ComplaintsforEntergy Arkansas, LLC

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My power keeps going out, it happens roughly every two to three days. Entergy only comes out after 8am, and of course this happens after midnight, and stays off for hours. I've reported this several times, they are aware of the problem. Entergy have hooked up equipment to my house, determined the problem is on their end. I would like for Entergy to fix the problem, in the line or transformer, it's cold here, this is frustrating and shouldn't have taken weeks to get to get to. At least I don't think so.

  Business response

  12/12/2023

  Mechelle, thank you for reaching out regarding your concern. Our records indicate that on yesterday around 10:30 p.m. this issue has been resolved. If you are still experiencing the same issues, please contact our Emergency Outage department at *************** 

  Sincerely,

  Customer Service Support

  Entergy AR, LLC. 

• Initial Complaint

  11/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved into this apartment on September 11th, 2023. I started an account with Entergy since they are the only electric providers. Upon attempting to start this account, I talked to 2 different service reps, one of whom said I had to pay a $200 deposit and the other said they could not find the apartment address. I finally created an account online that did not charge the deposit fee and was required to put in a different street address than what Maps had listed; the power came on so I thought it was fine. October 11th came and I received my first bill and proceeded to use the bank account payment process and turned all notifications on. I was notified (November 10th) AFTER downloading the app that Entergy never took the money out of my account and charged me a fee for "refunded payment". I called MULTIPLE customer service lines, all of whom had no idea how to help. They admitted I should have been notified when my payment did not go through even though I received a payment confirmation in my email. I called my bank to ask if any charges were denied and they said there was no evidence Entergy ever tried to take any funds out of my account- they even checked with the fraud department. So I tried to pay the (new) $113 (October and November) bill by paying $74.12 (something around there) since I was upset about the added $30 fee. I once again did not receive a notification that it was refunded and upon logging in TODAY saw that it says partial payment is late. I did, a few days ago, pay the remaining balance of $39.05(roughly) with a different bank account which went through. Now I have at least a $60 outstanding balance on my account which also has not been posted yet, due to fees. I do not understand how it is fair that I am 1. not being notified when payments adjust and 2. being charged fees for a problem I did not cause (or my bank did not cause). I want to have both "refunded" fees taken off my account along with some clarification as to why this is happening.

  Business response

  11/21/2023

  ******, we appreciate you reaching regarding your account. After investigating, we have found that the payments of $39.42 processed on October 13th and $74.84 processed on November 11th are coded with return reason "NO ACCOUNT. When this occurs, it means that the correct routing number for the bank was entered, but the incorrect bank account number was entered. Payment processing systems are not able to verify your individual bank account number, only that the bank routing number is accurate. The financial institution charges a $30 return check fee, and that fee is billed to the customer. 

  We understand that accidents happen and as a courtesy have waived one of the return check fees. Your current balance is $35.42 which includes one return check fee billed by the bank and $5.42 remaining balance of bill due December 15th. Bill due November 15th $39.42 and bill due December 15th $44.47 total amount due $83.89. Payments received $39.05 November 13th and $44.47 December 15th. 

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

  Sincerely, 

  Customer Service Support

  Entergy AR, LLC. 

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently moved into new apartment October 31, 2023. Upon moving in I have to set up electric and water. I called electric and they stated that I owed a balance of 700 plus dollars. I explained to rep that I filed dispute for that and sent in two years ago. Company never asked me for additional information during that time. Rep stated that she will send another one because she didn’t see previous dispute. They turned of off power on November 9th 2023 stating that I need to pay fraudulent amount first and then I continue services. I talked to a female rep who transferred me to *****. The reps at this company have a hard time giving their name so I could properly file complaint. I asked ***** to show me what address the fraud amount came from and he couldn’t provide me that info. He kept repeating that I have to pay 700 before they did dispute. While talking found out they sent new fraud paperwork to wrong address. I explained to him I need power back on because I have kids that will go without power. He stated he couldn’t do anything.

  Business response

  11/13/2023

  Timothy, our records show that you spoke with one of our Customer Service Specialist, and they were able to resolve your issue and provide you with information regarding the outstanding balance as well as extending the courtesy of connecting service. The outstanding balance of $713.74 was transferred to your new account number ********* and a twelve-month installment plan has been created. The installment plan is $59.90 per month for eleven months and 60.06 for the twelfth month. You will be ineligible for any additional arrangements until the instalment plan is paid in full. Your first month's bill will include the deposit $240 plus the first month's bill and the first installment of $59.90. If this information is correct, then no further action from you is required. If this information is not correct, please contact our Customer Care Center at ************** Monday through Friday 8 a.m. to 5p.m.

  Sincerely,

  Customer Service Support

  Entergy AR, LLC. 

• Initial Complaint

  10/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Entergy is completely incompetent. I put my house up for sale and closed my account July 15, 2023. I paid my final bill in August. I have received a bill every month since then trying to get me to pay over $300 for an electric bill for a house I am don't own. There is something nefarious going on here because the new landlords are getting billed too. I have to keep calling them waiting on the phone for at least an hour for the agent to figure out what is going on. Unfortunately, the agents on the phone are getting a bad reputation when it is the upper leaders that are involved in something. Every time I call which has been 3-4 times now their policy is to not allow me to speak with a supervisor. You have to have a go between in order to get in contact with the supervisor. Bad business all around.

  Business response

  10/23/2023

  Ida, thank you for reaching out regarding your concerns. Can you please provide the account number and service address of the location. Once we have this information, we will be able to investigate and provide you with an update. 

  Sincerely, 

  Customer Service Support

  Entergy AR, LLC. 

  Customer response

  10/23/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and was recently on the phone with an agent for the third time.  They have removed the bill and no further action is required unless I get another illegitimate charge.
  
  Sincerely,
  
  Ida *****

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been contacting Entergy since 10/4/2023. We just rented a house and called to have service connected. I had an old bill from 3 years ago; I repeatedly tried to pay. They kept saying they would add to our first bill. We called 4 times to make sure it was set to be turn on. Then all of a sudden they said there is a hold for the old bill; so we went to Kroger and paid the $106.00 bill. Then we called to let them know we paid. We were then told we need a permit from the City of Batesville before we can get service. They gave me the City of Batesville phone number for the permit and I called them and they said I do not need a permit. Entergy kept saying the city has to send them verification we don't need one. The city of Batesville said that is not true at all. They have nothing to do with it because we are outside city limits. Between my husband and I we have been calling for 3 days over and over and we are told a different thing every time. It is beyond frustrating. We have to move out on Saturday of our other house. We have kids and pets and no solution in sight with Entergy. Nobody will help us! I finally looked at the map online it says its on hold until April 2024! This has been extremly stresfull , please help us! Thank you

  Business response

  10/06/2023

  ********, thank you for reaching out regarding new service. Our records indicate that service connection was completed under your name today October 6th at 9:34 a.m. If service is not active in your home, please check your inside and outside breakers and ensure that they are in the "ON" position. If service is still not active, please contact our Customer Care Center at 1-800-******** as soon as possible. 

  Sincerely,

  Customer Service Support

  Entergy AR, LLC. 

  Customer response

  10/11/2023

  
  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,
  
  Jennifer ******

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We requested to transfer service in our name on 09/21 and were told there was a hold on our account that required verification. The representative said someone should be calling us within two business days. I asked if we would experience any disconnection during this time and was advised that we should now. We never heard from anyone. THREE business days later (09/26), Entergy cut off service to our home. Of course, we did not find out the service was cut off until after picking kids up from school, which left about an hour left in the business day. After nearly an hour phone call, and speaking with a supervisor, I was told that there is nothing that can be done until the verification team calls, which could be up to FIVE business days, FIVE! The supervisor also let me know that both the previous representatives I spoke with would receive coaching on the timeframe they tell customers. The supervisor also gave no appropriate answer to what customers should do about keeping their service connected while transferring the name (the previous owners were family who are now deceased and they consistently paid their bill on time each month). We are now without power until we receive a call, which is left to the verification team to determine when they do so. We will endure the heat, cold showers, loss of all groceries just bought, and not be able to appropriately get ready for school or work. This should/could have been handled differently by Entergy.

  Business response

  10/17/2023

  Anna, we have made several attempts to reach however our calls have not been successful. Your application for service is still currently on hold. If service is still needed at this location, 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

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called got a account set up the day before labor day I have been ran around lied to over and over on way my lights have not been turned on I was told on 9/25 they would be on by the end of the business working day all day never happened this is after paying 646.14 to them and still no lights I called all morning and been lied to again now it's hanging up on me sending me to different dept's lies again acct *********

  Business response

  10/02/2023

  ******, thank you for contacting us regarding your install. Our records indicate that tampering was confirmed at the location. Currently, your account is on hold pending a permit by the city. We apologize for any inconvenience this may cause you and your family. Once your permit has been received, your order for service will be scheduled within two business days. 

  If you have any additional questions regarding your installation or permit process, please do not hesitate to contact or Customer Care Center at 1-************ Monday through Friday, 8 a.m. to 5 p.m. 

  Sincerely, 

  Customer Service Support 

  Customer response

  10/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  Nelson ********

• Initial Complaint

  09/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid a $200 deposit that was required to start my service. ( account # *********) .This deposit was due to be refunded when I terminated my services in April 2021. I called them for the 1st time to inquire about my refund and was told they mailed a check on 5/11/22 for $178.11. They told me to check back in 3 weeks, this would give them time to check to see if it was cashed. I called back in 7/23/22 and every 6 weeks thereafter. Each time I was given conflicting information. 1) they mailed it to the wrong address, so give them 6 more weeks. 2) after giving correct address, they said they weren't sure what happened, will mail another check, so give it 6 more weeks. The last time I called was on 8/3/23 and was told once again, sorry but we will mail another check so give it 6 weeks. It is now 9/22/23 and I still haven't received my refund. It has now been more than two years of nothing but flimsy excuses and deflection with no resolution in sight. This situation is totally unacceptable. There is no logical reason why I haven't had my deposit refunded. I'm not seeking charity I simply am asking Entergy to conduct themselves in an ethical and professional manner. Your immediate attention to this matter would be greatly appreciated. Thank you.

  Business response

  09/25/2023

  Please void check numbers ******** amount $0.16 and ******** $178.11 and reissue mailing address verified

   

  Thanks *******

  Customer response

  09/26/2023

  
  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,
  
  Joshua *********

• Initial Complaint

  09/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted Entergy about getting electricity service to my house at *** S ********* St ******, AR ***** in August of 2022. The meter was installed, without being active. I've made several attempts to Entergy to get my power turned on throughout the course of approximately a year (8-2022 -8-2023) all to no avail until about 8-26-2023. Through several phone complaints to different representatives with the company I was told that the power source was active proved to be inaccurate. I've hired an electrician on several occasions to come out to check my electrical source, and each time I was told by the electrician that there was not any power going through the meter. This has happened on several occasions throughout the course of about a year. On about 8-26-2023 after speaking with another representative from Entergy and pleading with them to PLEASE send someone out to check this issue while the electrician is here so that maybe they both can find the problem, whether it be my side of the meter or Entergy's side of the meter. Entergy sent a linesman out to check the power source and found that the meter was never turned on from the company. The linesman contacted 2 Entergy representatives via phone and informed them that the meter was off and as he was speaking with the second representative, that representative was able to energize the meter from the office. I was told that I would be refunded for the money the spent for not having service due to an error on their part. I made a follow up call to check the status of the refund and I was told that I wouldn't be refunded because my account was active even there wasn't any kilowatts used . My question to them was how could any kilowatts be used if the meter was never turned on by them?" I am seeking your assistance to help me recover the money that I spent for services that I wasn't afforded when I opened the account with them. I am seeking approx. $153 for account#********* Thanking you in advance for your assistance

  Business response

  09/25/2023

  ****, thank you for reaching out regarding your concerns. After investigating your account, we have found the following. Your account has already been updated, starting service effective August 19th, 2023. Payments received on this account total $372.20 minus the deposit of $220, and the first month's bill, leaves a credit balance of $137.82. We appreciate your patience as we worked to make the necessary updates. If you have any additional questions, please 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. 

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the 3rd property energy has kept us out of power. They have been rescheduling the service calls to connect power for nearly 2 months and refuse to give us any updates. All permits and requirements by the city were met weeks ago it's a simple matter of a work order to connect the meter to power that entergy is refusing to do. They are keeping a 12,000 sq foot building without out power for no reason whatsoever. They are simply neglecting their responsibilities and forcing us to lose business as a result.

  Business response

  09/15/2023

  ******, thank you for reaching out regarding services. Our records indicate service at *** ********* has been active since 2007. If your inquiry is concerning a different location, please provide the address or account number so that we may investigate further. If you have additional questions regarding this account or others, 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. 

  Customer response

  09/15/2023

  
  Complaint: ********
  
  I am rejecting this response because: the complaint is for gross negligence by entergy
  
  Sincerely,
  
  Baha’a ******

  Business response

  09/20/2023

  Baha'a, our records indicate that you are working directly with one of our specialists through the Arkansas Public Service Commission to resolve your concern. We will monitor your account for resolution. If you have any additional questions, please reach out to your investigator at the Arkansas Public Service Commission as they are currently mediating your concern.

   

  Sincerely, 

  Customer Service Support

  Entergy Arkansas, LLC. 

   

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