{"id":10134,"date":"2021-10-13T16:45:14","date_gmt":"2021-10-13T21:45:14","guid":{"rendered":"https:\/\/slls.org\/?p=10134"},"modified":"2023-09-05T22:29:31","modified_gmt":"2023-09-06T03:29:31","slug":"dealing-with-mistakes-on-your-new-orleans-entergy-bill","status":"publish","type":"post","link":"https:\/\/slls.org\/en\/dealing-with-mistakes-on-your-new-orleans-entergy-bill\/","title":{"rendered":"Dealing with Mistakes on Your New Orleans Entergy Bill"},"content":{"rendered":"<div id=\"pl-10134\"  class=\"panel-layout\" >\n<div id=\"pg-10134-0\"  class=\"panel-grid panel-no-style\" >\n<div id=\"pgc-10134-0-0\"  class=\"panel-grid-cell\"  data-weight=\"1\" >\n<div id=\"panel-10134-0-0-0\" class=\"so-panel widget widget_sow-editor panel-first-child panel-last-child\" data-index=\"0\" data-style=\"{&quot;background_image_attachment&quot;:false,&quot;background_display&quot;:&quot;tile&quot;,&quot;so_cpt_readonly&quot;:&quot;&quot;,&quot;animation_event&quot;:&quot;enter&quot;,&quot;animation_screen_offset&quot;:&quot;0&quot;,&quot;animation_duration&quot;:&quot;1&quot;,&quot;animation_repeat&quot;:&quot;&quot;,&quot;animation_hide&quot;:true,&quot;animation_disable_mobile&quot;:&quot;&quot;,&quot;animation_state_end&quot;:&quot;visible&quot;,&quot;animation_delay&quot;:&quot;0&quot;,&quot;animation_debounce&quot;:&quot;0.1&quot;}\" >\n<div class=\"so-widget-sow-editor so-widget-sow-editor-base\">\n<div class=\"siteorigin-widget-tinymce textwidget\">\n<h6><em>The information provided on this post does not, and is not intended to, represent legal advice. All information available on this site is for general informational purposes only. <\/em>If you need legal help, you should contact a lawyer. You may be eligible for our free legal services and can apply by calling our Covid Legal Hotline at <strong><a href=\"https:\/\/slls.org\/covid-19\/\">1-844-244-7871<\/a><\/strong> or applying online<strong> <span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/lastate.kempscaseworks.com\/\">here<\/a>.<\/span><\/strong><\/h6>\n<p>You have a right to fight charges on your bill from Entergy that are wrong.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>How do I tell Entergy if I think there\u2019s a mistake on my bill<\/strong><strong>?<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>Report the problem with your bill as soon\u00a0 as you can.<\/p>\n<p>Do not wait.<\/p>\n<p>You could lose some of your rights if you wait too long to report a problem with your bill.<\/p>\n<p>Contact Entergy\u2019s Customer Service Department to report the problem with your bill.<\/p>\n<p>&nbsp;<\/p>\n<p>Entergy Customer Service hours are Monday through Friday from 7:00 a.m. to 7:00 p.m.<\/p>\n<p>You can call Entergy at (800) 368-3749.<\/p>\n<p>You can reach Entergy online at: <span style=\"text-decoration: underline; color: #138a43;\"><strong><a style=\"color: #138a43; text-decoration: underline;\" href=\"https:\/\/www.myentergy.com\/s\/support\">https:\/\/www.myentergy.com\/s\/support<\/a><\/strong><\/span><strong>.<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p><strong>What happens after I tell Entergy about my billing problem?<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>Entergy will give you a reference number for your complaint.<\/p>\n<p>An Entergy Customer Service Manager should review your complaint.<\/p>\n<p>Entergy may fix the problem at that stage.<\/p>\n<p>You may get a written decision from Entergy by certified mail.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>What do I do if I disagree with Entergy\u2019s decision?<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>Do not delay in taking your issue to the next level if you do not agree with Entergy\u2019s written decision.<\/p>\n<p>Do not miss the deadline to \u00a0challenge Entergy\u2019s written decision.<\/p>\n<p>You must fill out and file a form to make your formal complaint.<\/p>\n<p>Get the form \u00a0from the \u00a0Utilities Regulatory Office of the New Orleans City Council.<\/p>\n<p>The office is at \u00a0Room 6E07 of City Hall.<\/p>\n<p>The phone number for the Utilities Regulatory Office is (504) 658-1110<\/p>\n<p>Be careful when you fill out the form.<\/p>\n<p>Be sure to include any other papers or other things you need for your complaint.<\/p>\n<p>File your form and related materials by the deadline.<\/p>\n<p>You can bring the form and any other related papers \u00a0in person to the Utilities Regulatory Office.<\/p>\n<p>You can send in the form and related papers by fax.<\/p>\n<p>The fax number for the Utilities Regulatory Office is (504) 658-1117.<\/p>\n<p>Again, you must file your written form within 10 days of you getting Entergy\u2019s written decision:<\/p>\n<p>Your written form must include certain information or you may lose.<\/p>\n<ul>\n<li>Ask to have an Administrative Hearing on your complaint!<\/li>\n<li>Attach a copy of Entergy\u2019s written decision.<\/li>\n<li>Give your permission to have Entergy share information about your account with the Utilities Regulatory Office.<\/li>\n<li>Give the details of your complaint. Include information about \u00a0any regulations Entergy did not follow.<\/li>\n<li>Say how the problem could be fixed. Attach copies of any papers that relate to your complaint.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>Entergy should get notice of your complaint within three (3) business days. .<\/p>\n<p>Entergy gets 3 business days to reply.<\/p>\n<p>A Complaint Officer will review your complaint.<\/p>\n<p>The Complaint Officer will decide if your complaint gets \u00a0an Administrative Hearing.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>I was given an Administrative Hearing, now what?<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>Different things can happen at the Administrative Hearing level,<\/p>\n<p>The Complaint Officer for your complaint can offer \u00a0a settlement.<\/p>\n<p>You and Entergy will have to agree to the settlement.<\/p>\n<p>If you and Entergy do not work things out, the next step is a hearing.<\/p>\n<p>You will get notice of the hearing.<\/p>\n<p>The notice should tell you the date time and place of the hearing.<\/p>\n<p>The hearing should happen in 20 to 30 days.<\/p>\n<p>Hearings are \u00a0during regular business hours.<\/p>\n<p>Regular business hours for hearings are between 9:00 a.m. and 5:00 p.m., Monday through Friday.<\/p>\n<p>Hearings \u00a0normally take up to 1\u00bd hours.<\/p>\n<p>If you do not show up for your hearing, you can lose.<\/p>\n<p>Your complaint may be tossed out.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>What happens after a hearing?<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>You will get a hearing decision in writing.<\/p>\n<p>You should get the written decision within 15 calendar days after the hearing.<\/p>\n<p>The decision will say what the Complaint Officer decided about the dispute.<\/p>\n<p>The decision will say if the Complaint Officer found your rights were violated.<\/p>\n<p>The decision will say if the Complaint Officer \u00a0found \u00a0\u00a0that Entergy broke any regulations.<\/p>\n<p>The decision will give reasons for the Complaint Officer\u2019s findings.<\/p>\n<p>The decision will say what can be done to fix the problem.<\/p>\n<p>The decision will say if there was an agreement to fix the problem before or during the hearing.<\/p>\n<p>The decision will spell out the terms of any agreement reached to fix the problem.\u00a0 .<\/p>\n<p>Sometimes problems are fixed by setting up a monthly payment plan.<\/p>\n<p>The amount due under a payment plan would be on top of \u00a0your regular monthly bill.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>What if I do not get an Administrative Hearing?<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>Some things can stop you from getting a hearing.<\/p>\n<p>These things can include:<\/p>\n<ul>\n<li>More than 90 days passed before you filed a complaint with Entergy.<\/li>\n<li>You didn\u2019t ask for an Administrative Hearing in your formal written complaint with the Utilities Regulatory Office.<\/li>\n<li>Your dispute may not be the kind that gets an Administrative Hearing.<\/li>\n<\/ul>\n<p>Disputes that do not get hearings can include:<\/p>\n<ul>\n<li>Disputes about a voluntary deferred repayment plan with Entergy, or being refused\u00a0 this kind of plan<\/li>\n<li>Problems because you do not have money for your bill<\/li>\n<li>Disputes about how energy rates are set<\/li>\n<li>Disputes about unlawful use of Entergy services and\/or damages to Entergy\u2019s equipment<\/li>\n<li>Disputes about unauthorized sale of services or any violation of laws<\/li>\n<li>Disputes about Entergy\u2019s right to collect for undercharged usage, unlawful usage, or damages<\/li>\n<li>Disputes concerning your complaint about a high bill if Entergy tested your meter, found it to be accurate, or you refused to let Entergy test your meter<\/li>\n<li>Disputed because your services were denied or cutoff due to a danger to public health or safety<\/li>\n<li>Disputes over your security deposit<\/li>\n<li>A claim for damages or loss because of something Entergy did is another kind of issue that does not get an Administrative Hearing.<\/li>\n<\/ul>\n<p>Here is more information about utility complaints and appeals. Review the information at the link below carefully.<\/p>\n<p><span style=\"text-decoration: underline; color: #138a43;\"><strong><a style=\"color: #138a43; text-decoration: underline;\" href=\"https:\/\/cdn.entergy-neworleans.com\/userfiles\/content\/docs\/Customer_Rights.pdf\">https:\/\/cdn.entergy-neworleans.com\/userfiles\/content\/docs\/Customer_Rights.pdf<\/a><\/strong><\/span><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<style type=\"text\/css\" class=\"panels-style\" data-panels-style-for-post=\"10134\">@import url(https:\/\/slls.org\/wp-content\/plugins\/siteorigin-panels\/css\/front-flex.min.css); #pgc-10134-0-0 { width:100%;width:calc(100% - ( 0 * 30px ) ) } #pg-10134-0 , #pl-10134 .so-panel { margin-bottom:30px } #pl-10134 .so-panel:last-of-type { margin-bottom:0px } @media (max-width:780px){ #pg-10134-0.panel-no-style, #pg-10134-0.panel-has-style > .panel-row-style { -webkit-flex-direction:column;-ms-flex-direction:column;flex-direction:column } #pg-10134-0 > .panel-grid-cell , #pg-10134-0 > .panel-row-style > .panel-grid-cell { width:100%;margin-right:0 } #pg-10134-0 { margin-bottom:px } #pl-10134 .panel-grid-cell { padding:0 } #pl-10134 .panel-grid .panel-grid-cell-empty { display:none } #pl-10134 .panel-grid .panel-grid-cell-mobile-last { margin-bottom:0px }  } <\/style>\n","protected":false},"excerpt":{"rendered":"<p>The information provided on this post does not, and is not intended to, represent legal advice. All information available on this site is for general informational purposes only. 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