Complaints
This profile includes complaints for Entergy's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 87 total complaints in the last 3 years.
- 23 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:11/21/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have the level billing and they can't explain why we magically have an extra 170 charges "carryover" from the previous month. There is not transparency in the company when it comes to billing. Also they have a monopoly in our area so they charge us higher rates than in areas with multiple energy companies.
Business Response
Date: 12/01/2022
ETI Texas, Inc. (ETI) received notification from the Better Business Bureau of South East Texas (BBB) on November 21, 2022, of a complaint filed by a customer regarding level billing. The complaint was forwarded to Customer Service Specialist (CSS) for further investigation and response.
ETI’s records indicates the customer’s account was enrolled in the Level Bill program October 21, 2021.
Level Billing is a budget billing payment option that allows the customer to spread the highest usage months of the electric invoice amounts to the fall and spring months when the bill is typically lower.
Level Billing is the preferred budget billing plan because:
It averages out fluctuation of fuel adjustment costs.
It is more economical due to extreme hot summer and cold winter seasons.
The fluctuation in the monthly amount is based on the customer’s actual usage over a twelve-month period.
The initial Level Billing amount quoted when enrolling on the plan is an APPROXIMATE amount.
Level Billing works well with the Pick A Date program; it allows the customer to pay an average bill on a pre-determined due date.
How Level Billing is computed:
Twelve months of consecutive billing history is added together and divided by 12 to arrive at the monthly payment amount.
As each new month of billing occurs, the most recent billing amount will be included in the calculation and the oldest month’s bill will drop from the calculation.
The difference between the actual bill and the level bill amount is called the Accumulated Difference.
The Accumulated Difference line item appears on the bill and account after the initial billing.
One twelfth of the Accumulated Difference is included within the monthly calculation.
This amount could be added as a credit or a debit.
The Level Billing program utilizes the ‘Bill Amount’ rather than a ‘Consumption’ option when calculating the plan amount.
The invoice will include:
The level bill amount due
The actual bill amount will display as a line item on the bill.
The Accumulated Difference amount is the difference between your monthly Level Billing amount and what you would owe if you were not signed up for the Level Billing. The Accumulated Difference must be paid in full if you cancel Level Billing. However, if you have a credit due, that amount will be applied to the next month’s bill.
Each monthly statement provides the customer with the current 12 months actual bill with the running total, prior month accumulated difference with a running total, and the current month level bill amount due. The information is provided monthly to keep the customer updated on the status of the program.
Using the example from the customer’s current invoice, the prior month accumulated difference was $1,957.57. The accumulated difference is divided by 12 to arrive at the amount of $163.13. This information is provided on the customer’s bill under the Levelized Billing Calculation Section (see attachment).
In the customers complaint, he stated, ‘Also they have a monopoly in our area so they charge us higher rates than in areas with multiple energy companies.’
ETI is a regulated utility and the PUCT delayed the introduction of retail competition in Entergy Texas’ service territory. In 2005, Entergy Texas was required by the Texas Legislature to file a transition to competition plan with the PUCT by January 1, 2007. As required by the legislation, Entergy Texas filed its proposed transition to competition plan in December 2006. In May 2009, additional legislation was passed by the Texas Legislature (Senate Bill 1492) that suspended all activities toward the transition of ETI to competition.
All customer bills are processed in accordance with the rates and riders that are approved by the PUCT. The Residential Rate Schedule and all the applicable Riders that are used to calculate a bill can be viewed at http://*********************/your_home/tariffs.aspx.ETI also has additional information to help lower the cost of electricity located on the website at https://*********************/residential/.
ETI’s Home Energy Efficiency program helps customers reduce energy consumption by providing "weatherization" services at little or no charge. Basic improvements like duct sealing, weather stripping, caulking around windows, sealing plumbing penetrations, sealing air returns, and adding insulation can yield big returns. More information can be
found at: https://*********************/your_home/save_money/ee/home-energy-efficient/
Entergy works closely with low-income advocates to help customers who meet certain income criteria and need assistance handling their energy costs. A list of agencies available for customers to apply for assistance paying their electric bill can be found at https://*******************************/fina.aspx?regionid=TX.Initial Complaint
Date:11/16/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I moved to a different location on 10/7/2022, in which Entergy is the only service provider that can be used. Instead my account being a transfer the previous customer service rep put my account in disconnect. I spoke to many supervisors that assured me there would be an investigation on my account to have the deposit moved to my new address. However, when I called in on 11/16/2022, the customer service representatives stated that there was no comments or notations on my account for any investigations. I was told I was being transferred to a supervisor by Yolanda who had an attitude and was very rude, but the call was disconnected. I then called in again and spoke with Kimberly who stated that she would also transfer me to a supervisor. This is just outright wrong because now Entergy is asking for more money which is what the system is designed to do. I still haven't received any refund deposit on my previous account. It doesn't make sense to have the deposit sent to me in a check since I am still an Entergy customer. There were no breaks in service and this account should have been under a transfer account. This company hires very unprofessional representatives to represent the company. This account was suppose to be a smooth transfer and now we have to have to pay even more for services.Business Response
Date: 11/28/2022
ETI Texas, Inc. (ETI) received notification from the Better Business Bureau of South East Texas (BBB) on November 16, 2022, of a complaint filed by a customer regarding a billed deposit and a transfer of service. The complaint was forwarded to Customer Service Specialist (CSS) for further investigation and response.
An investigation revealed:
The customer had services at a location in Conroe, TX . The deposit associated with the account was $230.00.
On September 21, 2022, a request to transfer service from Conroe, TX to The Woodlands, TX was completed using the customers myEntergy account online. A new account number was assigned to The Woodlands address.
On September 23, 2022, the transfer of services was completed. After the completion of the transfer of service, the customer contacted ETI and stated she was not moving to the new location until October 1, 2022. The Conroe address was re-activated in the customers name and The Woodlands account was closed in the customers name.
On October 3, 2022, the services in Conroe, TX was closed, and services were transferred into the landlords name. The deposit of $230.00 applied to the customers final bill leaving a balance due of $21.56.
On October 7, 2022, a new account was setup for the customer in The Woodlands, TX. The services were not setup as a transfer of service due to the Conroe address closed on 10/03/22. A new deposit of $150.00 was assessed. The deposit of $150.00 is less than the original deposit of $230.00 so no adjustments will be made to the amount. As a courtesy, the CSS requested the deposit to be setup into 3 monthly installments.Initial Complaint
Date:09/14/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am not able to log in to my customer account. My electric bills are extremely high and I have contacted customer support more times than I can count about this... Also that I can't access my usage and haven't been able to for over a month due to their site being messed up. There are other complaints on here for the same thing so I know I am not the only one having this issue. I have gone through all of their suggestions with no answers for anything. I do believe with as much as I pay this company the least they can do is make sure they have good customer service and tech support for their customer's accounts and access. I do see several other complains on here for the same issues so clearly, it is an ongoing issue with this company.Business Response
Date: 09/28/2022
ETI Texas, Inc. (ETI) received notification from the Better Business Bureau of South East Texas (BBB) on September 14, 2022, of a complaint filed by a customer regarding a high bill and myEntergy access issue. The complaint was forwarded to Customer Service Specialist (CSS) for further investigation and response.
MyEntergy Issue
On September 19, 2022, the CSS notified ETI’s Web Account Management (WAM) department regarding the customer’s access issue. The WAM department has been working the ETI’s IT department regarding the issue. The customer’s issue appeared to have been resolved and the WAM department confirmed the customer was able to log in on September 23, 2022. An email was sent to the customer also requesting confirmation from the WAM department.
The customer’s billing complaint was investigated with the following supporting data:
Temperature Analysis
Increases in temperatures can affect energy usage and bill amounts.
The attached chart, captured from the bill analyzer available on the customer’s myEntergy account, shows higher usage on days when there was hotter temperatures from July 25 to August 23.
Many variables influence the size of electric bills. Residential customers’ electric usage patterns are relatively stable but do experience seasonal variation during the summer and winter months. Aside from these seasonal patterns, the severity of the weather (extremely hot or cold) will impact the electric usage and the bill. Customers that have older air conditioning and/or heating systems may experience higher bills as fuel costs rise. This is because the energy efficiency of the older systems tends to be low. Newer air conditioning and heating equipment as well as appliances (e.g., a refrigerator) provide greater efficiency and energy savings as they use less electricity yet yield the same comfort levels. Please visit Entergy’s Lower Your Bill web pages myEntergy.com/Programs for energy saving advice, to calculate your current energy usage and compare this with the usage of more efficient equipment.
Heating and air conditioning can account for more than 50% of a home’s energy usage. During hotter months, set the thermostat at 78 degrees or the highest comfortable temperature. Every degree lower than 78 can raise the bill as much as 3% per degree.
Meter Test
The customer’s meter was tested on September 21, 2022. The meter tested at 100.00% on full load and 100.01% on light load. The test indicates the meter is working correctly and the reading advanced since the last monthly read from 83683 on August 23 to 87098. The customer’s readings have not been estimated and the bills are correct.
All customer bills are processed in accordance with the rates and riders that are approved by the PUCT. The Residential Rate Schedule and all the applicable Riders that are used to calculate a bill can be viewed at http://www.entergy-texas.com/your_home/tariffs.aspx.
ETI also has additional information to help lower the cost of electricity located on the website at http://www.entergy-texas.com/your_home/save_money/my_resources.aspx
ETI’s Home Energy Efficiency program helps customers reduce energy consumption by providing "weatherization" services at little or no charge. Basic improvements like duct sealing, weather stripping, caulking around windows, sealing plumbing penetrations, sealing air returns, and adding insulation can yield big returns. More information can be
found at: https://www.entergy-texas.com/your_home/save_money/ee/home-energy-efficient/
Entergy works closely with low-income advocates to help customers who meet certain income criteria and need assistance handling their energy costs. A list of agencies available for customers to apply for assistance paying their electric bill can be found at https://secure.entergy.com/your_home_tx/fina.aspx?regionid=TX.Initial Complaint
Date:08/31/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
When I give the customer service rep my case number for my overcharge case I’m put on hold until an automated voicemail machine cuts me off. Further half the time now When say I’m calling in regards to a case I’m hung up on without even introducing myself. I further suspect entergy of price gouging due to the fact all meter reading is done remotely now and my fuel charge has massively spiked even though no employee is paid to walk the neighborhood and no trucks are driven to meter read as well.Business Response
Date: 09/13/2022
Entergy Texas, Inc. (ETI) received notification from the Better Business Bureau of South East Texas (BBB) on September 1, 2022, by a customer regarding a fuel charge and an overcharge. The complaint was forwarded to Customer Service Specialist (CSS) for further investigation and response.
An investigation revealed:
On 06/01/22, the customer contacted ETI regarding security light charges. The customer stated the light was not replaced after an automobile accident on 02/14/21 knocked the pole down. A request was sent to ETI’s billing department to adjust the charges. The request is still pending.
On July 1, 2022, another request was sent to the billing department to adjust the charges. This request is also pending.
On 09/07/22, the CSS sent a follow up email regarding the requests and will monitor the request until completion.
In the complaint, the customer stated, “I further suspect Entergy of price gouging due to the fact all meter reading is done remotely now and my fuel charge has massively spiked even though no employee is paid to walk the neighborhood and no trucks are driven to meter read as well.
Fuel Charge
The fuel charge is the cost of fuel used to generate electricity. This charge may increase or decrease based on the customer’s usage amount. The cost of fuel is adjusted twice a year with approval from the PUCT. ETI makes no profit on the fuel costs and the charge is a pass-through cost to the customer.
All customer bills are processed in accordance with the rates and riders that are approved by the PUCT. Copies of the Residential Rates and Riders are available at www.entergy-texas.com/your_home/tariffs.aspx.
ETI also has additional information to help lower the cost of electricity located on the website at http://www.entergy-texas.com/your_home/save_money/my_resources.aspx.
Entergy works closely with low-income advocates to help customers who meet certain income criteria and need assistance handling their energy costs. A list of agencies available for customers to apply for assistance paying their electric bill can be found at https://secure.entergy.com/your_home_tx/fina.aspx?regionid=TX.Initial Complaint
Date:08/29/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hi. I am building a new home and Entergy installed temporary service at my house during construction. I made an appointment for July 29th to convert this over to permanent power so I could finish the installation of HVAC equipment. I have never been called by the local office but they have been rolling my appointment daily to the following day. They came out on August 11th and still have not contacted me to let me know that they found one small issue to be resolved before they can complete work. I found out this week about the issue and promptly resolved it the same day I found out. I have talked to customer service no less than 25 times to try to find out when the work will be complete. They were supposed to arrive today Aug 26th but never showed. We are now a month late to THEIR appointment date. I was supposed to hear from a supervisor today but never got a callback. Truly one of the worst customer service experiences of my life.Business Response
Date: 09/07/2022
Entergy Texas, Inc. (ETI) received notification from the Better Business Bureau of South East Texas (BBB) on August 29, 2022, by a customer new service. The complaint was forwarded to Customer Service Specialist (CSS) for further investigation and response.
An investigation revealed:
On July 20, 2022, the customer applied for underground service at a property in Conroe, TX. An underground install work order was issued.
On July 25, 2022, ETI arrived at the location and found that the meter can had not been installed. The work order could not be completed.
On August 11, 2022, ETI arrived at the location and found that the pipe was not exposed at the meter can and the ground rod was not driven deep enough underground. The work order could not be completed.
On August 23, 2022, a Customer Service Representative stated they spoke with the customer, and he advised that all corrections would be completed and ready by August 26, 2022.
On August 26, 2022, a technician was dispatched to inspect the location to determine if it was ready for service. The inspection passed.
On September 1, 2022, the underground install work order was completed. The customer has power at the location.Customer Answer
Date: 09/07/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 17782095, and find that this resolution is satisfactory to me. Although the customer service was extremely subpar, the work was finally completed after a month of going back and forth and zero communication from the field office performing the inspection and work. The resolution was ultimately reached once I had direct conversation with Entergy's subcontractor instead of discussing with Entergy.
Sincerely,
******* ********Initial Complaint
Date:08/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
should have received deposit back from Entergy months ago. Customer service is terrible. Agents are very uninformed. One agent had to have house bills emailed to her. The car took almost an hour and a half. I’ve dealt with six people and it always took at least an hour for them to even understand. I think it’s simple. You pay $150 deposit and they say you get back in a year then you get it back in a year. it has taken so much work to get my $150 back that this seems like stealing. I’m sure I’m not the first customer to have their deposits kept by a company. It’ll now take a couple months to get my check back. This will make it a total about 1 1/2 years. I was very resistant on placing a deposit because I’ve been a customer for 12 years with Entergy and just moved last year and set up new service. I have never been late or delinquent with a payment for 12 years. I told the agent when they requested the deposit that had a feeling it was going to be a very tough battle to get my money back.Business Response
Date: 09/02/2022
Entergy Texas, Inc. (ETI) received notification from the Better Business Bureau of South East Texas (BBB) on August 26, 2022, by a customer regarding a deposit refund. The complaint was forwarded to Customer Service Specialist (CSS) for further investigation and response.
An investigation revealed:
Entergy Texas, Inc. (ETI) received notification from the Better Business Bureau of South East Texas (BBB) on August 26, 2022, by a customer regarding a deposit refund. The complaint was forwarded to Customer Service Specialist (CSS) for further investigation and response.
An investigation revealed:
On June 4, 2021, the customer began service at a location in The Woodlands, TX. The account was assessed a $150.00 deposit.
The criteria for deposit refunds are:
Must have 12 months service
Current bill must not be past due
No more than 2 delinquencies for past 12 months
No disconnects for non-payment of bill for past 12 months
0(zero) arrears balance
On June 16, 2021, a bill generated in the amount of $408.00. The balance included the current month energy charges of $238.00, a TX Connection Fee of $20.00 and the deposit of $150.00. The due date on the invoice was July 2, 2021.
On July 5, 2021, ETI received the payment for the invoice which included the deposit.
A request to apply the deposit back to the account was issued on August 24, 2022. The CSS followed up with an email regarding the request.
On September 2, 2022, the deposit was released and applied to the account. The issue has been reported to ETI’s IT department for investigation.
ETI apologizes for the inconvenience this caused the customer.Customer Answer
Date: 09/07/2022
Complaint: 17769960
I am rejecting this response because: Energy never should’ve obtained the deposit in the first place. I talked to five or six customer services who could never answer the question. Their customer service is very poor and for this fact I do not accept their response, acceptance of responsibility adequately.
Sincerely,
****** ******Business Response
Date: 09/19/2022
When a customer applies for service, Entergy runs a minimal credit check with the credit bureau. The results of the minimal credit check will determine if a deposit is assessed. After the minimal credit check was performed for this customer, the results were a deposit was required.Customer Answer
Date: 09/20/2022
Complaint: 17769960
I am rejecting this response because: I have excellent credit over 800. I doubt they ever made any inquiry. Also in the letter it says that an interest percentage is also paid but only received $150 back. This was a bad business practice not to refund all money and a great situation for energy to have all this interest free money available that they should’ve never received in the first place.
Sincerely,
****** ******Business Response
Date: 09/21/2022
A minimal credit check is assessed on all applications. There is not an option to bypass the credit check. The CSS will investigate the deposit interest issue.Customer Answer
Date: 09/21/2022
Complaint: 17769960
I am rejecting this response because:
I don’t think Entergy is being truthful. My credit score is over 800. Any minimal credit check would find this fact. So Entergy gets free money without any cost. In my case they kept $150 for 14 months. Also due to inflation that $150 is a lot less valuable than 14 months ago. And I was never paid for use of that money. I have filed a complaint with the public utility commission as well.
Sincerely,
****** ******Initial Complaint
Date:08/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
June 2021 I had to pay a security deposit per Entergy policy for $450 I got a paper saying I receive that amount plus interest accrued after not having hard disconnect ( had none) and no more then 2 late payments. Which I had one for about 2-3 days late as I forgot to pay bill ( never received one and searched myself) I have been calling Entergy May and June to see how about getting the money returned. I have gotten answers from never, to after 2 years to after 13 biking cycle. It is now almost September and I still call about 2 times a month still have no received money even though I had to educate the representative that in Texas you get it ( per their statement after 12 month) I even have a paper they mailed me to proof that policy. I also emailed that policy I found on their website ( never gotten email back ) here I am almost September still no return. Had also 2 power outages which made my house hot ( about 4 hours each within 2 weeks) and now I’m suppose to pay the hard working A/C electric bill to no fault of my own. As I type this I am on hold with Entergy for 35 minutes already trying to talk to manager. Your company policy is not being fulfilled I consider it as stealing. I expect my return with 3-5 business days as credit to my account incl credit for having to pay extra as my electric devices especially my A/C is working double to get temperature back down as my house sat at around 90 due to power outage as no fault of my own.Business Response
Date: 09/02/2022
Entergy Texas, Inc. (ETI) received notification from the Better Business Bureau of South East Texas (BBB) on August 25, 2022, by a customer regarding a deposit refund. The complaint was forwarded to Customer Service Specialist (CSS) for further investigation and response.
An investigation revealed:
On June 22, 2021, the customer began service at a location in *******, TX. The account was assessed a $430.00 deposit.
The criteria for deposit refunds are:
Must have 12 months service
Current bill must not be past due
No more than 2 delinquencies for past 12 months
No disconnects for non-payment of bill for past 12 months
0(zero) arrears balance
On August 2, 2021, a bill generated in the amount of $728.62. The balance included the current month energy charges of $278.22, a TX Connection Fee of $20.40 and the deposit of $430.00. The due date on the invoice was August 18, 2021.
On August 17, 2021, ETI received the payment for the invoice which included the deposit.
On August 25, 2022, the deposit of $430.00 plus interest of $1.15 was applied to the customer’s account.
The customer‘s complaint also stated their house had 2 power outages within 2 weeks. The CSS found the below two outages:
08/12/22 Insulator Failure
08/22/22 Burnt Primary Line
In an outage event, Entergy is committed to restoring power as quickly and as safely as
possible. ETI apologizes for any inconvenience the outages have caused the customer.Initial Complaint
Date:08/17/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Entergy is the only company that the woodlands/spring area is able to use for electricity. I transferred with them when I moved to my new house in May. Two days ago there began these rolling power outages. I called to find out what was going on. They informed me someone had changed power on my address to their name. Without proof of a lease. This means they expect me to pay for another connection fee, pay an accumulated balance all because they do not have a process in place. I never received a phone call or any type of communication regarding this. I've now been on hold for over 45 minutes waiting to speak with a supervisor to get my account straightend out.Business Response
Date: 08/29/2022
ETI Texas, Inc. (ETI) received notification from the Better Business Bureau of South East Texas (BBB) on August 17, 2022, of a complaint filed by a customer regarding their service. The complaint was forwarded to Customer Service Specialist (CSS) for further investigation and response.
An investigation revealed:
On May 12, 2022 , the customer initiated service at a residence in The Woodlands, TX. A $20.00 connection charge was assessed to the new account. The account was setup on ETI’s Level Billing Program.
The level billing program is a convenient way for customers to manage the electric bill by paying an adjusted average each month. This allows customers to spread the highest usage months of the electric (before tax) to the fall when the bill is typically lower. The difference between the actual bill amount and the level bill amount is tracked in the Accumulated Difference and is shown on each monthly invoice. If a customer cancels the level billing Program or the account finals, any amount in the Accumulated Difference is applied to the account balance
On August 2, 2022, the customer was forced out when ETI received a new application for service at the residence. The accumulated difference balance applied to the final bill.
When service was reinstated for the customer, the new account was assessed a new $20.00 connection charge. The new account tis setup on the level billing program.
The CSS has requested a waiver of the $20.00 connection charge and the balance due from the closed account be transferred into the accumulated balance on the new account.
ETI apologizes for any inconvenience this has caused the customer.Initial Complaint
Date:08/11/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 8/9/22 I contacted Entergy to disconnect my services at *** ***** ********** ** CONROE TX 77302 They did not honor. On 8/10 I attempted to go online and cancel, they did not honor due to technical issues, and giving an invalid reason. Then again 8/10 I called taking more time, call was answered by ******** and I informed her of my needs to cancel services. She put me on hold and transferred me to a dead end survey. Demand is made Etergy uphold the right to cancel and I have a response from the office of their president on this and the remarks expressed needing credit and a long list of issues previously brought to their attention for the past year they have faield to properly honor. Email is best communication.Business Response
Date: 08/18/2022
ETI Texas, Inc. (ETI) received notification from the Better Business Bureau of South East Texas (BBB) on August 11, 2022, of a complaint filed by a customer regarding a request to cancel the ETI account. The complaint was forwarded to Customer Service Specialist (CSS) for further investigation and response.
An investigation revealed:
The customer had services at a property in Conroe, TX.
On August 9, 2022, ETI received an application for service at the customers property by a 3rd party. The customer also emailed ETI requesting her services to be terminated. The work orders for the customers were scheduled for August 11, 2022. ETI does not have same day service.
On August 10, 2022, the customer attempted to close her account through her myEntergy account. The customer received an error message due to the account was in pending final status.
The customer’s account was closed effective August 10, 2022 and the deposit applied to the final balance. A copy of the final bill is attached.
Outage Credits
In the August 9, 2022 email, the customer stated that ETI owes credits due to outages at the property. ETI customers are not billed for any electric usage during outagesInitial Complaint
Date:07/22/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have not been able to receive my bill in over 6 months. I have submitted multiple requests but never been able to get it resolved. I have requested multiple times for a call back and have never once received the courtesy of receiving a call back to resolve the issue. My main concern is that I am getting the run around to not allow me to see what my energy bill will be until I am stuck with a huge bill.Business Response
Date: 08/02/2022
ETI Texas, Inc. (ETI) received notification from the Better Business Bureau of South East Texas (BBB) on July 22, 2022, of a complaint filed by a customer regarding a delayed billing. The complaint was forwarded to Customer Service Specialist (CSS) for further investigation and response.
An investigation revealed:
On November 11, 2021, the customer began service at a property in Willis, TX. The property has a time of use (TOU) meter. The TOU meter was installed per the previous customer’s request.
Time-of-use metering is a method of measuring and charging a utility customer's energy consumption based on when the energy is used. Under this rate schedule, three readings are required for billing purposes.
Due to a system issue, only one reading was transmitted to ETI’s billing system. This issue has been forwarded to ETI’s billing department to investigate and invoice the account.
ETI apologizes for the inconvenience this issue has caused the customer and will have the issue corrected as soon as possible.
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