Protect yourself from scams, fraud and imposters
Don’t fall victim to scams or fraud. The first step to protecting yourself is to recognize suspicious activity. This can take many forms, such as:
- Someone pretending to be an FPL employee or contractor to gain access to your home
- A company claiming to be FPL or associated with us to solicit your personal information or sell their products and services over the telephone or through the mail
- Emails or websites that appear to be from FPL and require you to provide personal information
FPL employees are regularly in neighborhoods for reasons including reading or working on electric meters, administering home energy-saving programs and maintaining power lines. However, we occasionally hear reports of people posing as FPL employees. Please remember that all FPL employees carry a photo identification badge and our contractors have a contractor badge or can provide a work request number and an FPL supervisor name and number. Ask to see it and call us to verify, if you are in doubt.
Also, it’s important to remember that FPL will not:
- Come into your home without making arrangements ahead of time
- Solicit personal information over the telephone, unless you initiated the contact
- Send emails threatening to close your account if you do not take the immediate action of providing personal information
- Send employees to your home offering cash refunds on deposits or electric charges. We either credit your account or mail a check to your electric service address
When you encounter suspicious activity that involves FPL's name or likeness:
- Ask to see the photo identification badge or work request number from suspicious individuals on your property who claim to be FPL employees or FPL contractors
- Contact Us at the phone number listed at the bottom of your FPL bill to verify whether the individuals are truly FPL employees or FPL contractors
- Do not allow anyone into your home if you feel suspicious, unsure or confused as to why they are there
- Do not provide personal information over the phone unless you called us
- Ignore any suspicious claims to provide personal information such as bank account numbers, user names and passwords, credit card numbers or Social Security number
- Delete suspicious emails that require you to act immediately to verify or provide personal information. If you are unsure of a suspicious email, send it to us at firstname.lastname@example.org to verify its authenticity
- Delete any emails from utilities with whom you’re not a customer
- Do not respond to suspicious emails. Responding often results in even more spam and scam attempts directed at you
- Do not trust contact information provided in suspicious emails
Phone Scam (En Español)
Phone scammers posing as FPL employees are targeting customers across our 35 county service territory. These scammers are using false phone numbers that could appear on a caller ID to be FPL. They are also using a recording of our customer service phone message to make them sound legitimate.They then threaten to shut the power off unless a payment is made immediately with a Green Dot MoneyPak card. These calls are not from FPL. We will never call and demand credit card information or take Green Dot MoneyPak cards as payment. In fact, we do not ask for any personal information from you unless you initiate the contact. If you ever receive a strange call and are in doubt, hang up and call us at the phone number listed at the bottom of your FPL bill. Authorities have been notified of this scam. It seems to be affecting utilities across the nation. If you think you may have been a victim, please click the Report Fraud/Scam tab above for further instructions on how to protect yourself. And remember, if you’re calling FPL, you’ll need your Social Security number and/or your account number to manage your account.
Email Bill Scam (En Español)
Scammers are targeting utility customers across the nation with emails that appear to be monthly bills from legitimate utilities. These emails are bogus and may contain malicious spam. Do not open or click them and do not provide any personal information. Authorities have been notified of this scam. If you think you may have been a victim, click the Report Fraud/Scam tab above for further instructions on how to protect yourself. Also, please know that FPL will never send emails threatening to close your account if you do not take the immediate action of providing personal information.
Non-FPL customers: If you are not an FPL customer and you receive something that looks like an FPL email bill, delete it immediately. It is a scam. Do not open or click the email.
FPL customers: If you receive an email bill from an electric utility other than FPL, like PG&E, it’s likely a scam. Do not open or click the email. Delete it immediately. If you receive an FPL email bill that looks different from your normal bill or seems suspicious in any way, do not click any links. Look at the account number to verify that it is your actual account number. You can find your account number by looking at an old bill or by logging in to your account on FPL.com. If the account numbers match, then the email is a legitimate email from FPL. If they do not, delete the email immediately.
View FPL scam bill example / View PGE scam bill example
Bill Payment Scam
This bill payment scam affected customers by spreading through social media and word-of-mouth. It was part of a nationwide phishing scam. Scammers told customers that a third party, in most cases the Federal Government or President Obama, would pay their utility bill in exchange for their personal information such as Social Security numbers and personal banking information. While customers may have received information from friends or the internet instead of the scammers themselves, we urge all customers never to use banking information that is not their own. Unauthorized use of account information is illegal and any payment applied to utility bills will be reversed. Also, customers who use unauthorized banking information to pay their FPL bill will receive a letter stating their payment was invalid and will still be required to pay their bills. We have notified authorities including: the State Attorney General’s Office, the Federal Bureau of Investigation, the Florida Department of Agriculture and Consumer Services, and the U.S. Secret Service Miami Electronic Crimes Task Force.
Unsolicited Energy Audit Calls
The Florida Department of Agriculture and Consumer Services (FDACS) filed legal action to stop an aggressive marketing scheme targeting customers of FPL and other Florida utilities. The group may have also posed as employees of FPL or approved FPL contractors in order to conduct home energy audits and sell energy-related services or equipment. If you or someone you know received calls or visits of this nature, contact the FDACS Consumer Assistance Call Center at www.800helpfla.com or by calling 1-800-HELP-FLA. Read the announcement from FDACS. We do not solicit our customers by phone to offer home energy surveys or audits. Our energy efficiency experts will visit your home only if you request it and prearrange a time.
If you think you may have been a victim of a scam, please contact us by calling 1-800-226-3545. You can also contact the authorities listed below:
- Federal Trade Commission (File a complaint online)
- Florida Department of Agriculture and Consumer Affairs
- Financial Crimes Enforcement Network
- Financial Fraud Enforcement Task Force
If you have been a victim of fraud or identity theft, it is critical that you take the following actions:
- Call the financial institutions and credit card companies that you deal with to inform them of the situation
- Call one of the three major credit bureaus (Experian, Equifax or TransUnion) to report it and place an alert on your account. The agency you contact will notify the other two bureaus
- Call the Social Security Administration if your Social Security card or number is stolen
- Change the PIN (personal identification number) and password to all of your online accounts
- File a police report and get a copy of it for your records
- File a complaint and an Identify Theft Affidavit with the Federal Trade Commission
- Remember to keep a record of what happened and the actions that you took to resolve the issue