Complaints

• Initial Complaint

  05/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called Entergy on 5/23/24 for new services. I was told my power will be on 5/28/24… Power isn’t on I called yesterday on 5/28/24 they told me it would be on the next day on 5/29/24 here it is 5/29/24 they are telling me it should be today. Verification has to call first … It’s been 5 days today I emailed my license a social security card twice and I lost all my groceries. I have a client who is on oxygen and I can’t work because of no power at my home. I’m missing money and it’s aggravating! Entergy has all my info and verification and my power still isn’t on. They keep telling me everyday today today and still nothing!

  Business response

  05/30/2024

  Good morning,

  Customer contacted Entergy on 5/23/2024 at 5:46pm to set up service at which time turn on order was held for further verification.  With the holiday falling on 05/27/204, verification was completed on 5/29/2024 and turn order released for 5/30/2024 at which time service was activated at approximately 6:41am.  

  Thank you,

  ****** ******, CSM

   

• Initial Complaint

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Have been waiting for a deposit refund since May. I have contacted Entergy 4 times, and they have supposedly sent out a check 3 different times. 5 months later, I still have not received my refund.

  Business response

  11/09/2023

  Good morning,

  Thank you for submitting the inquiry on behalf of the customer regarding the refund.  I sincerely apologize for the delay in the customer receiving their refund check.  Please know that once an account is finaled leaving a credit balance, the refund is issued after 60 days.  In this particular instance, the 60 days fell around the same time the customer's mailing address was updated.  Therefore, it is possible that the refund was not forwarded to the current address.  The customer called at the beginning of November inquiring about the refund.  As such, a refund check was mailed out on November 3, 2023.  Customer should be receiving the check within the next few days.

  Thank you,

  Customer response

  11/10/2023

  I finally received the check today. However, due to mistakes on your company’s part, I had to request the check 4 different times (I moved out May of 2023). Ridiculous. 
  

• Initial Complaint

  06/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Paid my electric bill online using Entergy online services. I first used my checking account number but the number wouldn't go through so I used my debit card to pay bill the date on my bank statement states that my bill of $224 was paid on May 24, 2023. I have received a disconnection notice stating that the bill was not paid although I have my confirmation number and the money was withdrawn out of my account. I have spoken to customer services, a supervisor, and also a manager and the problem has not been resolved. I was on the phone back and forth with Entergy 2 days for more than 2 hours. I sent my bank statement with the amount being taken out of my bank. Finally they saw that they were trying to draw on my savings account in which they did not have permission it would have been my checking account. Now through my saving account I have 3 NSF charges but my new bill was paid instead of my old bill on my debit card and now they are saying I can't reverse charges from new bill and have my old bill which that was what I was paying to be credited. I asked to speak to someone above the manager. The manager stated that there was no one I could talk to. Basically she stated that I had to come up with the money to pay my old bill or my services will be disconnected as of Thursday. This mess happened all while I was on vacation and this is what I came back home to.

  Business response

  06/21/2023

  Good morning,

  The customer contacted the LPSC office on June 20, 2023 regarding her issue.  As a result, Ms. ***** was contacted by someone from customer service support.  It was explained to Ms. ***** the reason for the balance on her account. She made 2 payments on 5.25.23 in which one of those payments returned causing her account to be subject for disconnection. The returned check process was explained to her several times.  Once a payment returns the account is subject to immediate disconnection.  Her account has been protected from disconnect for 30 days to allow more time for the necessary payments to be made. Additionally, a notification has been issued to our payment process department requesting to waive the retuned check fee of $20.00 as a one-time courtesy.

  Should any additional information is required, please let me know.

  Thank you,

  Customer response

  06/21/2023

  
  I am rejecting this response because: I did not make 2 payments for the same account. I thought one payment form didn't go through then I made another payment through my debit card for the same amount.  Why would I pay 2 bills at the same time for the exact same amount? The system needs to be changed as I did not receive a conformation number for the one that was tried to be taken out of my savings account days later after the bill was paid on May 24 from my debit card.  I have a paper trail for this amount.  I guess when you try to do the right thing companies can screw you with you eyes wide open. I wanted them to admit what they did wrong and rectify the situation. I have 3 NSF charges on my account for which entergy had already been paid on this account on May 24.  My NSF charges are for May 30, June 5, and June 9 well after my debit card had been charged.
  
  

  Business response

  06/22/2023

  Good afternoon,

  Attached is a copy of the payment confirmation email that was sent to Ms. ***** for her electronic payment.   Ms. ***** may not have received the confirmation if the browser window was closed before the process was complete, but she did receive an email.  Payments made after 7:15 pm are posted immediately the following day between 6:00 am – 7:15 pm.  From the payment confirmation attached, it appears the payment was made after the 7:15 timeframe. According to Entergy's payment history information, one payment posted to the account at 6:00 am on May 25 and the second payment posted at 6:06 am on May 25.  Payments made through Entergy’s system triggers an email. Her other payment was a card payment which was not processed using our system.  When electronic check payments are made our system makes three attempts to obtain the money before the item returns which explains why bank is charging NSF fees. After the 3rd attempt, if the funds cannot be retrieved the balance returns to the account. Unfortunately, Entergy is not privy to fee schedules related to an individual's financial institution; therefore, we are not aware of how and when fees are charged. 

• Initial Complaint

  04/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a final bill from the company without confirmation and my service was disconnected. Upon calling them I was notified that my account was forced out and that I have to pay another deposit and connection fee as well as the remaining balance. I don’t think it’s fair because I never called to have my service disconnected and it was an error on their behalf. I was signed up for text and email alerts and never received any type of notification of the change. I had just made a payment of $306 on April 17, 2023

  Business response

  04/24/2023

  Good afternoon,

  Thank you for forwarding the complaint on behalf of the ******* ***** regarding their Entergy account at *** ********* Street here in Lake Charles.  I sincerely apologize the customer had to experience what we call a Force Out in Error which basically means the ******* *****'s account was forced out and terminated because another customer called to apply for service at that location.  The facts show that on April 14, 2023, another customer called and applied for services at *** ********* Street.  As a result, an Entergy account was set up for the new customer.  When doing so, a Turn On order was set up for the new customer which resulted in a Turn Off order being issued for ******* *****'s account.  This is a normal process that happens when tenants move in and out of residences.  However, in rare occasions the customer that is moving into an apartment or home may at times provide Entergy with the wrong address.  This in turn leads to the current customer's account such as ******* ***** to terminate without their request or knowledge.  When the error is realized the new customer calls back with the correct information and the current customer's Turn Off order is canceled preventing their account from terminating.  In this instance, the error was not realized until almost a week later.  ******* *****'s new account was set up today, April 24.

  With regards to the $150 deposit on a finaled or terminated account, three things could transpire.  First, the $150 deposit on the finaled account could be transferred over to the customer's new account if a new account is being set up.  Secondly, the deposit could be applied towards the balance on the finaled account.  Thirdly, if no new account is set up and applying the $150 deposit to the final bill results in a credit, the credit amount will be refunded back to the customer.  In this instance the $150 was applied towards the balance on the finaled account.  After applying the deposit, the customer still had a balance owing.  Therefore, with the new account being set up a new deposit was accessed and will remain on that account until that account finals.  It is important to note that whether or not to access a deposit to an account comes from the recommendation received from the credit bureau.

  Again, I do apologize regarding the inconvenience this has caused the ******* *****.   Please know that ******* ***** is not being double-charged for the $150 deposit as the original deposit on the finaled account was applied/refunded to the balance.  I hope this helps explains what happened.  However, should you need additional information please feel free to contact me.

  Regards,

  ****** ******
  Customer Service Manager

   

   

   

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Within the last 6 months of having service with Entergy I have had countless issues. There has been more than one occasion where I have had to escalate the situation and reach out to multiple supervisors. On yesterday the area experienced a storm that passed through form 3pm central time to about 5pm. On the same day later that night around 10pm my street loss power. This was hours after the storm passed, In the process of trying to report the outage I was met with quite a few problems. I was told I could not report the outage due to my phone number not matching the account when the number not only matches the account it is part of the process for me to able to log into my account via phone. The once I confirmed this via app and phone I was still met with adversity. I called in multiple times to try and address this issue. Once I was able to speak to a representative I was told that the outage would not be resolved until 10 am the following day. We were well over 10 hrs. without power. I have young children and animals in the home along with refrigerated groceries. I was told that due to this being a natural weather occurrence that nothing could be done and nothing could be reimbursed. When in fact that all of the surrounding areas had power. There was no damage to any lines. This has become an ongoing issue with Entergy. There is always only a loss of power in that one block. The west end of the street and the streets around us along with the apartment complex always has power.

  Business response

  01/30/2023

  Good morning,

  The following outages have occurred over the past several months:

  November 7, 2022 - equipment issues

  November 29, 2022 - planned outage for reliability maintenance

  January 24, 2023 - severe weather in the area

  With regards to the outage that occurred on January 24, 2023, Entergy experienced a multitude of widespread outages within our service territory.  To provide customers with a reasonable expectation of when to expect service to be restored, restoration times were pushed out to a longer timeframe. Some or most of the customers services were restored before that timeframe depending on the damage in that particular area.  As we always try to advise customers during outage events, just because you are not able to see damage to lines in front their home, on their street or even in their neighborhood does not mean there is damage further down the line or in the substation that is causing their outage.   Entergy personnel work quickly and safely as possible to restore service to its customers.   

  Thank you,

   

   

• Initial Complaint

  11/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  September Bill On my September bill first of all it's going from 150 to 550 That's the first issue second issue is that it says my account is now closed and the third issue is that when I call up there I get nothing but attitude and nobody actually wants to help me. It appears that somebody has called in and canceled my account I did not do this I never once called into cancel anything of mine I have my billing done automatically every single month so it's always on time it always paid in full. And once again it's the fact that nobody can help me nobody can tell me what's going on nobody can get me my money back even though they know there's an error they say there's an error they say oh yeah it looks like somebody did this well it wasn't me I didn't cancel anything. I have called two or three times already I have used their messaging system where you send them an email I don't know what else to do they just take money from me and don't give a ***. This is actually the second time that I've been way overbilled and they did nothing about it the first time they just completely just ignored me Even though it was quite obvious they had messed it up then too so I don't really know what to do. The customer service department is useless. Anytime I've ever called I've pretty much just been told to call back and they would give me another number to call and a different extension so they didn't have to deal with it. They actually blamed me for it. They said I didn't call them soon enough yet I called almost a week before they were going to disconnect my service just because some random person called them and told them to. Once again NEVER even late on a bill. Autobill every month still treated like garbage and told its my fault and no body helps me. I asked to speak to a supervisor after the 2nd call in and my phone went dead waiting for them to get to me. They do whatever they want and I have no recourse. Again.

  Business response

  11/21/2022

  Good afternoon,

  I sincerely apologize Mr. ******* did not have an excellent customer service experience when calling our phone center regarding his account.  Unfortunately, there were some circumstances that occurred that lead to Mr. ********* account finaling in our system.  On 9/20/2022 a customer made application for service at **** ******** **** in Westlake by using the online tool at MyEntergy.  This in turn generated a turn on order for the new customer at this address; however, it also created a turn off order for Mr. ********* account.  This process is called a force out.  It is extremely rare that a customer provides the wrong service address.  When the new customer realized they had a made an error in the address, they called in the cancel their turn on order at **** ********.  By this time the account for Mr. ******* had finaled in the system.  It is important to note that the Mr. ********* services were never disconnected.  His account only terminated in our system.  

  With regards to the billing, Mr. ******* is on the Levelized Billing program.  When an account that is on Levelized Billing finals, any amount that is in the Accumulated Difference, whether it be a debit or credit, becomes due.  In this case, Mr. ******* had a debit balance of $264.89 in his Accumulated Difference that was added to his final bill.  The Accumulated Difference, plus his current charges due on 10/17/2022 and amount due on 11/17/2022 totals the $500 plus bill Mr. ******* is referencing.  Mr. ******* was also on the Pick-A-Date program and Draw Draft.  With that being said $155.54 was drafted on 10/17/2022 and $397.56, which includes the accumulated difference, was drafted on 11/15/2022 to bring the balance to zero. 

  Mr. ********* account has not been active in our system since 9/29/2022.  However, we do have readings from that point to current. I was able to get a new account set up for Mr. ********* account with Levelized Billing and Pick-A-Date with account number ********* waiving any deposit or connect fees.  Because banking information is privy to the customer, the customer will need to set the new account up on Draw Draft should he choose to do so.  As such, Mr. ******* will start billing again for usage from 9/30/2022 - present as services have been on and are still on.  In the event Mr. ******* should need payment arrangements when the account does bill again, he may do so using Entergy online tools or by calling 1-800-ENTERGY.

  Again, I do apologize for the unfortunate circumstances.  Should you need any additional information, please feel free to contact me.

  Thank you,

  ****** ******
  Customer Service Manager

   

  Customer response

  11/22/2022

  
  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.
  But I will state that it causes an extreme burden to me with 550 getting drafted out my account for no reason other than someone else messed up now I have to deal with it. 
  Sincerely,
  
  ****** *******

• Initial Complaint

  10/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have had problems with entergy making changes to my account and not being notified. They have yet to send any notifications out and disconnected my services. I have been trying since 5:52 pm to pay bill via phone and on the app. I’m still on hold for the 6th time and every time I try to process a payment via app and online it gives an error message. Now my children and I have sleep with no electricity because of entergy and their mess up again. The full balance was paid and the power still can’t be reconnected. I spoke with customer service and she was told I had to call consumer services in the morning. I’ve seen instances where entergy has turned on services remotely after hours and on weekends with a balance

  Business response

  11/03/2022

  Good morning,

  Ms. ******' services were disconnected for nonpayment on 09/13/2022 for a past due balance of $417.67.  Payments totaling $1,491.00 posted to Ms. ******' account on 09/14/2022 whereby allowing her services to be reconnected on 09/14/2022.  According to Ms. ******' attachments, she attempted to make a payment on 09/13/2022; however, the NO box was checked when asked to accept the third party's fee for using their services.  As such, the payment was not completed.

  Please let me now should any additional information is needed to satisfy the complaint.

  Thank you,

• Initial Complaint

  03/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My power has been shut off. I called and spoke to the first representative Deon who stated i needed to download the app and she said i could restore power from there. I figured out the app to find my bill is due next week (not a billing issue) so i called back and ******* answered the phone and rudely told me how busy he was and I could call back on Monday. He then asked ME why my power was off. Um ******* you work there...not me. You tell ME why my power is off because I would really like to know as I sit in my dark unpowered home pregnant. He hung-up on me. So thanks Entergy I'll just have no power for the weekend because your agents are "too busy" to do their jobs.

  Business response

  05/25/2022

  Business Response /* (1000, 12, 2022/05/09) */ Entergy will be contacting consumer Business Response /* (1000, 15, 2022/05/09) */ The call made to our representative ****** was on a weekend, 3/26/22, and the representative isn't able to further investigate into the account on the weekends as it is beyond the scope of what she is able to investigate as calls being handled are emergency and outages so the representative suggested the customer download the Entergy APP to see if there was a billing issue. When the customer called back that same Saturday evening, a different representative ******* fielded the call and customer stated she was advised by ****** to try Entergy's APP due to billing issues. ******* then stated that provided it was a billing issue it would not be able to be resolved until Monday. The representative advised it is outage and emergency only over the phone line on the weekends and that the lines were busy at the moment. The representative did ask if the customer was without power and the customer stated she was calling Entergy to find out. The representative began to research the account; however, the call was disconnected/dropped. We regret that the call dropped and coaching has transpired.

*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. ↩