We are positively furious. We have both been Florida Power and Light customers since 2006 when we moved here. Since then, we’ve lived at two addresses. We stayed at the first address for one year, then moved into a new place where we have both been for over a year now without change. Every month, my fiance receives our bills and pays them online. He did not notice this until yesterday, but we stopped receiving our power bill from FPL 2 months ago. He received a phone call stating that we were two months past due and our power would be shut off this morning. My fiance frantically searched the house, thinking he might have misplaced the bills, but of course did not find them. The customer service rep was inconceivably rude and claimed that they had NOT ceased to send us our bills, but rather, they were now going to our "new address." We haven’t moved in over a year. We explained that there must be some mistake, but she argued with him and said that someone had called and changed our billing address. Long story short, we spoke to several representatives including a Billing Supervisor who refused to give us any information about who called, when they called, and what address it was changed it. I was furious and demanded to know how they would allow anyone to call who is not authorized on the account and simply change our billing address. It seems like someone is lying here. The customer service reps said, "My system isn’t showing me any information about the change. I can just tell you that someone called and changed your billing address so we started to forward your bills to the new address." Also, FPL no longer takes VISA – they only take mastercard and they REFUSED to allow us an extension so we could mail them a check and pay the bill. We finally spoke to a VERY, VERY rude woman who said that we had been paying on a "closed account" – I’m not sure what this has to do with anything, but FPL has always accepted our payments since we moved. There is so much in this situation that I’m confused about. What might have really happened here? NO ONE would have called and changed our billing address. That’s the most ridiculous thing I’ve ever heard. We don’t really even know anyone here and we have a locked mailbox. I’m FURIOUS that they refuse to give us, authorized account holders, any information about this mysterious "change of billing address" and refuse to explain how this could have happened. We can’t switch power companies; they are the only service provider – which explains their AWFUL customer service and lack of regard. What can I do here? I have never been so outraged in my life. We spent 3 hours on the phone with them last night trying to get this figured out and everyone we spoke to, including a supervisor, was rude and refused to give us any information.
I was going to tell you to report the rude person but it seems like they all related. If and when you call and get this "Howard" on the phone report to him the rudeness you and your fiance received. Now try this ..get a copy of the last bill you received from them and look for an e-mail address you can find to look at your bill on line. If you can do this you should be able to find the address. If you cant find one be real nice and call the company and ask then how you can look at your bill on line try not to give your name or anything else or if that does not work ask a friend to ask about seeing their bill and then they can give you the information. Do you have a lawyer or police friend? Ask them to help you get that address. That way you will have something to work with. You can go to the location of the address but do not confront the owners of the address. Watch out as FPL may try to get you to put up a deposit. If you can get hold of your canceled canceled checks so you can show them. Hope this helps even a little bit.
