Gulf Power Customer Service Issues

I contacted Gulf Power this morning regarding an issue, but my husband and I encountered an unpleasant customer service agent. We called at 9:30 am on 12/07/[redacted] using the number [redacted]. The agent refused to provide her name and abruptly ended the call. We asked for assistance with moving our electric lines to the new pole they installed, as the job appeared incomplete. Despite our explanation, she was unhelpful and seemed uninformed about electric poles and wires. After speaking to a more knowledgeable man later, it was confirmed that the job was indeed unfinished, leaving our lines vulnerable. We are concerned about the safety of our electric lines, especially with impending storms. We hope for a callback or email from a customer service supervisor to address this issue promptly. Thank you, Keith and Carol Romigh.

I have been attempting to address the damage caused by one of your contractors to my fence. Despite numerous attempts to contact them, Buford Tree Service has not responded to schedule an inspection or return any of my messages. I feel neglected considering the upcoming rate increase. The contractor, under your employ, is liable for the damages. I have been receiving evasive responses from everyone involved. The repair cost for my fence is estimated to be around $60.00. I request prompt action for the repair or I will pursue legal action to recover the full replacement cost of my fence. I insist on having someone other than Robert, the supervisor, handle this situation. Please facilitate a prompt resolution without transferring me to different departments as I have already tried to resolve this several times.

I am having issues receiving bills from Gulf Power in the mail. Instead, I keep getting notices threatening disconnection if I don't pay. I would like to receive a bill in the mail to ensure I can pay on time. If Gulf Power can email me about the problem, they should be able to email me the bill too. I've tried numerous times via email and letters to request a bill from Gulf Power but have had no success. I even received two disconnect notices at once recently. I have to call Gulf Power every time to inquire about the amount owed, only to be told they are sending bills to the wrong address. My address is [redacted] East County Highway 30A, Unit [redacted], Inlet Beach, FL [redacted]. I've contacted the post office many times. Please send my bill via email to avoid further inconveniences. Thanks! :-)

I am seeking assistance with getting the power activated at my residence located at [redacted] Goodlake Dr, Lynn Haven, FL [redacted]. The new account number is [redacted]. The county has completed the inspection and forwarded it to Gulf Power twice last week. Mastec has also come to install the underground wiring from the power pole to the meter pole yesterday. However, when I contacted Gulf Power customer service today, I was informed that they were still waiting for the line to be installed, even though it was completed yesterday. Could you please take any necessary steps to expedite the process of turning on the power at my property this week? Thank you, Pam Goodlake

I am in the process of buying a property in Cantonment. The vacant lot I am interested in is located beside [redacted] McKenzie Road [redacted]. I am unsure about the process of getting power to this lot since it seems no power has been connected there before. I am looking for assistance in assessing what needs to be done, including potentially installing poles. Can someone arrange a meeting with me onsite to discuss this further and provide guidance on how to proceed? Thank you.

Hello, I need assistance viewing my bill as I am experiencing difficulties due to issues with Doxo and other interferences on my computer. My bill for the last 5 months seems unusually high even though I made an effort to minimize my usage by not using heat or air conditioning. Last month, the bill was unexpectedly high despite my efforts. This month, the bill is even higher at $[redacted]+. I used the appliances sparingly, only using a small portable heater for a few hours on a couple of days and the air conditioner for a short time. I would appreciate it if you could review and correct this issue as it seems there may be a mistake in the billing. I am 78 years old, living on a tight budget, and cannot afford such high bills given my minimal energy usage.

I have encountered issues with Gulf Power misplacing my payment checks. Despite numerous attempts to resolve this problem through their customer service, I have not been successful. As a homeowner in Pensacola, Florida, I maintain two electric accounts with Gulf Power, specifically account numbers 21[redacted]9 and 21[redacted]4. For the past two decades, I have consistently sent my payments via mail on time, including both checks together in one envelope with the relevant remittances for each account. On June 28, I sent out two payments to Gulf Power as per my usual practice, due on July 1. Upon checking my bank statement on July 3, I noticed that while check number [redacted] for $[redacted].90 towards account 21[redacted]9 had been processed, check number [redacted] for $[redacted].99 towards account 21[redacted]4 had not cleared. After verifying on July 6 that the second check had still not been processed, I contacted Gulf Power via their toll-free customer service number. Despite facing challenges navigating the automated phone system, I eventually spoke to a representative. The interaction was frustrating as the representative spoke softly, making it difficult to communicate effectively. Upon suggesting a hardship extension as the only solution, I resorted to stopping payment on check [redacted] and sent a replacement check [redacted] for $[redacted].99 to Gulf Power. This incurred a $30 stop payment fee. As of July 13, neither check [redacted] nor [redacted] has been processed by my bank, resulting in my bill remaining unpaid. I understand errors happen, but Gulf Power's inefficiency in addressing this simple issue is concerning. The resolution I seek is for Gulf Power to locate and apply check [redacted] to account 21[redacted]4 without penalties for late payment. Additionally, I expect a $30 credit from Gulf Power for the stop payment fee incurred due to their mishandling of check [redacted].

I am having trouble reaching your customer service team by phone and there is no fax number or email listed. I need to confirm a deposit refund for Papa John's International, Inc., acct #[redacted], at [redacted] Panama City Beach Pkwy Ste [redacted]. We've had a credit of <$[redacted].60> for several months, which appears to be a refund of our $[redacted].00 deposit made in June [redacted], plus an interest refund of <$[redacted].60>. As per your policy, business deposits are refunded after 36 months of good payment history. Kindly contact me to verify this information so I can properly allocate the credit to the account. You can reach me at [redacted] or [redacted]. I would appreciate prompt assistance with this matter. Thank you and have a great day. Best regards, Kristin Gurley, Billing Specialist at ENGIE Insight for Papa John's International Inc.

Since April 1, [redacted], I've been residing in my current home. Despite having had an account in the past, I'm unable to access it online as my SSN isn't recognized. I attempted to resolve this issue both over the phone and online to no avail. Surprisingly, I have yet to receive a Gulf Power bill. I've resorted to paying $[redacted] monthly through my bank's "bill pay" service, but I prefer receiving actual bills. It's frustrating not being able to speak to a person directly. In June, I visited the Pensacola office and, with the assistance of a staff member (who had limited English proficiency), obtained my account number. However, due to COVID-19, it's challenging to linger in public spaces. I urgently need help to reach a human representative and straighten out this situation.

I am disappointed by a recent interaction with an employee at Ft Walton Beach/Destin. I provided services including house repairs and painting with top-of-the-line paint, totaling $[redacted]. Regrettably, the employee, Cole Williams, has failed to compensate me for my work and even kept the materials. It is disheartening to be taken advantage of in this manner. I believe it is important for him to at least reimburse the cost of the paint. As someone who is reportedly well-paid by Gulf Power, he should display better moral conduct. I hope for a resolution to this situation.

I am concerned about my current bill of $[redacted].00 this month. Despite contacting customer service twice since July, the issue remains unresolved and our bill continues to escalate each month. Lee Anna previously promised to address the matter, but it remains unresolved. The stress of this increasing bill is overwhelming. Last year at this time, we paid only $[redacted].23 monthly. As retirees on fixed incomes, we cannot afford these rising costs. We are conscious of our energy usage, even turning off the AC overnight to save electricity. Please assist in lowering our bill. Your prompt attention to this matter would be greatly appreciated. Thank you, Mrs. Louis Borek. [redacted]. Looking forward to your response.

When enrolling in the new online payment plan, I inadvertently used my husband's information as the head of the household. Caring for him since his dementia diagnosis in [redacted], while working full-time, led to me making a mistake with his Social Security number during a late-night bill payment session. The confusion arose from me entering a 9 instead of the correct digit in his Social Security number, which is [redacted] 58 [redacted]. Amid the challenges of the COVID-19 pandemic, reaching someone for assistance was proving difficult. Your help in resolving this issue promptly would be greatly appreciated.

My name is Ray W. Overton, residing at [redacted] Runnymede Road, Pensacola, with Gulf Power Account #21[redacted]0. I spoke with your representative, Josh, on January 4th at 11:40 A.M., regarding an issue post-Hurricane Sally. Despite assurances of a callback, I have not received any communication as of today, January 11, [redacted]. In our locality, tree cutters working to clear limbs obstructing power lines inadvertently secured a Cox cable line to a high voltage line. Cox has repaired their cable but advised me to contact Gulf Power to disconnect it from the high voltage line promptly. This is a brief task requiring attention. If possible, kindly assist me in this matter. You can reach me at [redacted]. Thank you. Ray W. Overton

I would like to request my Gulf Power bill to be sent by mail each month. Despite speaking with a Gulf Power representative last month to confirm this, I continue to receive my bill via email, which I am not enrolled in. I called customer service on May 12 and was informed that my bill was dated May 10 and should arrive within 2 days. However, as of May 14, I have yet to receive it. I have not encountered issues receiving other mail at my address in the past 40 years, ruling out a postal problem. This is the third consecutive month without a paper statement. Please address this issue promptly or provide an explanation. My address is [redacted] N. Roberts Circle, Pensacola, FL [redacted]. The account number for the power bill is #[redacted] under Lance S. Burklund. Thank you.

I have only been receiving an e-bill from Gulf Power via my email, which has been my address for 40 years. I used to get a statement by mail, but for the past 6 months I've only received electronic bills. Despite calling customer service monthly to request a mailed statement, I keep getting reassurances that it will be resolved. It's now June 9, [redacted], and I received another email saying my e-bill is ready. I prefer to receive a physical bill by mail, as I have for the past four decades. I want to resolve this issue and continue mailing my payments from my long-standing address. Please reach out to me at [redacted] or [redacted] North Roberts Circle, Pensacola, FL [redacted]. My email is [redacted] My Gulf Power account number is [redacted]. Thank you, Cindy B.

I've been struggling to receive my first bill from the utility company. Despite multiple calls, I've been told my account was supposed to be reviewed, and I should receive a bill on the next cycle. The property was transferred to us after 5 pm on April 30, [redacted], with the new account set up on May 3, [redacted], due to new construction. It's now July 9, [redacted], and although the $27 hookup fee for the new account is visible, it hasn't been included in the bill as expected. I'm at a loss as to how to proceed and would appreciate any assistance in resolving this issue.

Dear team, I’m reaching out for the first time due to challenges related to Covid. I'm seeking an extension for the following bills: 1. Sherry K Faison [redacted] Highway 79 Vernon, Fl [redacted] Acct#[redacted]–[redacted] 2. Lonnie Faison [redacted] Shell Landing Rd Vernon, Fl [redacted] Any assistance with granting an extension during this difficult time when my mom is hospitalized would be greatly appreciated. We have always been diligent about paying our bills, and now we are requesting some flexibility until we can manage these circumstances. This situation is unexpected, and any support or guidance you can provide will be sincerely valued. Thank you for your understanding. Warm regards.

I need assistance with an underground line exposed during Hurricane Sally. I am repairing the area and seeking advice on how to prevent future digging under the concrete pad and retaining wall. An engineer suggested running conduits under the elevated walkway for future needs, but it appears Gulf Power may already have a conduit there. The situation is unique, so I would appreciate a phone call to discuss further. Thank you, Cindy Smith [redacted] [redacted] Pensacola, FL [redacted]

Regarding Acct 21[redacted]6, I, Wilma S., share expenses with a roommate. We each paid $94.50 towards the $[redacted].00 Sept bill. However, the Nov. bill only credited one payment of $94.50. Customer service informed me of a new policy allowing only one check per account. I was surprised they didn't return the extra check. Receieved a dunning notice threatening to cut off power. Disappointed with Gulf Power's customer service and payment policies. Would switch companies if possible. Not a fan of Gulf Power's service at the moment.