Frequently Asked Questions - Hurricane Rita
The following sections address questions and answers pertaining to Katrina and
Rita affected customers’ billing, payment and electric-gas restoration issues.
Billing
Q. Why was my bill estimated?
A. For Katrina and Rita affected
customers, due to the hurricanes, most customer meter readings were estimated,
as most meter reading personnel were temporarily assigned to storm response
duty. For areas significantly affected by Hurricane Katrina, no usage is
assumed after August 29. For areas significantly affected by Hurricane Rita,
no usage is assumed after September 24.
Sending estimated bills out now is preferable to holding bills for one month
and sending customers a bill equivalent to two months consumption the
following month, thus causing budgeting problems for our customers.
Back to Top
Q. Can I get an extension?
A. Many Entergy customers are facing
unexpected hardships as a result of Hurricanes Katrina and Rita that may
impact your ability to make planned payments for your utility service. We
recognize that each customer’s situation and needs are unique, and we are
anxious to understand those circumstances in an effort to ensure we work
together towards a common solution. Customers seeking to understand your
account status and payment options should contact us at 1-800 ENTERGY
(1-800-368-3749).
Back to Top
Q. I think my house is damaged or flooded, but I have not been able to get
in and find out. Do I need to have my service turned off?
A. Service
should not be discontinued if you think that you will need electrical service
when Entergy restores power to your house.
Back to Top
Q. Can we stop a draw draft and start up later? Can we stop draw draft for
only one month? Is Draw Draft operational in all Entergy areas?
A. If
you stop draw draft, you will have to re-enroll at a later date if you wish to
re-instate the service. If the draft is scheduled to draw within 7 days, the
current draft has been sent to the bank for processing and we may not be able
to stop it.
Back to Top
Payments
Q. Why haven’t I received credit for the payment I mailed, or why haven’t
you cashed my check?
A. Yes, we understand there is a problem with
mail delivery of Entergy payments, and expect resolution quickly. Please use
our automated telephone system to check your account balance later in the week
to determine if your missing payment has been received.
Back to Top
Q. What if my payment is returned in the mail?
A. I would encourage
you to resend – the US Postal Service assures us this is a one time issue and
next month should not be a problem, pay at a Quick Pay Center or take
advantage of our on-line billing service.
Back to Top
Q. Will my service be interrupted if I do not make another payment?
A. Any subsequent bills you receive would show the amount in question as a
previous balance if the payment has not been delivered by the Postal Service.
However, we would mail you a late notice, sometimes called a disconnect
notice, before your service is ever interrupted.
Back to Top
Q. Should I stop payment on the check I mailed you previously?
A.
We would encourage you to discuss the pros and cons of stop payment with your
bank. If your check is ultimately received by Entergy, we would process the
check and credit your account, so you will not lose the money.
Back to Top
Q. I cannot afford to make another payment, and have that first payment
arrive and be posted too. Will Entergy pay the stop payment fee at my bank?
A. Because the check you mailed is still in the hands of the Postal Service,
we are unable to compensate you for bank charges if you elect to stop payment
on a check you mailed. Since the hurricanes had such a widespread impact, you
should discuss the issue with your bank, and ask for special consideration
because of this unusual event.
Back to Top
Q. Should I continue mailing payments to New Orleans?
A. Yes. The
US Postal Service is redirecting our mail for remittance processing. Simply
send your payment in the remittance envelope provided. Mail-in payments are
successfully posting at our alternate processing site.
Back to Top
How do I contact the US Postal Service about problems with a Change of
Address form?
Due to the large volume of "Change of Address" forms
that were filed with the Postal Service after Hurricanes Katrina and Rita, and
the subsequent Change of Address forms being filed as people return, the
Postal Service is experiencing a delay updating the postal system program
which provides address changes to Entergy. This delay may result in invalid
mailing addresses being assigned to Entergy customers' accounts.
If you submitted a Change of Address form to the Postal Service and you are
having problems with your mailing address, please call the Postal Service at
1-800-238-3150 and select option 3 (the NCOALink / FastForward option).
Back to Top
|
