Frequently Asked Questions - Hurricanes Katrina and Rita
The following sections address questions and answers pertaining to Katrina and
Rita affected customers’ billing, payment and electric 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.
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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).
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Q. Will customers that were heavily impacted by Katrina continue to be
billed?
A. Due to Hurricane Katrina’s devastation, Entergy delayed
sending bills to customers in the New Orleans area. As we recover from the
storm, we are returning to our normal billing process. Customers in the
hardest hit areas will not be billed for electric service during the month of
September. Customers in the areas of the city that were not as hard hit were
sent an estimated bill for the billing cycle that falls between late August
and September. In the more severely damaged areas (East Bank of Orleans
Parish, Plaquemines and St. Bernard Parishes), customers will receive a bill
for usage through August 29 and any current balance for usage from previous
billing periods. Entergy will not charge customers for the month of September
in these areas. Where meter readers were able to read customers’ meters, a
bill will be sent for actual October usage.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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).
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Electric Service Restoration
Q. What do I need to do to get my electric service turned back on?
A. Entergy is working to secure dwellings and restore service safely. There
are three possibilities:
– Meter was removed - significant flooding and/or structural damage. These
dwellings will require inspection by a licensed electrician and permit from
the city before power can be restored. A letter was left at the dwelling
indicating that an inspection and permit are required before power can be
restored.
– Meter was booted and yellow seal placed on meter - minimal flooding, no
significant structural damage, but for safety reasons will require inspection
by a licensed electrician and permit from the city before power can be
restored. A letter was left at the dwelling indicating that an inspection and
permit are required before power can be restored.
– Breakers were turned off (or fuse pull-out inverted) - no apparent flooding
and/or structural damage and power can be restored without inspection or
permit required. A door hanger was left at the dwelling indicating that
breakers were turned off and instructing the customer to turn breakers on to
restore power. If power does not come back on, please call Entergy at
1-800-ENTERGY.
Note:
If you are not at the service location and cannot tell if meter was
removed or if it has a yellow tag, please have someone survey the location, so
you will be able to know what is required to have services restored.
Should your home or business be located in an area that does not yet have
electric service, Entergy will be calling customers in areas when we have
restored the service. Call 1-800-Entergy (368-3749) and provide our
representative with your name, account number and a phone number that Entergy
can reach you. You may also e-mail this information by
clicking here .
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Q. When will my power be restored?
A. Please call 1-800-368-3749 to
hear automated message regarding service restoration progress in your area.
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