Florida Power & Light Customer Service Issues

In the initial month, the payment was returned as the account number was supposedly entered incorrectly on my part. The representative waived the $25 fee and gathered my account details over the phone to rectify the issue. Now in the second month, the payment is showing as "unable to locate." I have incurred an additional $25 charge, late fee, and have been unenrolled from autopay. It is puzzling as the previous payment went smoothly using the same autopay setup facilitated by the FPL customer service agent.

In March, I made a payment for my FPL bill using my American Express card through SPEEDPAY. The charge went through successfully, and I received a confirmation number from SPEEDPAY. However, on my next FPL bill, the payment was marked as "Returned," and I was charged a $40 fee. American Express confirmed the payment, but FPL claimed it was returned due to a bank account error. When I reached out to SPEEDPAY, they verified that the payment was sent to FPL. Despite contacting FPL, they insisted there was an error with my bank account details. They stated the payment was received on March 15th and returned on March 27th without providing a clear explanation for the delay. When I tried to make another payment through SPEEDPAY, I was informed of a credit card block on my account. The agent was unable to explain why the payment was returned as thousands of others had been processed successfully. I am unsure how to resolve this issue and would appreciate assistance. Thank you, Bradley Stern.

I purchased a water insurance policy from FPL Energy Services for a HomeServe Water policy in [redacted]. This morning, we noticed a water leak and discovered that the main waterline is cracked. I contacted the provided number at 8 AM, but the first person I spoke to couldn't find my file number and said they don't handle water line repairs. After a confusing call, another representative took my information and said a plumber would call within 2 hours. When I followed up two and a half hours later, I was told to wait for another 2 hours for a callback. I then reached out to the main office in CT, where I spoke to LISA, who connected me with Roosevelt, a supervisor in Tennessee. The contractor they assigned claimed to have called and left a message in the morning, which they didn't. They finally scheduled a plumber between 1 PM and 4 PM, but it's now 3:40 PM, and no one has shown up yet. As elderly customers without water, this experience is frustrating and disappointing.

I recently received a letter requesting a deposit and was informed that enrolling in auto pay could waive the deposit. However, upon signing up for auto pay, the deposit was still deducted. Since [redacted], I have rarely been late on my payments, with only a few instances due to business travel or personal challenges, like dealing with my spouse's recent passing. I am hoping to speak with a representative about this matter. Please contact me via phone at [redacted]. Thank you.

I recently switched from being an FPL customer to becoming a Duke Energy customer. I'm reaching out concerning an email I received from my bank, Bank of America, about an overdraft to my savings account from FPL for $[redacted].35. I want to clarify that I did not make this transaction since I am no longer your customer, and I wouldn't have used my savings for this purpose. I am seeking an explanation for this issue to understand how it occurred and to prevent it from happening in the future. According to my bank, the transaction was processed via Western Union, a service I do not typically use. I attempted to contact FPL using two different toll-free numbers but was unable to speak with a representative. I believe that it would be beneficial to have the option to speak with a live person in such situations. Thank you for your assistance. - J.A. Lang

I would like to make a formal complaint against FPL for increasing my deposit from $95 to $[redacted] without explanation. As a single mother with two children relying on one income, this unexpected expense has caused significant hardship. My attempts to inform FPL about issues with my bank account related to two check payments were unsuccessful, as I was unable to reach a live agent over the phone. I request a credit for the unexplained deposit additions to my account and plan to file a formal complaint regarding this situation. Yesterday, my power was disconnected due to this deposit that I could not afford. The financial strain caused by the compromised bank account, due to a gas and ATM skimmer, has left me struggling, impacting my ability to provide for my children. I am frustrated by FPL's actions and how they seem to take advantage of customers in such situations.

On Benfield Road in Naples, trees that were cut have been left behind on the ground, posing a risk of drying out and potentially causing more fires in the area. It is important to pick up the cut trees promptly. Additionally, trees were cut on our property that were not within your easement. We kindly request that the responsible party for hiring the company contact us to address the issue and assess the damage. We would appreciate an FPL representative reaching out to us for further discussion. Thank you. - M. and T. Waldeck Contact: [redacted] or [redacted]

My bill increased by $40. Previously, it was consistently around $[redacted], $[redacted], and $[redacted] for at least a year. When I inquired about the sudden increase, the customer service representative was unhelpful and condescending. Requesting a supervisor led to a confusing interaction where I ended up speaking to someone who wasn't a supervisor. Eventually, the call got disconnected after a failed attempt to reach a supervisor. The representative who claimed her name was Esmeralda was not forthcoming. The way customers are treated leaves much to be desired. I am concerned about the reason for the steep rise in my bill - is it a meter issue or unauthorized use? The lack of empathy and professionalism from the customer service team is disappointing.

I have noticed a significant increase in my electric bill within the past year without a clear explanation. My husband and I, who are both over 66 years old, live alone in our apartment and have even removed some appliances to reduce energy usage, but the bill remains high. I suspect that the new neighbors upstairs, who have been using their AC heavily, might be affecting our electricity consumption. Despite our efforts to conserve energy and keep our AC below 75 degrees due to my allergies and asthma, the bill keeps rising. I would appreciate it if someone could inspect our apartment to identify any issues and help us understand if there is something we are overlooking. We are eager to address this problem as soon as possible.

I have been dealing with constant harassment regarding a bill that does not belong to us due to inaccurate information in Melbourne, FL, although we reside in Venice, FL. Despite contacting the final billing department five times, they advised me to disregard any future emails regarding this matter, explaining it as a computer error that should resolve itself. However, we have now been contacted by a collection agency, demonstrating that FPL has not rectified this confusion on an account unrelated to us. I have made four unsuccessful attempts to reach the final billing department for a resolution today. "Orlando," a representative from previous conversations, confirmed the misinformation on the Melbourne account and assured me that our account is in good standing. Nonetheless, it appears that our details have not been removed from the incorrect account as promised.

I am trying to reach a representative but have been unsuccessful as none are available through the four different numbers I have tried. I did not receive my monthly bill this month, yet I am being charged $[redacted].24 for the power, with an additional $[redacted].47 for reconnection. The reconnection fee of $13 seems unjustified as the bill was not received due to your responsibility to send it. My previous bill from September, due on the 17th, was paid on the 13th for $[redacted].89, but when I inquired, the amount stated was $[redacted].98. This inconsistency raises concerns about the reliability of the company. I apologize for the directness of my message, as I would have preferred discussing this with a representative.

I am Bobbie Fein, the daughter of Lillian Share whose account number is 77[redacted]3. My mom has been in the hospital and rehab for six weeks, which is why I am trying to pay her FPL bill on her behalf. Unfortunately, she is currently unable to access her mail as she is not at home. I reside in Illinois while my mom is in Florida. Each time I call FPL, I am unable to reach a live person to make the payment because the automated system requests digits from my mom's social security number, which I do not have at the moment. It's extremely frustrating that I can't pay her bill as there seems to be no way to speak to a live representative at FPL.

I live in a duplex and have been dealing with a faulty AC since the start of the season. As a result, my monthly bill has nearly doubled. Despite my landlord being aware of the issue back in March, it was only replaced on October 17th. This change has significantly impacted my energy usage chart. Struggling to manage the inflated bills along with my rent, I believe the responsibility for the high costs shouldn't entirely fall on me, given the landlord's awareness of the situation and ownership of the property. My attempts to communicate this concern to her, given her age of 86, have been unsuccessful. Additionally, my neighbor in the mirrored duplex unit maintains similar temperature settings but has consistently lower bills. Being disabled, I cannot afford to go without power. I'm uncertain about the next steps and would appreciate any guidance on how to address this issue.

I recently moved from [redacted] Wildwood Drive to [redacted] Twin Fox Trail in St. Augustine. I was 9 months pregnant when I did, still working. The move took about 3 weeks, and I needed power at both locations during the transition. The final bill for the Wildwood address was unexpectedly high at $[redacted], which I thought would be lower since I wasn't living there. I planned to pay it off gradually. However, after my baby was born on October 18th via c-section, I had complications requiring additional surgery, and I won't be back to work until late November. I tried to pay the $70 current charges at my new address online but found the old balance had been transferred over. I requested an extension, but it only goes until November 13th, which I won't be able to meet. I'm hoping a supervisor could consider an exception due to my medical situation. I'm willing to provide documentation if needed. My name is Kelli Adams.

A piece of heavy equipment encroached on my property to remove an old power pole, resulting in damage that needs to be addressed. A crucial cap for the sewer line's access pipe was removed and lost during the process. The crew might have unintentionally displaced it. The exact replacement for this cap is unknown to me, and I seek the company's assistance in rectifying this issue. The heavy machinery left deep parallel ruts along my lawn, causing the cap to get run over and presumably damaged. This unfortunate incident transpired while I was away; however, my spouse adeptly documented the damages with photographs, showcasing the ruts crossing the access pipe and the missing cap. Furthermore, a small avocado tree was upended and replanting efforts have been unsuccessful. I am requesting a replacement for the avocado tree.

After using FPL's service for a brief period, my automatic payment was deactivated without my consent. Consequently, my bill was paid late, and now FPL is requesting an additional deposit or threatening to disconnect my services. This issue was caused by FPL or their system, and I should not be held responsible for paying extra fees for a problem not of my making. I am willing to pay for the electricity consumed and even consider prepaying six months in advance. However, FPL should not expect me to cover the costs of a situation they brought about. I expect FPL to acknowledge their error, waive the redundant deposit, and allow me to reactivate auto-pay without requiring the deposit. I refuse to resume auto-pay until this matter is resolved. FPL must take responsibility for the problem they created and not burden me with additional charges.

I had an unsettling experience with an FPL contractor who came to read my meter recently. Despite encountering a locked gate, the contractor took it upon himself to open my front door without my permission, which raised concerns for me as a homeowner. This situation was made more alarming considering I have a large protective dog on the premises. I am wondering if this behavior is authorized by FPL when they are unable to access the meter due to a locked gate. Additionally, the contractor accused my son of hindering the meter reading process, even though it only took a short time to locate the gate key. My son apologized, but the contractor insisted it was too late as he was reporting that I had refused access to the meter. I am also curious if FPL equips their workers with keys to handle situations like these. Could you please confirm if this individual was indeed dispatched by FPL to my address recently?

I prefer to pay both my FPL bills with one check. However, the recent payment credited the full amount to my residential bill and none to the outside light bill, resulting in a $5 late fee. I understand the process but would like the late fee waived. The FPL account numbers are as follows: [redacted] for the outdoor light and [redacted] for the residential. Please review these accounts for clarification. Thank you.

I recently had construction done to expand my garage, which resulted in the electric meter being relocated inside it. FPL needs to disconnect the old meter and connect the new one, but they have been missing their appointments consistently. Despite my contractor completing the wiring and Collier County approving it on 1.23.19, FPL has failed to show up as scheduled. When they did come once before, they left without completing the task, even though my electrician was ready to address the minor issue they pointed out. This delay is causing considerable issues for me as my insurance company requires the meter to be updated before issuing a homeowner's policy.

I recently received a final notice threatening service discontinuation if payment is not received by 2/25. The original due date was 2/14, but due to unexpected circumstances, the check was only sent out on 2/19. Despite being technically late, I believe it was rushed to send a warning notice so quickly. I have always been prompt with my payments. My worry is that the payment sent on 2/19 might not arrive by 2/25, even though I am in Florida. I attempted to contact Customer Service but was directed to an automated system with no option to speak to a representative. I also tried a number listed online that claims to connect to a live person, but encountered the same automated message. I am extremely frustrated by this poor service and am eagerly awaiting your prompt response. Thank you. [redacted] - Address: [redacted] Sky Pine Way, G1, Greenacres, FL