{"id":"fpl","page":"https://escalate.alexgaoth.com/#/c/fpl","html":"https://escalate.alexgaoth.com/c/fpl/","generated":"2026-10-15","company":{"id":"fpl","name":"Florida Power & Light Company","aliases":["Florida Power and Light","FPL Northwest FL"],"sector":"utility","website":"https://www.fpl.com","notes":"Electric utility for much of Florida, including Northwest Florida (served under the FPL Northwest FL pages). Regulated by the Florida Public Service Commission; FPL's tariff says meter tests follow the commission's methods. FPL opened an online Assistance Center at FPL.com/Assistance on August 31, 2026.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service","value":"+1-888-988-8249","hours":"Monday to Friday, 8 a.m. to 7 p.m.; Saturday, 9 a.m. to 5 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.fpl.com/contact.html","last_verified":"2026-10-12"},{"id":"outage-phone","type":"phone","label":"Report an outage","value":"+1-800-468-8243","hours":"Anytime","purposes":["service_outage"],"source":"https://www.fpl.com/contact.html","last_verified":"2026-10-12"},{"id":"general-mail","type":"mail","label":"Standard mailing address","value":"FPL, General Mail Facility, Miami, FL 33188-0001","purposes":["billing_error","deposit_refund","poor_service"],"source":"https://www.fpl.com/contact.html","last_verified":"2026-10-12"},{"id":"payment-extension","type":"portal","label":"Request a payment extension online","value":"https://www.fpl.com/my-account/payment-extension.html#PextRequest","purposes":["disconnection"],"access":"login","notes":"Confirmation appears online at once; an email follows the next business day.","source":"https://www.fpl.com/account/bill/payment-extension.html","last_verified":"2026-10-12"},{"id":"assistance-center","type":"portal","label":"FPL Assistance Center (payment extension, Care To Share, Bill Extender, Budget Billing, LIHEAP)","value":"https://www.fpl.com/assistance.html","purposes":["disconnection"],"source":"https://newsroom.fpl.com/2026-08-31-FPL-Launches-New-Assistance-Center,-Making-It-Easier-for-Customers-to-Find-Ways-to-Get-Help-and-Save","last_verified":"2026-10-12"},{"id":"care-to-share-apply","type":"web_form","label":"Care To Share emergency bill assistance application (The Salvation Army)","value":"https://sahelp.org/","purposes":["disconnection"],"notes":"Third-party site run by an FPL agency partner. Other local partners are listed at https://fpl.findhelp.com/v2/favorites/public/fpl-care-to-share","source":"https://www.fpl.com/assistance/care-to-share.html","last_verified":"2026-10-12"},{"id":"mesp-email","type":"email","label":"Medically Essential Service program application (Part A customer, Part B Florida physician)","value":"FPL-MESP@fpl.com","purposes":["disconnection"],"source":"https://www.fpl.com/support/medically-essential-service.html","last_verified":"2026-10-12"},{"id":"mesp-mail","type":"mail","label":"Medically Essential Service program application by mail","value":"FPL, Attention Medically Essential Service program CSF/GO, PO Box 029100, Miami, FL 33102-9100","purposes":["disconnection"],"source":"https://www.fpl.com/support/medically-essential-service.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor"},{"rung":"written_complaint","channel":"general-mail","note":"FPL publishes no complaint form or email."},{"rung":"state_agency","agency_kind":"utility_commission","note":"Florida Public Service Commission."},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"billing_error","summary":"Dispute with FPL first; meter tests and adjustments follow Florida Public Service Commission rules.","evidence":["the bill","meter readings","earlier bills","notes of each call"],"steps":[{"do":"Call customer service. Ask whether the reading was estimated and ask for a correction or a meter test.","channel":"customer-service-phone"},{"do":"Put the dispute in writing if the call does not fix it.","channel":"general-mail"},{"do":"Escalate to the Florida Public Service Commission."}],"facts":[{"kind":"policy","claim":"FPL's tariff says meter tests and billing adjustments for inaccurate meters follow the methods and procedure prescribed by the Florida Public Service Commission.","issues":["billing_error"],"source":"https://source.fpl.com/rates/pdf/electric-tariff-section6.pdf","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Bills are delinquent after 20 days and service can be cut after 5 working days' written notice; ask for an extension, apply for Care To Share, and enroll in Medically Essential Service if it applies.","evidence":["disconnection notice","account number","physician certificate for medically essential service"],"steps":[{"do":"Request a payment extension online or by phone before the disconnection date.","channel":"payment-extension"},{"do":"Apply for Care To Share if disconnection is imminent or service is off.","channel":"care-to-share-apply"},{"do":"If someone depends on electric medical equipment, apply for Medically Essential Service with a Florida physician's certificate. Reapply every year.","channel":"mesp-email"}],"facts":[{"kind":"deadline","claim":"FPL bills become delinquent if not paid within twenty (20) days of mailing or delivery. After five (5) working days' written notice, service may be discontinued.","issues":["disconnection"],"source":"https://source.fpl.com/rates/pdf/electric-tariff-section6.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL gives Medically Essential Service customers an extension of not more than thirty (30) days beyond the normal disconnection date, and tries to call them by 12 noon the day before a scheduled disconnection.","issues":["disconnection"],"source":"https://source.fpl.com/rates/pdf/electric-tariff-section6.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"If payment is not received by the extended date, the payment extension defaults and power may be shut off. A late charge of the greater of $5.00 or 1.5% of the past-due balance still applies.","issues":["disconnection"],"source":"https://www.fpl.com/account/bill/payment-extension.html","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Care To Share gives eligible households up to $750 within a 12-month period for FPL bills. Applicants must be in imminent danger of disconnection or disconnected and have household income at or below the ALICE Threshold for their county.","issues":["disconnection"],"source":"https://www.fpl.com/assistance/care-to-share.html","last_verified":"2026-10-12"}]},{"issue":"deposit_refund","summary":"FPL stops requiring a deposit after 23 months of continuous service with a prompt payment record, or refunds it when the account closes and the final bill is paid.","evidence":["deposit amount and date","payment history","final bill"],"steps":[{"do":"After 23 months of service, call and ask FPL to refund the deposit if you meet the prompt-payment conditions.","channel":"customer-service-phone"},{"do":"After closing the account and paying the final bill, ask for the cash deposit refund if it has not arrived.","channel":"general-mail"}],"facts":[{"kind":"policy","claim":"After a residential customer has a prompt payment record and at least 23 months of continuous service, FPL no longer requires a deposit and refunds it, unless in the last 12 months the customer paid late more than once, had a check refused, or was disconnected for nonpayment.","issues":["deposit_refund"],"source":"https://source.fpl.com/rates/pdf/electric-tariff-section6.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL pays simple interest of 2% per year on residential cash deposits, usually as a yearly bill credit.","issues":["deposit_refund"],"source":"https://source.fpl.com/rates/pdf/electric-tariff-section6.pdf","last_verified":"2026-10-12"},{"kind":"limit","claim":"For an existing account, the total deposit may not exceed 2 months of average actual charges over the last 12 months.","issues":["deposit_refund"],"source":"https://source.fpl.com/rates/pdf/electric-tariff-section6.pdf","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report outages any time by phone or online.","evidence":["service address","outage start time"],"steps":[{"do":"Call the outage line.","channel":"outage-phone"}]}],"known_blockers":["Payment extensions and the online Medically Essential Service application need sign-in to the FPL account.","The Medically Essential Service form needs a certificate from a physician licensed in Florida."],"official_domains":["fpl.com"],"security":{"never_asks":[{"kind":"policy","claim":"FPL will never come to a home or business to collect payment by prepaid card such as MoneyPak, gift card, cryptocurrency, or a wire transfer service such as PayPal, Zelle, Cash App or Venmo to avoid disconnection.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL will never try to sell a product at the door.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL will never ask for personal information such as account numbers or a Social Security number, unless the customer calls FPL. Then FPL asks questions to confirm the account holder.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL will never text to request immediate payment. Customers must opt in to FPL text notifications, and those texts do not ask for personal information.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL does not call customers to offer Home Energy Surveys. Its Energy Experts visit a home only on request, by appointment.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers, usually aggressive, demand payment by credit card, prepaid debit card such as MoneyPak, gift card, cryptocurrency, PayPal, Zelle, Cash App or Venmo, and threaten immediate disconnection.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers manipulate caller ID so that the caller name appears as FPL.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers manipulate search results to show false FPL phone numbers, so customers who search for the number call scammers. FPL says to use only the number on the bill.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Look-alike websites use URLs that mimic FPL's site with slight misspellings or extra characters.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Visitors without FPL identification try to collect payment or aggressively sell products.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-form","type":"web_form","label":"Report suspected scam or fraud to FPL","value":"https://www.fpl.com/fpl-app/my-account/fraud-reporting","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"id":"verify-call-phone","type":"phone","label":"Verify a suspicious call (number given on FPL's scam page; the number on the bill also works)","value":"+1-800-697-5223","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"}]}},"playbooks":{"billing_error":{"company":{"id":"fpl","name":"Florida Power & Light Company","sector":"utility","website":"https://www.fpl.com","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Dispute with FPL first; meter tests and adjustments follow Florida Public Service Commission rules.","evidence":["the bill","meter readings","earlier bills","notes of each call"],"steps":[{"do":"Call customer service. Ask whether the reading was estimated and ask for a correction or a meter test.","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service","value":"+1-888-988-8249","hours":"Monday to Friday, 8 a.m. to 7 p.m.; Saturday, 9 a.m. to 5 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.fpl.com/contact.html","last_verified":"2026-10-12"}},{"do":"Put the dispute in writing if the call does not fix it.","channel":{"id":"general-mail","type":"mail","label":"Standard mailing address","value":"FPL, General Mail Facility, Miami, FL 33188-0001","purposes":["billing_error","deposit_refund","poor_service"],"source":"https://www.fpl.com/contact.html","last_verified":"2026-10-12"}},{"do":"Escalate to the Florida Public Service Commission."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service","value":"+1-888-988-8249","hours":"Monday to Friday, 8 a.m. to 7 p.m.; Saturday, 9 a.m. to 5 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.fpl.com/contact.html","last_verified":"2026-10-12"},{"id":"general-mail","type":"mail","label":"Standard mailing address","value":"FPL, General Mail Facility, Miami, FL 33188-0001","purposes":["billing_error","deposit_refund","poor_service"],"source":"https://www.fpl.com/contact.html","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"FPL's tariff says meter tests and billing adjustments for inaccurate meters follow the methods and procedure prescribed by the Florida Public Service Commission.","issues":["billing_error"],"source":"https://source.fpl.com/rates/pdf/electric-tariff-section6.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service","value":"+1-888-988-8249","hours":"Monday to Friday, 8 a.m. to 7 p.m.; Saturday, 9 a.m. to 5 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.fpl.com/contact.html","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"FPL publishes no complaint form or email.","channel":{"id":"general-mail","type":"mail","label":"Standard mailing address","value":"FPL, General Mail Facility, Miami, FL 33188-0001","purposes":["billing_error","deposit_refund","poor_service"],"source":"https://www.fpl.com/contact.html","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"Florida Public Service Commission.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Payment extensions and the online Medically Essential Service application need sign-in to the FPL account.","The Medically Essential Service form needs a certificate from a physician licensed in Florida."],"security":{"official_domains":["fpl.com"],"never_asks":[{"kind":"policy","claim":"FPL will never come to a home or business to collect payment by prepaid card such as MoneyPak, gift card, cryptocurrency, or a wire transfer service such as PayPal, Zelle, Cash App or Venmo to avoid disconnection.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL will never try to sell a product at the door.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL will never ask for personal information such as account numbers or a Social Security number, unless the customer calls FPL. Then FPL asks questions to confirm the account holder.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL will never text to request immediate payment. Customers must opt in to FPL text notifications, and those texts do not ask for personal information.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL does not call customers to offer Home Energy Surveys. Its Energy Experts visit a home only on request, by appointment.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers, usually aggressive, demand payment by credit card, prepaid debit card such as MoneyPak, gift card, cryptocurrency, PayPal, Zelle, Cash App or Venmo, and threaten immediate disconnection.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers manipulate caller ID so that the caller name appears as FPL.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers manipulate search results to show false FPL phone numbers, so customers who search for the number call scammers. FPL says to use only the number on the bill.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Look-alike websites use URLs that mimic FPL's site with slight misspellings or extra characters.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Visitors without FPL identification try to collect payment or aggressively sell products.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-form","type":"web_form","label":"Report suspected scam or fraud to FPL","value":"https://www.fpl.com/fpl-app/my-account/fraud-reporting","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"id":"verify-call-phone","type":"phone","label":"Verify a suspicious call (number given on FPL's scam page; the number on the bill also works)","value":"+1-800-697-5223","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":28},"verified_from":{"page":27,"search_snippet":1},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 28 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric utility for much of Florida, including Northwest Florida (served under the FPL Northwest FL pages). Regulated by the Florida Public Service Commission; FPL's tariff says meter tests follow the commission's methods. FPL opened an online Assistance Center at FPL.com/Assistance on August 31, 2026.","warnings":[]},"disconnection":{"company":{"id":"fpl","name":"Florida Power & Light Company","sector":"utility","website":"https://www.fpl.com","account_url":null},"issue":{"id":"disconnection","name":"Disconnection notice"},"playbook_source":"company","summary":"Bills are delinquent after 20 days and service can be cut after 5 working days' written notice; ask for an extension, apply for Care To Share, and enroll in Medically Essential Service if it applies.","evidence":["disconnection notice","account number","physician certificate for medically essential service"],"steps":[{"do":"Request a payment extension online or by phone before the disconnection date.","channel":{"id":"payment-extension","type":"portal","label":"Request a payment extension online","value":"https://www.fpl.com/my-account/payment-extension.html#PextRequest","purposes":["disconnection"],"access":"login","notes":"Confirmation appears online at once; an email follows the next business day.","source":"https://www.fpl.com/account/bill/payment-extension.html","last_verified":"2026-10-12"}},{"do":"Apply for Care To Share if disconnection is imminent or service is off.","channel":{"id":"care-to-share-apply","type":"web_form","label":"Care To Share emergency bill assistance application (The Salvation Army)","value":"https://sahelp.org/","purposes":["disconnection"],"notes":"Third-party site run by an FPL agency partner. Other local partners are listed at https://fpl.findhelp.com/v2/favorites/public/fpl-care-to-share","source":"https://www.fpl.com/assistance/care-to-share.html","last_verified":"2026-10-12"}},{"do":"If someone depends on electric medical equipment, apply for Medically Essential Service with a Florida physician's certificate. Reapply every year.","channel":{"id":"mesp-email","type":"email","label":"Medically Essential Service program application (Part A customer, Part B Florida physician)","value":"FPL-MESP@fpl.com","purposes":["disconnection"],"source":"https://www.fpl.com/support/medically-essential-service.html","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service","value":"+1-888-988-8249","hours":"Monday to Friday, 8 a.m. to 7 p.m.; Saturday, 9 a.m. to 5 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.fpl.com/contact.html","last_verified":"2026-10-12"},{"id":"payment-extension","type":"portal","label":"Request a payment extension online","value":"https://www.fpl.com/my-account/payment-extension.html#PextRequest","purposes":["disconnection"],"access":"login","notes":"Confirmation appears online at once; an email follows the next business day.","source":"https://www.fpl.com/account/bill/payment-extension.html","last_verified":"2026-10-12"},{"id":"assistance-center","type":"portal","label":"FPL Assistance Center (payment extension, Care To Share, Bill Extender, Budget Billing, LIHEAP)","value":"https://www.fpl.com/assistance.html","purposes":["disconnection"],"source":"https://newsroom.fpl.com/2026-08-31-FPL-Launches-New-Assistance-Center,-Making-It-Easier-for-Customers-to-Find-Ways-to-Get-Help-and-Save","last_verified":"2026-10-12"},{"id":"care-to-share-apply","type":"web_form","label":"Care To Share emergency bill assistance application (The Salvation Army)","value":"https://sahelp.org/","purposes":["disconnection"],"notes":"Third-party site run by an FPL agency partner. Other local partners are listed at https://fpl.findhelp.com/v2/favorites/public/fpl-care-to-share","source":"https://www.fpl.com/assistance/care-to-share.html","last_verified":"2026-10-12"},{"id":"mesp-email","type":"email","label":"Medically Essential Service program application (Part A customer, Part B Florida physician)","value":"FPL-MESP@fpl.com","purposes":["disconnection"],"source":"https://www.fpl.com/support/medically-essential-service.html","last_verified":"2026-10-12"},{"id":"mesp-mail","type":"mail","label":"Medically Essential Service program application by mail","value":"FPL, Attention Medically Essential Service program CSF/GO, PO Box 029100, Miami, FL 33102-9100","purposes":["disconnection"],"source":"https://www.fpl.com/support/medically-essential-service.html","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"FPL bills become delinquent if not paid within twenty (20) days of mailing or delivery. After five (5) working days' written notice, service may be discontinued.","issues":["disconnection"],"source":"https://source.fpl.com/rates/pdf/electric-tariff-section6.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL gives Medically Essential Service customers an extension of not more than thirty (30) days beyond the normal disconnection date, and tries to call them by 12 noon the day before a scheduled disconnection.","issues":["disconnection"],"source":"https://source.fpl.com/rates/pdf/electric-tariff-section6.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"If payment is not received by the extended date, the payment extension defaults and power may be shut off. A late charge of the greater of $5.00 or 1.5% of the past-due balance still applies.","issues":["disconnection"],"source":"https://www.fpl.com/account/bill/payment-extension.html","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Care To Share gives eligible households up to $750 within a 12-month period for FPL bills. Applicants must be in imminent danger of disconnection or disconnected and have household income at or below the ALICE Threshold for their county.","issues":["disconnection"],"source":"https://www.fpl.com/assistance/care-to-share.html","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service","value":"+1-888-988-8249","hours":"Monday to Friday, 8 a.m. to 7 p.m.; Saturday, 9 a.m. to 5 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.fpl.com/contact.html","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"FPL publishes no complaint form or email.","channel":{"id":"general-mail","type":"mail","label":"Standard mailing address","value":"FPL, General Mail Facility, Miami, FL 33188-0001","purposes":["billing_error","deposit_refund","poor_service"],"source":"https://www.fpl.com/contact.html","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"Florida Public Service Commission.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Payment extensions and the online Medically Essential Service application need sign-in to the FPL account.","The Medically Essential Service form needs a certificate from a physician licensed in Florida."],"security":{"official_domains":["fpl.com"],"never_asks":[{"kind":"policy","claim":"FPL will never come to a home or business to collect payment by prepaid card such as MoneyPak, gift card, cryptocurrency, or a wire transfer service such as PayPal, Zelle, Cash App or Venmo to avoid disconnection.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL will never try to sell a product at the door.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL will never ask for personal information such as account numbers or a Social Security number, unless the customer calls FPL. Then FPL asks questions to confirm the account holder.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL will never text to request immediate payment. Customers must opt in to FPL text notifications, and those texts do not ask for personal information.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL does not call customers to offer Home Energy Surveys. Its Energy Experts visit a home only on request, by appointment.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers, usually aggressive, demand payment by credit card, prepaid debit card such as MoneyPak, gift card, cryptocurrency, PayPal, Zelle, Cash App or Venmo, and threaten immediate disconnection.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers manipulate caller ID so that the caller name appears as FPL.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers manipulate search results to show false FPL phone numbers, so customers who search for the number call scammers. FPL says to use only the number on the bill.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Look-alike websites use URLs that mimic FPL's site with slight misspellings or extra characters.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Visitors without FPL identification try to collect payment or aggressively sell products.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-form","type":"web_form","label":"Report suspected scam or fraud to FPL","value":"https://www.fpl.com/fpl-app/my-account/fraud-reporting","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"id":"verify-call-phone","type":"phone","label":"Verify a suspicious call (number given on FPL's scam page; the number on the bill also works)","value":"+1-800-697-5223","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":28},"verified_from":{"page":27,"search_snippet":1},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 28 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric utility for much of Florida, including Northwest Florida (served under the FPL Northwest FL pages). Regulated by the Florida Public Service Commission; FPL's tariff says meter tests follow the commission's methods. FPL opened an online Assistance Center at FPL.com/Assistance on August 31, 2026.","warnings":[]},"deposit_refund":{"company":{"id":"fpl","name":"Florida Power & Light Company","sector":"utility","website":"https://www.fpl.com","account_url":null},"issue":{"id":"deposit_refund","name":"Deposit not returned"},"playbook_source":"company","summary":"FPL stops requiring a deposit after 23 months of continuous service with a prompt payment record, or refunds it when the account closes and the final bill is paid.","evidence":["deposit amount and date","payment history","final bill"],"steps":[{"do":"After 23 months of service, call and ask FPL to refund the deposit if you meet the prompt-payment conditions.","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service","value":"+1-888-988-8249","hours":"Monday to Friday, 8 a.m. to 7 p.m.; Saturday, 9 a.m. to 5 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.fpl.com/contact.html","last_verified":"2026-10-12"}},{"do":"After closing the account and paying the final bill, ask for the cash deposit refund if it has not arrived.","channel":{"id":"general-mail","type":"mail","label":"Standard mailing address","value":"FPL, General Mail Facility, Miami, FL 33188-0001","purposes":["billing_error","deposit_refund","poor_service"],"source":"https://www.fpl.com/contact.html","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service","value":"+1-888-988-8249","hours":"Monday to Friday, 8 a.m. to 7 p.m.; Saturday, 9 a.m. to 5 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.fpl.com/contact.html","last_verified":"2026-10-12"},{"id":"general-mail","type":"mail","label":"Standard mailing address","value":"FPL, General Mail Facility, Miami, FL 33188-0001","purposes":["billing_error","deposit_refund","poor_service"],"source":"https://www.fpl.com/contact.html","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"After a residential customer has a prompt payment record and at least 23 months of continuous service, FPL no longer requires a deposit and refunds it, unless in the last 12 months the customer paid late more than once, had a check refused, or was disconnected for nonpayment.","issues":["deposit_refund"],"source":"https://source.fpl.com/rates/pdf/electric-tariff-section6.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL pays simple interest of 2% per year on residential cash deposits, usually as a yearly bill credit.","issues":["deposit_refund"],"source":"https://source.fpl.com/rates/pdf/electric-tariff-section6.pdf","last_verified":"2026-10-12"},{"kind":"limit","claim":"For an existing account, the total deposit may not exceed 2 months of average actual charges over the last 12 months.","issues":["deposit_refund"],"source":"https://source.fpl.com/rates/pdf/electric-tariff-section6.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service","value":"+1-888-988-8249","hours":"Monday to Friday, 8 a.m. to 7 p.m.; Saturday, 9 a.m. to 5 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.fpl.com/contact.html","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"FPL publishes no complaint form or email.","channel":{"id":"general-mail","type":"mail","label":"Standard mailing address","value":"FPL, General Mail Facility, Miami, FL 33188-0001","purposes":["billing_error","deposit_refund","poor_service"],"source":"https://www.fpl.com/contact.html","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"Florida Public Service Commission.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Payment extensions and the online Medically Essential Service application need sign-in to the FPL account.","The Medically Essential Service form needs a certificate from a physician licensed in Florida."],"security":{"official_domains":["fpl.com"],"never_asks":[{"kind":"policy","claim":"FPL will never come to a home or business to collect payment by prepaid card such as MoneyPak, gift card, cryptocurrency, or a wire transfer service such as PayPal, Zelle, Cash App or Venmo to avoid disconnection.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL will never try to sell a product at the door.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL will never ask for personal information such as account numbers or a Social Security number, unless the customer calls FPL. Then FPL asks questions to confirm the account holder.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL will never text to request immediate payment. Customers must opt in to FPL text notifications, and those texts do not ask for personal information.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL does not call customers to offer Home Energy Surveys. Its Energy Experts visit a home only on request, by appointment.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers, usually aggressive, demand payment by credit card, prepaid debit card such as MoneyPak, gift card, cryptocurrency, PayPal, Zelle, Cash App or Venmo, and threaten immediate disconnection.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers manipulate caller ID so that the caller name appears as FPL.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers manipulate search results to show false FPL phone numbers, so customers who search for the number call scammers. FPL says to use only the number on the bill.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Look-alike websites use URLs that mimic FPL's site with slight misspellings or extra characters.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Visitors without FPL identification try to collect payment or aggressively sell products.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-form","type":"web_form","label":"Report suspected scam or fraud to FPL","value":"https://www.fpl.com/fpl-app/my-account/fraud-reporting","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"id":"verify-call-phone","type":"phone","label":"Verify a suspicious call (number given on FPL's scam page; the number on the bill also works)","value":"+1-800-697-5223","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":28},"verified_from":{"page":27,"search_snippet":1},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 28 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric utility for much of Florida, including Northwest Florida (served under the FPL Northwest FL pages). Regulated by the Florida Public Service Commission; FPL's tariff says meter tests follow the commission's methods. FPL opened an online Assistance Center at FPL.com/Assistance on August 31, 2026.","warnings":[]},"service_outage":{"company":{"id":"fpl","name":"Florida Power & Light Company","sector":"utility","website":"https://www.fpl.com","account_url":null},"issue":{"id":"service_outage","name":"Outage credit"},"playbook_source":"company","summary":"Report outages any time by phone or online.","evidence":["service address","outage start time"],"steps":[{"do":"Call the outage line.","channel":{"id":"outage-phone","type":"phone","label":"Report an outage","value":"+1-800-468-8243","hours":"Anytime","purposes":["service_outage"],"source":"https://www.fpl.com/contact.html","last_verified":"2026-10-12"}}],"channels":[{"id":"outage-phone","type":"phone","label":"Report an outage","value":"+1-800-468-8243","hours":"Anytime","purposes":["service_outage"],"source":"https://www.fpl.com/contact.html","last_verified":"2026-10-12"}],"facts":[],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service","value":"+1-888-988-8249","hours":"Monday to Friday, 8 a.m. to 7 p.m.; Saturday, 9 a.m. to 5 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.fpl.com/contact.html","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"FPL publishes no complaint form or email.","channel":{"id":"general-mail","type":"mail","label":"Standard mailing address","value":"FPL, General Mail Facility, Miami, FL 33188-0001","purposes":["billing_error","deposit_refund","poor_service"],"source":"https://www.fpl.com/contact.html","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"Florida Public Service Commission.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Payment extensions and the online Medically Essential Service application need sign-in to the FPL account.","The Medically Essential Service form needs a certificate from a physician licensed in Florida."],"security":{"official_domains":["fpl.com"],"never_asks":[{"kind":"policy","claim":"FPL will never come to a home or business to collect payment by prepaid card such as MoneyPak, gift card, cryptocurrency, or a wire transfer service such as PayPal, Zelle, Cash App or Venmo to avoid disconnection.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL will never try to sell a product at the door.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL will never ask for personal information such as account numbers or a Social Security number, unless the customer calls FPL. Then FPL asks questions to confirm the account holder.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL will never text to request immediate payment. Customers must opt in to FPL text notifications, and those texts do not ask for personal information.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL does not call customers to offer Home Energy Surveys. Its Energy Experts visit a home only on request, by appointment.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers, usually aggressive, demand payment by credit card, prepaid debit card such as MoneyPak, gift card, cryptocurrency, PayPal, Zelle, Cash App or Venmo, and threaten immediate disconnection.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers manipulate caller ID so that the caller name appears as FPL.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers manipulate search results to show false FPL phone numbers, so customers who search for the number call scammers. FPL says to use only the number on the bill.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Look-alike websites use URLs that mimic FPL's site with slight misspellings or extra characters.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Visitors without FPL identification try to collect payment or aggressively sell products.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-form","type":"web_form","label":"Report suspected scam or fraud to FPL","value":"https://www.fpl.com/fpl-app/my-account/fraud-reporting","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"id":"verify-call-phone","type":"phone","label":"Verify a suspicious call (number given on FPL's scam page; the number on the bill also works)","value":"+1-800-697-5223","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":28},"verified_from":{"page":27,"search_snippet":1},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 28 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric utility for much of Florida, including Northwest Florida (served under the FPL Northwest FL pages). Regulated by the Florida Public Service Commission; FPL's tariff says meter tests follow the commission's methods. FPL opened an online Assistance Center at FPL.com/Assistance on August 31, 2026.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service","value":"+1-888-988-8249","hours":"Monday to Friday, 8 a.m. to 7 p.m.; Saturday, 9 a.m. to 5 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.fpl.com/contact.html","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"FPL publishes no complaint form or email.","channel":{"id":"general-mail","type":"mail","label":"Standard mailing address","value":"FPL, General Mail Facility, Miami, FL 33188-0001","purposes":["billing_error","deposit_refund","poor_service"],"source":"https://www.fpl.com/contact.html","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"Florida Public Service Commission.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["fpl.com"],"never_asks":[{"kind":"policy","claim":"FPL will never come to a home or business to collect payment by prepaid card such as MoneyPak, gift card, cryptocurrency, or a wire transfer service such as PayPal, Zelle, Cash App or Venmo to avoid disconnection.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL will never try to sell a product at the door.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL will never ask for personal information such as account numbers or a Social Security number, unless the customer calls FPL. Then FPL asks questions to confirm the account holder.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL will never text to request immediate payment. Customers must opt in to FPL text notifications, and those texts do not ask for personal information.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL does not call customers to offer Home Energy Surveys. Its Energy Experts visit a home only on request, by appointment.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers, usually aggressive, demand payment by credit card, prepaid debit card such as MoneyPak, gift card, cryptocurrency, PayPal, Zelle, Cash App or Venmo, and threaten immediate disconnection.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers manipulate caller ID so that the caller name appears as FPL.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers manipulate search results to show false FPL phone numbers, so customers who search for the number call scammers. FPL says to use only the number on the bill.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Look-alike websites use URLs that mimic FPL's site with slight misspellings or extra characters.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Visitors without FPL identification try to collect payment or aggressively sell products.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-form","type":"web_form","label":"Report suspected scam or fraud to FPL","value":"https://www.fpl.com/fpl-app/my-account/fraud-reporting","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"id":"verify-call-phone","type":"phone","label":"Verify a suspicious call (number given on FPL's scam page; the number on the bill also works)","value":"+1-800-697-5223","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":28},"verified_from":{"page":27,"search_snippet":1},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 28 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"dossier":null,"guide":{"key":"utility","title":"Electric and gas utilities — how complaints work","last_verified":"2026-10-12","file":"guides/utility.md","page":"https://escalate.alexgaoth.com/#/guides/utility"}}