We understand just how disruptive the coronavirus (COVID-19) pandemic has been and we remain committed to doing the right thing for our customers and the communities we serve.
FPL implemented special crisis policies in mid-March, which will remain in effect through June as we prepare to carefully and thoughtfully transition back to standard operations in July. If you are experiencing a financial hardship, we urge you to work with us now to make payment arrangements and seek financial assistance while it’s still available.
Customers are encouraged to pay their electric bill balance each month to avoid building up a large balance. However, if you are having difficulty, please view available resources or contact us directly at 800-226-3545. We will work with your personal situation and come up with a solution to ensure that you can fulfill your personal responsibility for your FPL balance.
We have always worked closely with our customers experiencing hardship regarding any issues about their service or paying their bill. This was the case before the pandemic – and it will remain our approach moving forward.
We consider several factors before granting a payment extension. These include:
We will review the status of your FPL account to determine if a temporary payment extension can be granted. If your account is eligible, we will offer you an extended date to pay your bill.
This extension does not prevent your payment from being considered late, which could lead to additional charges. Your account will incur a late payment charge, the greater of $5 or 1.5% of the total past due balance, including those balances that have been granted a payment extension. The late payment charge will appear on your next billing statement.
In addition, if you are late paying your bill twice in six months, we automatically initiate a review of your account to make sure we have a sufficient deposit on hand. If there is a gap of $50 or more between the deposit on hand and two months' average billing, we might ask you to make up the difference in order to bring the deposit to the required level.
Even if a payment extension has been granted, you may receive a final notice reminding you to pay your past-due bill. Please be aware that if payment is not received by the extension date indicated, your payment extension will default and your power may be shut off. We disconnect service only as a last resort and would like to avoid having to take this step.
A payment extension does not prevent your payment from being considered late, which could lead to a deposit being billed to your account.
If a payment extension is granted for your account, you will receive an immediate online confirmation and an email will be sent the next business day.