustment was not warranted. The CSS contacted the customer on October 31 to explain the reason for meter reading issues. Because the meter may have been under-read in the prior month, an extended 3 month payment arrangement was offered on the customer’s remaining $300.61 balance. The customer refused and a meter test was scheduled to validate the meter accuracy. The meter will be tested on November 7. Since the reading is correct and the customer has been billed correctly, a billing adjustment is not warranted at this time.

Entergy contacted the customer on 7/6 and 7/11 to explain the reason for the delay. The customer processed the transfer of service on 6/23/17.  The required permit hold was released by the City of Port Arthur on 6/30/17. The order was scheduled on 7/5 to install the meter. In 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 pole. The service was rescheduled to a larger bucket truck and the power was turned on 7/6.  Under Entergy's Terms and Conditions, Entergy is committed to turn on power within 7 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 normal 3 day commitment. In this case, the power was turned on 6 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) received the complaint and contacted this consumer on April 20, 2015. She apologized for the delay in processing the paperwork and the investigation which can take 12 business days or longer on identity theft cases. ETI received the...

consumer’s fraud packet on 04/02/15 and 04/07/15 for two of the three accounts opened in the consumer’s name. On April 20, 2015, Entergy Credit Department contacted the three Major Credit Reporting Agencies to have the derogatory removed from the consumer’s credit file. The consumer was sent an electronic letter on April 20, 2015, to acknowledge he/she was not responsible for the accounts opened in his/her name and that Entergy submitted a request to remove these debts placed on their credit report. The consumer thanked the CSS for her investigation and response and said he/she was satisfied with the outcome. The CSS gave the consumer her direct phone number in the event he/she would like to contact her with any additional questions or concerns. 
 
ETI  apologizes for the oversight when a notation was not placed on the consumer’s fraudulent account to acknowledge Entergy had received the necessary paperwork and was processing the request. ETI also wants to thank the consumer for their cooperation to complete this investigation.

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 Revdex.com complaint on June 20, 2016. After the CSS investigated, she found that the ETI customer had been billed the $150 deposit on May 5, 2016, after ETI initially waived the deposit on May 4.  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 deposit. Although 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 location. The existing customer was disconnected on May 3, 2016, and the complainant re-applied for service on this same day. The customer remained without power from May 3 – May 11, 2016, after the application was sent through Entergy’s Verification Department on May 4.  The power should have been connected by May 9, 2016. ETI sincerely apologizes for the inconvenience and regrets that the customer experienced this type of customer service. The $20 connection fee and $150 deposit have been waived. We appreciate the customer providing ETI with this information and giving the CSS the opportunity to investigate and take necessary action to address this situation. The customer may contact the CSS on her direct phone number if there any additional questions or concerns.

Complaint: 10614538I am rejecting this response because:
I will call your office today to discuss how to resolve this. I 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 improved. I 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?" questions. I 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 on. And its not my communication methods or innability to communicate effectively. This 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 wrong. You 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) received the Revdex.com complaint on June 20, 2016. After the CSS investigated, she found that the ETI customer contacted ETI for a temporary disconnect to evict her roommate. The service was disconnected on June 15, 2016. 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 16 to permanently disconnect her power. When the ETI Field Tech went to the location on June 16, he found the meter seal intact and the meter disconnected since June 15.  There was no evidence of tampering. The customer contacted Entergy to re-apply for the service at the same location on June 20, 2016, and the agent confirmed the June 22 connection date.   The CSS contacted the customer to discuss the complaint on June 20, 2016. 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 account. The 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 roommate. The 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 16. Since the customer expressed a need to have power restored immediately, the CSS was able to move the service connection date to June 21. The customer indicated that she was satisfied with the investigation and that the power would be turned back on at an earlier date. The power was restored on June 21, 2016, at 10:11am.

Ms. [redacted], Thank you for bringing your concerns to our attention. The 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 questions. Sincerely,S[redacted]| Customer Service SupportEntergy Texas. Inc.| P.O. Box 2951, T-EP-13, Beaumont, TX 77704[redacted] | T: 866.981.2602 | F: [redacted]

Entergy Texas Inc. (ETI) Customer Service Specialist (CSS) received and investigated this complaint. Prior to filing this complaint, the customer contacted Entergy on January 14, 2015, to have the meter reading investigated.  The meter was re-read and the reading had advanced since the last...

reading.  On February 2, 2015, the meter was tested for accuracy at the customer’s request. Meter 9274888 tested within national industry standards at 100.1% on full load and 100.6% on light load. This information verifies the bills are correct. There was usage on the meter during the January, October, November and December 2014 billing periods. The following timeline provides the meter information from September 2014 through February 2015.
Ø  09/03–10/03/14 Billing Period - Meter Reading 15298. Zero usage was measured during this billing period since last monthly reading 15298 on 08/04/14.
Ø  10/03–11/04/14 Billing Period - Meter Reading 15916. The reading had progressed with 618 kWh usage in a 32 day billing period and averaging 19 kWh per day. 
Ø  11/04–12/04/14 Billing Period - Meter Reading 16534. The reading had progressed with 618 kWh usage in a 30 day billing period and averaging 21 kWh per day.
Ø  12/04–01/07/15 Billing Period - Meter Reading 17158. The reading had progressed with 624 kWh usage in a 34 day billing period and averaging 18 kWh per day.
Ø  01/14/15 – Customer contacted Entergy for meter re-read. The ETI Field Tech re-read the meter and the reading had advanced to 17162 on 1/20/15 and indicated the bill was correct.
Ø  01/27/15 – Account was disconnected reading 17162. The customer contacted Entergy with complaint regarding meter accuracy and a meter test was scheduled.
Ø  02/02/15 – ETI Field Metering Department tested meter 9274888. The meter tested well within industry standards at 100.1% on full load and 100.6% on light load. ETI Field Metering verified reading 17162 at the time the meter was tested.
The CSS attempted to contact the customer on the phone number provided in this complaint and the complainant has not responded. When the breakers are off, and no electricity is flowing through the meter, the meter reading will not advance. Usage was measured as it passed through the meter for the months of January, October, November and December 2014. ETI Residential accounts are never billed a late charge. The account was billed a $15.00 disconnect fee on 01/27/15. As a courtesy, ETI will remove this fee leaving an account balance of $220.98. A copy of the customer’s billing history, meter test and bill copies have been provided.

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 choice. And 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 properly. The 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) contacted the customer on April 27 to discuss the complaint.  When a customer changes to a new banking institution or changes accounts, there is a 30 day time lapse before Entergy will draft the monthly bill...

payment.  The customer was unaware that the bill did not draft and that a disconnect notice was mailed.  After reviewing the account and learning that the customer paid the monthly bill and travels extensively, the CSS waived the customer's $340 deposit. The customer's current monthly charges will draft from his bank account on May 10. Entergy appreciates the opportunity to resolve the complaint and looks forward to doing business with the customer for many years to come.

Entergy Texas Inc. (ETI) Customer Service Assistant (CSA) received the complaint and began an investigation June 22, 2015. The customer was contacted and the electric service was turned on this same day. The CSA also asked for an email receipt since Mr. [redacted] said he received confirmation that...

his power would be turned on June 20, 2015. 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 another. The customer requested the electric service connection date of June 20, 2015 at the new location and a turn off date of June 23, 2015 for the customer’s current address. Since ETI will not process a request for turn on or transfer more than 15 days in advance of the move in date, an electronic denial letter was sent to the customer on May 26, 2015 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, 2015. On June 9, 2015, an electronic denial of service was sent to the customer since the location was already active in another customer’s name. ETI 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 into. However, ETI had disconnected the service on June 19, 2015 after the prior customer called to cancel their service. The 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 connected. The 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 company. However, 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 Texas, Inc. (ETI) Customer Service Representative (CSS) contacted the customer in regards to this complaint on July 25.  The CSS reviewed the customer’s electric usage on the account for the dead meter billing and contacted the customer to obtain additional information.  After...

reviewing the information with the customer, the CSS determined that the customer’s estimated usage should be lowered since they have gas heat and water heating at their location.  As a result, the original 5 month back-billed 9,486 usage was cancelled and will be re-billed for 3,688 usage for this same time period. The CSS provided this information to the customer who was satisfied with the adjustment.   Since the customer also stated her $1,000 freezer contents were destroyed and her AC unit sustained damages during a routine replacement of the dead meter. The customer also said that the initial damage claim was denied by one of Entergy’s contractor supervisors after she discovered the freezer was off 2 days after the meter change.  The customer asked for an appeal since she was unable to speak to an Entergy representative and the information was sent to Entergy’s Internal Claims department.  An Internal Claims Specialist contacted the customer after reviewing the claim on July 31, and again denied a payment for this routine meter exchange since Entergy found that they were not at fault.  The customer remains unsatisfied and said she would contact the Entergy’s President.

Complaint: 10614538
I am rejecting this response because:The usage is still inaccurate.I
appreciate you working with me to disregard the fees, etc. I feel this
situation has gotten out of control because your customer service
department is unwilling to take action immediately to solve the problem,
but rather provides standard responses and provides standard response
times for meter readings, which allows another billing cycle to
accumulate and more power to now be "used".However, I have been
disputing the usage of power since day one. No explanation has been
given as to where this power "went". Notice also that the power is
EXACTLY the same for the first two months. To me this indicates an error
in the reading. And it is nearly constant for three months straight.This is a non-residential address at which I am
never there nor do I leave things "on" or running which use this much
power.  I have been treated like I am not smart enough to know that I am
using power, when I question why so much power is showing as being
consumed. I have had this account for four years now and understand my
power usage (which is nearly zero). Nothing has significantly changed in
billing periods in question or since I have owned this property. And
the amount of power rivals what my residence uses in the city with
central air, lights, TV, etc. (600+ versus 900 KwHr!)I would like to even further my point that I have not used this power, because I was out of the country when the power was used. From December 20th thru Jan 9th I was in Europe. The breakers were off the entire time. And for two weeks before that I was preparing for the trip and could not even visit the property. There is no possible way I used this much power. In addition, when the meter was re-read, and had "advanced" I was also not visiting the property. I do not have anyone living there, nor are my neighbors stealing power. I would like to think i'm smart enough to know when power is being used.It
is unreasonable to expect me to pay the bill, then the power restored,
only to find the problem is not there. Then what? I might be issued a
credit for $220+ worth of power, which is $220/$7 = 31.4 months of
power! For the next 3 years I wont have a bill? That seems a bit extreme
of a power usage difference, to go from $7/month to $70/month. For the last four years I have only paid $7 for power. I use the lights in my barn for 4 hours every other weekend, maybe run a drill or a radio for a short time.I will be happy to meet someone out there to turn on my power, then my breakers, and try to find the missing power.
Sincerely,
[redacted]

Complaint: 12243930
I am rejecting this response because: any balance due was taken out of my deposit on the 15th and there was no reason for Entergy to hold my deposit for 30 days plus. I am entitled to interest for the $613 since Entergy pulled the balance due. They due not treat their customers well and the lady that called me yesterday proved that. She was rude and disrespectful. 
Sincerely,
[redacted]

I contacted Ms. [redacted] and explained that we are removing the $11.52 charge and all late fees. We realize that the trace on the money order will cost the customer more than the actual amount of the money order. I asked that in the future if Ms. [redacted] would mail the separate payments/stubs in...

separate envelopes.

Entergy Texas Inc. (ETI) Customer Service Specialist (CSS) contacted the customer December 1, 2015, to discuss this complaint. The customer previously contacted Entergy on November 12 and November 16 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 $15.00 NSF fee. However, 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 fee. The CSS thanked the customer for bringing this to Entergy’s attention and the customer indicated that she was satisfied with the outcome of the investigation. Additionally, the customer has the CSS direct phone number if she has any additional questions or concerns.

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]

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 3672 to 2846 on November 25, 2016. The incorrect...

final bill will be adjusted and an additional refund will be mailed to the customer within 14 days.  ETI apologizes for the final billing error and for the inconvenience this may have caused. The customer may contact Entergy Customer Service at 1-800-368-3749 or the CSS directly for any additional concerns.