ComplaintsforEntergy Arkansas, LLC

• Initial Complaint

  03/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I manage ******** ******* **********. We participate in the ATO program. When residents move in, they have to get the account in their name. Most often, the account switches with no disruption however many times, the power is shut off for verification for several days. This has almost always been for our foreign residents. I'm assuming it's because most of the time they either have a new ssn or in some cases don't have one and so the verification takes longer. However, if that is the case, why do they shut the power off until they are approved? Why can't it remain in our name until the switch like with every other apartment? Currently, Apartment #41 has been without power for three days. The residents and the office staff have called both Entergy and the Public Service Commission trying to get help with this. However, we are told "You have to wait for the verification process". We have asked if in the mean time, they can keep the power in our name so they are not without power. Entergy says no due to the pending work order. It doesn't seem right for these residents to suffer like this. They have lost their food from their fridge, have no heat/ac and are in general very uncomfortable. We are sick of this happening. We want their power to be turned on immediately and for someone from Entergy to help us prevent this from happening to future residents. This has happened probably about 5 times in the past 12 months. Why does the power have to be shut off during verification? That doesn't make any sense.. Please resolve. Thank you.

  Business response

  03/25/2024

  *****, thank you for reaching out with questions regarding our Automatic Turn On (ATO) program. This program is designed to turn service on in an apartment/landlord’s name when a tenant moves out and requests to have service disconnected. The program keeps service active so that the property owner may clean and show the property without interruption in service. To protect the apartment/landlord who will be responsible for the bill, we do not automatically place service in their name if power has been disconnected for non-payment or a new applicant has applied for service, and we are not able to authenticate the applicant.
  
  The current location, apartment 41, was disconnected for non-payment on March 20th, and would not be subject to turn on based on the ATO program guidelines. Immediately after disconnection a new application for service was made. The new applicant’s application has been placed on hold pending further review by our verification department. This is standard practice when a location has been disconnected for non-payment. If you would like to be responsible for the bill while our verification department is obtaining additional information, please contact our Customer Care Center at **************, upon your request/approval we will be more than happy to establish service for you. Please note, the apartment/landlord will be billed for all usage and held responsible for all balances and collection of any balances from your tenant that is accrued during this timeframe, if you assume responsibility. This would be a civil matter between you, as the apartment complex manager, and tenant.

  Sincerely,

  Customer Service Support

  Entergy AR, LLC. 

  Business response

  03/26/2024

  *****, we did not receive a request to discontinue service at this location prior to service being disconnected for non-payment. To receive a copy of the bill you must be listed as the primary account holder or an authorized user on the account, at this time our records do not show that you are, and we are unable to provide a copy of the bill to you. We appreciate your understanding the need to protect the privacy of our customers. If you have any additional questions, please do not hesitate to contact our Customer Care Center at ************** Monday through Friday, 8 a.m. to 5 p.m.

  Sincerely,

  Customer Service Support

  Entergy AR, LLC. 

  Customer response

  04/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Trying to pay off DPA with ENTERGY and keep getting no viable reason as to what is going on with payment. Have called 4 times in 10 days. Either told they would put in another request or that I can't pay off early. 12 years with this company and it's the first time this has happened.

  Business response

  02/20/2024

  ****, thank you for reaching out regarding your concerns. After reviewing your account, we have found that your payment has applied to your previous installment plan. A new four-month installment plan was established on February 16th, three payments of $85.81 and a final payment of $85.84, that will begin with your next month billing due date. Your bill plus the installment plan amount will be due by the billing due date monthly until paid in full. If this information is accurate nothing additional is required; if this is inaccurate, please contact our Customer Care Center at 1-************ Monday through Friday, 8 a.m. to 5 p.m. and speak with one of our representatives.

  Sincerely,

  Customer Service Support

  Entergy AR, LLC. 

• Initial Complaint

  02/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My electric bill has been increasing very rapidly in the past months. Normally my bill hovers around $300-$350, which is still much too high for a household of two, but last month it was suddenly a little over $400 because of some ridiculous extra taxes and charges, and this month the bill is now over $500! This is insanely high and just completely ridiculous. I’m not doing anything different than I have been, in fact I’ve been taking great care to use LESS electricity than I have been, only for the bill to go up anyways! I will NOT stand for this nonsense!

  Business response

  02/19/2024

  Corey, we understand your concern regarding your recent billing cycle. We would like to review your account and provide you with any information that we can. Please provide us with your account number and service location address. Once we have completed our investigation, we will reach back out to you with our findings. 

  Sincerely, 

  Customer Service Support

  Entergy AR, LLC. 

• Initial Complaint

  02/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 1-30-24 I received a light bill that is more than double the usual rate. When I contacted Entergy, their response was basically giving me a tutorial on how to heat my home. They told me that my reading was correct and that something was wrong with my home and not their meter. As they tried to prove this, they went on the computer and told me that out of the last three days, today was the most juice pulled even though I was at work all day and my heating and AC unit were not on at the today because of the warm weather. I have been at this residence for over a decade and I have never had a bill like this before and they seemingly could care less.

  Business response

  02/06/2024

  ******** after reviewing your account we found the following. The current reading as of today February 6, 2024, is 68086 which aligns with the previous reading obtained January 26, 2024, of 67190. This usage is for the billing cycle from December 26th, 2023, through January 26th, 2024, and includes 7 consecutive days that temperatures reached single digits with highs not above freezing. All heating systems work to heat the home, even when the thermostat setting is not changed the system must continue to work to keep the home at the temperature set for inside when the temperature outside changes. For example, the recommended thermostat setting is 68, during the 7-day winter event the high was 36 degrees outside the system works to keep up a 32-degree difference vs the low of 5 degrees outside, the system works to keep up a 63-degree difference. Keep in mind a system will work much harder to reach the desired set temperature if it has been off for a significant amount of time. 
  An investigation of your per day usage shows that on days where the weather was much colder you used on average 163.2 kWh per day vs the current, mild to moderate weather your average usage is about 55 kWh per day.
  

  We understand that higher utility bills can cause financial hardship, and we offer several programs and options to help. Billing programs such as levelized billing, that average monthly bills throughout the year, so bills remain around the same amount, depending on the actual kilowatt (kWh) usage. Payment options such as extensions, can extend the billing due date and installment plans, which can divide past unpaid balances into smaller payments monthly.
  

  Our MyEntergy app can be downloaded from the Google or Apple Store. The app can give hourly usage and an estimated monthly bill projection to help prepare for the upcoming billing cycle. Additional information can be found on our website at www.entergy.com including energy-saving tips and calculators. If you have any additional questions regarding this account, please do not hesitate to contact our Customer Care Center at 1- ************ Monday through Friday, 8 a.m. to 5 p.m., for personal assistance.

  
  Sincerely,
  Customer Service Support
  Entergy AR, LLC.

  
  

  Business response

  02/07/2024

  ********, the billing cycle for the current monthly statement is from December 26th, 2023, through January 26th, 2024. The low on January 13th, 2024, was 23 degrees the next seven consecutive days were all below freezing. Weather began to break on Monday January 22nd with a daytime high of 40 degrees, but the nighttime low was 29 degrees. To stop any electrical usage at your home, you would need to shut the power off at the main breaker, otherwise you will still consume usage from anything that is plugged in. Such as a refrigerator, freezer, clock, computer, tv, gaming system etc. All heating/cooling systems work to keep the home at the set temperature, even when you’re not home. The system must continue to work to keep the home at the temperature set for inside as the temperature outside changes.
  
  Our MyEntergy app can be downloaded from the Google or Apple Store. The app can help you track your usage and can provide hourly updates as well as estimated monthly bill projections to help prepare for the upcoming billing cycle. Additional information can be found on our website at www.entergy.com including energy-saving tips and calculators. If you have any additional questions regarding this account, please do not hesitate to contact our Customer Care Center at 1- ************ Monday through Friday, 8 a.m. to 5 p.m., for personal assistance.

  Sincerely,

  Customer Service Support

  Entergy AR, LLC. 

  Customer response

  02/07/2024

  
  Complaint: ********
  
  I am rejecting this response because: despite your numerous reasons that you continue to use, it still does not justify the amount of this bill compared to all bills that I’ve had from you for over a decade. There’s been numerous freezing days and weeks during this time and my bill has never been this high. Since you’re doing weather checks, I’m sure you will find in your records within the last 10 years that we’ve had way worse weather conditions than we did last month. And if that is the case, then it still doesn’t justify why I’m the only one in my vicinity of neighbors that has is outrageous bill.
  
  Sincerely,
  
  Franklin *****

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spoke to someone on Jan. 3rd and advised that CADC would be helping me to pay my utility bill as I was having health issues and needed help. I asked that my lights not get disconnected until I had an answer from that service on getting help or not especially since we are in the middle of winter and I have my disabled grandson living in my home. The guy assured me that my lights would NOT be shut off and I woke up this morning to a freezing cold home and no electricity. When I called today they told me I had to pay 900 and something dollars to have my lights turned back on when I never even recieved a disconnect notice and I had already spoke with someone about this issue. I cannot afford to pay 900 dollars as that is more than I get pension in a month and my grandson needs heat and lights as well as I do. And the winter isnt going away yet. I should not be told that it will not be shut off and not get a notice of shut off for the lights to then be shut off. I dont understand this. I need my electricity back on immediately please.

  Business response

  02/05/2024

  Ada, after reviewing your account we have found the following. Both payments made on January 25th, 2024, $501.00 and $459.00 both returned due to insufficient funds. Your account is subject for disconnection at any time due to the return payments and a minimum payment of $931, is required to stop disconnection. Due to the multiple return payments, all payments must be made by cash, money order, cashier's check or credit/debit card. The return items also make your account ineligible for an extension or installment plan. 

  if you have any additional questions regarding your account, please contact our Customer Care Center at 1-************ Monday through Friday, 8 a.m. to 5 p.m.

  Sincerely,

  Customer Service Support

  Entergy AR, LLC. 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My services were put on a final due to a error of someone else providing the wrong address for services. I was told by phone rep that it was a error on the address in the complex. Now that Entergy gave me a new account number they are requesting a new deposit. I feel this is unfair to me because, that was not my error. I have spoken to 4 different customer service rep and the first rep put in a notice for review to dismiss the charges but, I am still being held responsible for the deposit at this time.

  Business response

  01/24/2024

  ***** thank you for reaching out regarding your account. Our records indicate that the deposit for account ********* has been waived. Your current balance is $262.26 and is due on January 26th, 2024. If you have any additional questions regarding your account, do not hesitate to contact our Customer Care Center at 1-************ Monday through Friday, 8 a.m. to 5 p.m.

  Sincerely 

  Customer Service Support

  Entergy AR, LLC. 

• Initial Complaint

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have had entergy accounts over the last 10 years and had two meters on our current property, one for our new home and the other for our RV. We called them to temporarily pause service on the RV due to repairs needed for it. We got the RV back and called to have the service started again and Entergy added a 250 dollar deposit to that meter which we didn’t ask for it to be shut off and we were longtime customers with an active meter on the same property. We called five different times trying to get the deposit removed and entergy refused to do so. We ended up having to cancel the meter completely due to their lack of customer service and common sense on the deposit. Entergy had an open account and service with us and the deposit was excessive for an account we specifically asked not to be disconnected, just paused for temporary period. This was explained to entergy then and in the five calls since to try and resolve it. We have no other energy options so customer service is not a priority and they charge unnecessary deposit fees despite accounts of ten years in good standing with zero bills to collection or not paid on time.

  Business response

  01/22/2024

  ******** thank you for reaching out regarding the standard deposit billed. After investigating your account, we have found the following. On May 15th, 2023, Mr. ***** contacted our Customer Care Center. During that call, Mr.  ***** requested to have service disconnected, stating that it was being used for an RV while the home was being built, and that he had moved in and needed to disconnect that meter. Mr. ***** also provided the address and the account number to verify that the correct meter was disconnected. At the end of that call the representative advised that the work order was scheduled for May 17th to remove the meter and the service line.
  
  To waive a deposit, you must have service for 12 consecutive months with no more than 2 late payments. Our records indicate six late payments within the last 12 months, resulting in a standard deposit of $240 being assessed. A 4-month installment plan has been established on your account which includes the deposit and the first month’s bill, 3 installments in the amount of $67.13 and a final installment in the amount of $67.14. Your bill plus the installment plan amount will be due by the billing due date monthly beginning with the next billing cycle until the installment plan is paid in full. You can pay the installment off in full at any time, please contact our Customer Care center to ensure that your payment is allocated accordingly.
  
  If you have any additional questions regarding your account, please do not hesitate to contact our Customer Care Center at 1-************ Monday through Friday, 8 a.m. to 5 p.m.
  
  Sincerely,
  
  Customer Service Support
  Entergy AR, LLC.  

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good morning, I hope you’re all well. Entergy knows they have suffered a hacking issue by Black Stampede. I was called through Entergy and scammed out of 207 and change! I contacted Entergy and they said they’re aware of the hack and some of their customers getting ripped off due to it but they refuse to give me the money, even part of it, or give me credit for it on the next bills or anything. Since their negligence led to the hack and they know about it, they should cover this loss of my money. I work part time in retail. I live paycheck to paycheck and cannot afford this. Thank you for any help you can give me in this issue. Have a good day and take care.

  Business response

  01/08/2024

  *******, thank you for reaching out. If you are able to provide your account number, we will be more than happy to investigate your account. Also, please provide any additional supporting documentation you may have, such as a bank statement or letter from your financial institution. We look forward to hearing from you.

   

  Sincerely,

  Customer Service Support 

  Entergy AR, LLC. 

• Initial Complaint

  12/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had electrical problems with Entergy for a couple of years. My power has fluctuated and/or completely gone out on occasions for that past 3 years. These outages happen even when the weather is nice. I've had my breaker box & home wiring checked twice by Mr. Sparky & they found no issues. One of Entergy's service guys was working on the pole around 12-21-2023 but it seems they made things worse. My latest outage started at 4PM on 12-24-2023 & as of 3PM 12-25-2023 & 4 delay messages later, my issue is STILL not resolved. The only relief that I have is that the backup generator is keeping the power going. What ever the issue is, it's NOT the wiring in the house. It's some where on their power lines...which probably haven't been upgraded in decades. They need to fix their transmission lines. My power shouldn't go out if a humming bird sneezes.

  Business response

  01/04/2024

  *********, thank you for reaching out regarding your service concerns. We did have our line supervisor for the area do a complete inspection. We did find two connections that needed to be resecured and grounded, and that work has been completed. Currently we show excellent power supply to you and the surrounding areas. Our goal is to supply continuous, uninterruptable power however there are times when this is beyond our control; in those situations, we will continue to work as safely and as quickly as possible to repair and restore service. If you experience any other issues with your service, please do not hesitate to contact our emergency line at 1-800-9OUTAGE, this line is answered 24hrs a day, 7 days a week. 

  Sincerely,

  Customer Service Support

  Entergy AR, LLC. 

• Initial Complaint

  12/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid my light **** and the phone number I use was ************. A young man came on the phone?****** ************ is the number he gave me and then he gave me a confirmation number, *************. I paid him December 1, 2023 $92.06 not ENERGY? comes back and say I need to pay it again so I have paid $96.06 twice this is not right And when I called the number?****** hung up in my face so I need to know why I used to call this number and get it paid and now the woman say they don’t do that anymore from ENERGY? so I need my and $92.06 back I live on a income I’m a retired person and it’s not right that this is happened and then they just brush me off and hang up the phone. I need some help. This is why I’m coming to you.

  Business response

  12/18/2023

  ******, we tried reaching you by phone and were unsuccessful. After investigating the information provided, we have determined that you may have been involved in a possible scam. The two vendors authorized to take Entergy payments by phone are **** ****** at 1-800-584-1241 and Speed pay at 1-888-822-0553. Depending on the information you provided to the person over the phone, we strongly encourage you to contact your Financial Institution or Credit Card company to strategize a plan to prevent any additional issues. We understand dealing with these types of situations especially during the Holiday Season can be overwhelming, and we are here to help. As we believe that this instance occurred due to the fraudulent activity of someone other than yourself, we have waived the $30 return check fee associated with the payment made on December 1st as well as the late payment fee, reducing the current balance due January 2nd, 2024, to $128.98. 

  If you have any additional questions, please do not hesitate to contact our Customer Care Center at 1-800-368-3749 Monday through Friday 8 a.m. to 5 p.m.

  Sincerely,

  Customer Service Support

  Entergy AR, LLC. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩