ComplaintsforEntergy Louisiana, LLC

• Initial Complaint

  02/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I'm currently in the middle of a divorce, and Entergy allowed my soon-to-be exhusband, who's name is not on the account, to call and cancel my services and have everything switched over into his name. I never received a phone call or email to notify me of the changes. I wasn't made aware of their wreckless actions until my services were cut off and I wasn't able to put them back on because my account was closed! When I called to question them about how this was even legal, the only response I got was "We can't deny anyone services!". This left me feeling extremely confused, because that literally meant they were denying me services!!

  Business response

  03/13/2023

  Business Response /* (1000, 5, 2023/02/28) */ Ms. Price's was force closed by her (ex)husband. Her account was forced closed which means someone had applied for service at the location. The required verification by the person is to provide the name of the current customer or the meter number. After that verification the service was not interrupted the meter was read and the electricity did not go off. The reading on the meter was the current customer's final reading and the new customer's start (move in) readingthis reading took place on 2/20/2023. On 2/22/2023 the move in customer closed his account, and the service was turned off. You cannot close another person's account (turn off) but with the proper information you can force the account closed and assume the responsibility of the service starting with the first reading (2/20/2023) Once the account was in his name, he could close the account. This caused the service to be off from 2/20/2023 until 2/23/2023. On 2/23/2023 a new account was activated in the same name, presumably the (ex)husband. The account is still active and there is no request to close the current account. Three attempts were made to explain our process to Ms. *****, and there were no answers, and the Entergy contact information was left each time on the voicemail message system.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Got my lights turned back on December 22, 2022 had to pay $330 got new account number. Got first bill in January it should have been $270. But it wasn't it was $583. They saying I owe $315 from 2017 account transfer. In 2021 had to pay $800 to get them back on it should have been included in that but it wasn't they want me to pay 7 years later. They never told me that I still had a balance. Then why give me new account number and turn lights bacn on if it was to be paid.

  Business response

  03/10/2023

  Business Response /* (1000, 5, 2023/02/10) */ MADE TWO ATTEMPTS TO CONTACT MS ******* BUT DID NOT RECEIVE AN ANSWER. THE VOICEMAIL BOX IS FULL AND CANNOT ACCEPT MESSAGES.

• Initial Complaint

  01/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had a reduction in income due to Covid and have been billed excessive amounts by Entergy Louisiana with no alternative but to pay or have disconnection. I am a single mother with little income at this time but could pay over time. There is no flexibility as far as payment plans and no help from Customer Service. I believe my bills have been inaccurate since the installation of new meters as well.

  Business response

  01/27/2023

  Business Response /* (1000, 5, 2023/01/10) */ I LEFT A MESSAGE FOR MS ******* AT XXX XXX-XXXX. THERE ARE TERMS AND DEFINITIONS AVAILABLE ON THE MONTHLY STATEMENT WHICH PROVIDE DETAILED EXPLANATIONS FOR CHARGES.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Some workers have been out digging holes in yards on my block and must have hit a power line. Power was out for half the block as of ~2:30pm 11/28. I called to report the outage around 3pm, got an estimated time of 5-5:30 and signed up for notifications. Never received a notification, and calling for status updates resulted in the automated message telling me no outage was reported, and the estimate was pushed out another 2 hours. I called 4 times on 11/28, not once did anyone show up or contact me for any updates. I actually did get a hold of one manager who told me their system wasn't communicating properly between outage reporting and dispatch, and that she was speaking directly with dispatch and they would be out "immediately." This was at roughly 7:20pm 11/28. When I called back at ~10pm, after receiving no updates (again) and seeing nobody come out to fix it, I got a completely different story and the supervisor I talked to was extremely rude and condescending. She tried to justify the constantly-pushed-back estimated times as me not understanding what estimates are. I don't need a service I pay for talking down to me like a child, especially when they seem to have no accountability or communication within their own business. It's now 7:40am on 11/29 and I still have yet to see any workers come out to fix my block's outage, and still have not received any notifications. I called this morning and it's as if it was my first time calling... estimated time of arrival is ~9:30 and the representative I spoke to just kept repeating her script instead of actually getting me help. I'm getting desperate just trying to get my power turned back on but this company is treating me like I'm inconveniencing them and I'm a problem. No, the problem is with their customer service, and I highly doubt any of the people I spoke to would be expecting to be treated this way if their power went out. This is a major problem with the only service I have available for my area.

  Business response

  01/26/2023

  Business Response /* (1000, 9, 2022/12/29) */ I spoke to Mr. ******** who says that the service was restored on 11/30/22 and he has been in communication with the insurance company for his claim regarding the loss of food during the outage. You may close this complaint. Thanks, ******** Robertson Customer Service Support Entergy Louisiana

• Initial Complaint

  11/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We paid approximately 11 dollars for our street light, it's been out more than a year and we continued to get charged from them. We have called them multiple times to come fix it and as they promised, it's never important enough to be their priority to come fix it but they continued to bill us during those time. Now, we got tired of calling, so we canceled the service and asked for a refund, they promised to refund us 12 months maximum. 3 months passed, we are still getting charged for a broken street light and no refund. Very aggravated and dissatisfied with Entergy, wish I can change vendor.

  Business response

  12/08/2022

  Business Response /* (1000, 9, 2022/12/01) */ A service tech repaired this light on 12/1/22. The customer will verify that the light is working tonight and confirm with me in the morning. Also a credit was issued for the light from 2/1/22 to 8/26/22 Consumer Response /* (2000, 11, 2022/12/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  10/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Entergy Account # XXXXXXXXX. Hello, I currently am behind on my Entergy bill due to being between jobs. I have been unemployed and not able to pay the full billed amounts. I did sign up for a 4-6 month payment plan but am still required to pay the previous month's remaining balance to remain current. Entergy did not honor my deferred payment plan. At this point, I would like Entergy to restart the plan for me to catch back up on my overdue bill. I have only been able to receive a one-time $150 credit from the local nonprofit the United Way. I was also led to believe by Entergy that no one was going to be disconnected at this time due to the ongoing energy inflation crisis. I have a baby 6 months old and a wife on disability. Please Help!

  Business response

  11/21/2022

  Business Response /* (1000, 8, 2022/11/09) */ I SPOKE WITH MR ******* AND APOLOGIZED FOR ANY MISCOMMUNICATION REGARDING THE PAYMENT PLAN THAT WAS SET UP ON 9/7/2022. I PROVIDED MY DIRECT CONTACT NUMBER SO THAT MR ******* CAN CONTACT ME DIRECTLY IN THE FUTURE IF HE EXPERIENCES ANY ISSUES. MR ******* THANKED ME FOR FOLLOWING UP WITH HIM.

• Initial Complaint

  09/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I would like Entergy to check my meter. I get notifications of power outages at my home but power is still on. Do I have a faulty meter? My KWH are through the roof and I try to keep AC set at 76 most of the time. I tried calling Entergy this evening to ask about a E00-12 code with a flashing arrow. Agent named Deborah said it's normal. I would like it to be checked out due to me getting outage alerts that are not correct.

  Business response

  11/04/2022

  Business Response /* (1000, 9, 2022/10/14) */ I have spoken with Mrs. *****. The issue is with the house at XXXXX Old ****** *** in *******. I explained to Mrs. ***** that I do not think anything is wrong with her meter, but I will have the meter tested. I also provided the reason why she could be receiving text messages for Outages when her home is not experiencing any. ***** appreciated the follow-up and my interest for her concern. Consumer Response /* (3000, 11, 2022/10/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told someone would come by on Friday to check my meter. No one showed up. Business Response /* (4000, 14, 2022/11/02) */ Mrs. ***** and I have spoken. Mrs. ***** checked her cameras for Friday, October 14, 2022, and did not see anyone. I asked Mrs. ***** to check her camera for Wednesday, October 19, 2022 between 10:30 a.m. and 12:30 p.m., which she did while we remained on the telephone together. The main gain was locked. However, there is a side gate and Mrs. ***** confirmed that she saw the lineman coming onto the property, checking the meter, and then exiting the property. Mrs. ***** went onto state that her daughter was at home, but must have given the dog a bath earlier in the day, which would have prevented the dog from barking as he was relaxing. Mrs. ***** appreciated the follow-up call and the Company checking the meter.

• Initial Complaint

  09/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 31, I closed my account with Entergy for an apartment located at *** ****** St Apt *** ***** ****** LA XXXXX. I paid my final bill in full. After 60 days, I still had not received my $150 deposit return from Entergy; I called Entergy customer service, who assured me it would be resent to my address. After an additional 14 days, I still had not received the check and called again. Entergy customer service assured me they would send it again. It is now over 90 days since my account was closed and I still have not received my return deposit from Entergy. My accounts are all paid in full; please see attached documentation for evidence of negative balance / money owed to me by Entergy at the time of account closing. I've also attached screenshots from Entergy website, showing zero balance owed and security deposit paid.

  Business response

  10/03/2022

  Business Response /* (1000, 5, 2022/09/06) */ LEFT A MESSAGE FOR MR ********** INFORMING THAT I WILL UPDATE HIS MAILING ADDRESS ON THE CLOSED ACCOUNT AND REQUEST THAT THE EXISTING REFUND CHECK BE CANCELLED. ANOTHER REFUND CHECK WILL BE ISSUED AND MAILED TO THE UPDATED ADDRESS.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a power pole on my property that I took over in 2003 after my sister moved off of my property. When I took over the account I requested the security light be removed. The light was removed as requested. I then began working out of the country, so, I paid the bill via the internet. I never paid attention to the individual charges I just paid it. It wasn't until January 2022 bill came in and this particular bill was extremely high considering there was no one living there. Entergy claimed this power pole consumed over 3000 Kw. I argued the charges to no result. The only thing Entergy stated was that they checked my meter and it was working perfectly fine. Along with this complaint I informed them that they were charging for a security light that was removed in 2003. This complaint was originally launched in February 2022. I have called every month since then concerning the security light. The only response I get is that they will contact the lighting department and get the charge removed. What are customers supposed to do when Entergy is the only choice we have for electricity?

  Business response

  10/11/2022

  Business Response /* (1000, 10, 2022/09/16) */ I have spoken with Mrs. ****. I am following up with the Lighting Coordinator to complete the investigation. I should have a response next week.

• Initial Complaint

  07/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been attempting to lower my usage at my residence due to increase in bills. I keep my blinds/curtains closed, turn off and unplug unused appliances, keep air at 73 at night and 78 during the day. I recently had new insulation put in my attic and ridge cap venting added to my roof. I have been tracking my usage, and for some reason, we are using the most kWh both while we are sleeping and when we are not home. We use the least during the hours we are home. It makes no sense. My projected usage is around $500 for the next month, and I know that does not include the fuel surcharges and other fees. There are people who cannot afford this. I do not think these new meters are accurate, otherwise, I would not be using high amounts of energy while I am either sleeping or not home. I would like a re-read of my meter and possibly a new meter installed that would be more accurate. My account number is XXXXXXXXX

  Business response

  10/03/2022

  Business Response /* (1000, 10, 2022/09/12) */ This is a high bill complaint. The meter appears to be working correctly. Since Ms. ***** filed this complaint, her usage has dropped more than 1500 KWh for the current billing cycle. She and I discussed several additional conservation techniques. She is in the process of moving and she was given the average bill at her new location. Ms. ***** is satisfied, and you may close this complaint. Thank you, ***** ***** J. Lomas Entergy Customer Service Support (XXX) XXX-XXXX

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