Complaints

This profile includes complaints for Orlando Utilities Commission's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Orlando Utilities Commission

  100 W Anderson St Orlando, FL 32801

• 

  Orlando Utilities Commission

  P O Box 3193 Orlando, FL 32802

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  OUC (Orlando utilities commission) is a municipal utility provider for electricity and water, they currently are the sole provider available for my service address. The account number with ********************** is in the name of my mother ****** Register, I am an authorized account manager. I recently have been in between jobs and start working again next week, with the loss of employment things have been tight financially, and a payment made to the account was returned for NSF, as a result the account has been set to "in person payments" only which means I have to pay at a payment location, like ******* or local grocery store etc. I have tried to pay the past due bill in person, however I need to do so with a credit card, because as I previously stated money is tight and that is why we have such financial instruments. However OUC's in person payment options do not accept credit card payments, none of them. Which I feel is designed specifically to increase their fee income, because if the payment is not made ontime a fee is assessed and if it is not made and service is disconnected a reconnection fee of a substantial amount is assessed. Placing the consumer (me) in a never ending loop. It is unfair and in my opinion should be illegal to shut off someone's power, because they don't want to accept a payment using a credit card. Something that is used all of the time for this type of thing. My current outstanding balance I will mention is $275.00 of which $139 is fees alone. Which in itself I feel is excessive. OUC preys upon individuals who are in a tuff spot and exploits their vulnerabilities to profit off them. Something a utility company should never been allowed to do. All I want to do is pay OUC but they are the one refusing the payment.

• Initial Complaint

  Date:07/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I make a payment and the system shows it but they shut off my power anyway... This has happened on multiple occasions and I'm to the point that I will seek legal action against them if they do not resolve this issue.

  Business Response

  Date: 08/16/2024

  OUC cares about our customers' feedback..  Per account review, our customer has a prepaid account which requires a payment the same day when the avail balance is zero.  If no payment made the account is automatically scheduled for disconnect the following business day.  If a payment is made on the date of disconnect the service is not guaranteed.  When payments are made on the date of disconnect early in the day and the account updates before the disconnect is completed, there are times when it will cancel the order.  This is a self managed program, where there are no surprises due to our customers' having access to their daily usage info and also receive alerts related to low or zero balance to prompt a payment. 

  We hope this information is helpful in bringing clarity to this process.

   

   

• Initial Complaint

  Date:07/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 15, I contacted OUC to start services at my new apartment located at *************************************** At the time, I had a credit balance of approximately $175 to $185 on my account. I was informed that these credits could be used to initiate the new service, which turned out to be incorrect.For two weeks, I was under the impression that my services had been properly set up. However, when I called to check my account balance, I was informed that my services had never been started. As a result, I had to pay an additional $200 in rent to my apartment complex.Despite multiple calls to resolve this issue, I have been repeatedly told that a ticket was created and that I need to wait for feedback. This error was not on my part, and the company is not moving quickly enough to correct their mistake. If I hadn't had sufficient funds, I could have faced eviction due to this mishap.Furthermore, when I requested the names of the representatives I spoke with, I was denied this information for "privacy policy reasons." It feels like an attempt to cover up their mistake. I urge the company to address this issue promptly and take responsibility for their actions.

  Business Response

  Date: 08/16/2024

  OUC cares about our customers' feedback.  Per account review our customer reported their service was not started on the date requested in May.  The agent submitted the information to the quality team for correction. The service was found to be started on the incorrect date per agent error.  The quality team has made correction and updated the start date today. The billing will be updated as well.  

  We apologize for the delay.  A courtesy credit of $25 has been applied to the account.

   

   

• Initial Complaint

  Date:06/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  OUC has been continuously overcharging me for my water usage. Theyre estimating the meter and are off by almost 30k gallons of water. They have been overcharging me since almost the beginning of the year. Ive complained to OUC multiple times and no action has been taken on their part. I am being overcharged by at least $15-$20 a month. Im owed over $100 at this point. I need someone to come read my meter and correct my bill. My meter reads ******kg and Im being billed at a meters reading of 119

  Business Response

  Date: 08/16/2024

  OUC appreciates our customers' feedback concerning their experience.  Our customer reported a billing concern regarding being over charged due to estimated reads.  Our billing department reviewed the account and completed a cancel/ rebill for Feb 2024 - June 2024 billing periods.  Our customers' account is now fully updated.

  We hope with this matter resolved, we may have a positive relationship with our customer moving forward.

  Customer Answer

  Date: 08/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in a townhouse community in Orlando. I've been here since 2021. In January of this year, I noticed a very large charge on my OUC bill. After numerous calls/emails/customer service complaints I was able to determine that the charge is actually for irrigation and should have been charged to the property management Village Townhomes. OUC insisted that I have someone from the property management company contact them. Her contact information is *******************.************. **********************************. ************** ALSO tried to resolve the issue with no success. At minimum the charge is $1,346.94, but I suspect there may have been other monthly charges accruing to my account that I'm unable to detect.

  Business Response

  Date: 08/15/2024

  OUC appreciates the feedback from our customer.  Per the account review it was found our customer disputed irrigation charges on bill after having service since 2021. There was a high irrigation bill in January, which our customer stated they were not responsible fand we should charge the complex. Our agents and research team reviewed the account.  The charges were found to be valid. Our customer was advised to speak with the complex for further resolve. The account was closed 6/18 per our customer request.

• Initial Complaint

  Date:05/16/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recently, the Orlando Utilities Commision made my account to be payable by cash only. I had paid via e-check for the past 20 months with no issue until of late. I did have two electronic. Checks returned each in the ammount less than $50, but promptly paid again successful after each incident. I do admit that was my fault for not keeping up with checking account properly. Regardless, I now have to take cash to an authorized vendor (which they currently don't provide in their office). Every vendor charges a processing fee. My concern/complaint is that OUC no longer offers a way I can pay my bill without being charged extra. This does not seem ethical from a company that has a monopoly where I currently live. The fees are small, but that's not the point. I am forced to pay extra money for a necessity with no other option.

• Initial Complaint

  Date:03/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, OUC made an error and is charging me for utilities for my apartment (518) and another apartment (513). This has been going on for over a month and my utility bill has doubled. They have yet to fix the issue and are asking me to continue to pay double. Please help

  Business Response

  Date: 05/17/2024

  OUC cares about our customers concerns and appreciate our customer discussing his experience. Our customers' account has been corrected after being billed for multiple apartments in error.  Adjustments and been completed and the account is fully updated. 

  We apologize for any inconvenience our customer experienced.

   

   

• Initial Complaint

  Date:03/15/2024

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against OUC (Orlando Utilities Commission) regarding their unfair policies and accessibility issues that disproportionately affect customers, particularly those with disabilities. OUC's policy on missed payments dictates that accounts are placed in a cash-only status for a period of 12 months if payments are returned from the financial institution. This policy unfairly penalizes customers, particularly those who may face financial challenges or unforeseen circumstances. The only way to inquire about the cash-only status or request restoration is through an email address that is not accessible via their website. This lack of accessible communication channels makes it difficult for customers to seek assistance or clarification regarding their account status. **********************'s requirement for restoration of online payment privileges involves obtaining a personal letterhead from the customer's bank, stating that funds were available at the time of the draft. This requirement is unreasonable and inaccessible for customers who hold accounts with large multinational banks that do not provide such services. While OUC does offer a prepaid service, a reasonable solution to the cash-only status, this option is not extended to customers facing the aforementioned situation. This lack of accommodation further exacerbates the challenges faced by customers, particularly those with disabilities, who rely heavily on digital payment methods for financial transactions. These policies and practices disproportionately burden consumers with disabilities in an increasingly digital-dependent society. The inability to access online payment services or suitable alternatives further marginalizes individuals with disabilities, impeding their financial independence and security. As a municipality, consumers are left with no alternative options, further exacerbating the detrimental impact of these policies and practices.

  Business Response

  Date: 05/17/2024

  OUC cares about our customers concerns and appreciate our customer discussing his experience.  Per account review the system indicates there have been two returned payments due to nsf.  The payment status has been updated to cash only per our collection guidelines.  A cash only removal review requires the customer to submit an official letter from the ban indicating the payments were returned in error.  Our customer has been advised of this information via email.  The status will be valid for 12 months without a letter.  The payment options of pay in person or mailing a money order have also been explained.

  We hope our customer is able to obtain the information that is needed.

   

   

  Customer Answer

  Date: 05/18/2024

   
  Complaint: 21439682
  
  I am rejecting this response because:

  Bank does not provide such a service. The resolution for this problem isn't possible. And the penalty is punitive to those with accessibility needs.
  

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November I had an issue in my home involving a water leak. During this time, I contacted OUC and informed them of the issues. I ended up having major repairs to the pipping under my floor. OUC requested proof of the repairs. And billed me about $300 while the repairs were happening this is something that was out of my control. When I called I was informed that they had given me an $8 credit to my account. As if that was going to help the $300 they billed me which was obvious that there was a leak as normally I pay less than $100 per month for water. When I called about the $8 credit they said that was all they were gonna give and that they can only do one account adjustment per year. I requested speaking to a supervisor and was promised a call back yet never received one. Im requesting this company to take off the charges for the time as I provided the leak was not something I could control. Thank you

  Business Response

  Date: 05/17/2024

  OUC cares about our customers concerns and appreciate our customer discussing her experience.  We have further reviewed the account per our customers' dissatisfaction concerning the water leak courtesy adjustment granted in January. A supervisor has granted an additional adjustment of $45.

  We hope with this issue resolved, we can continue a favorable business relationship with our customer. 
  

• Initial Complaint

  Date:02/22/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have consistently informed OUC that I was having financial trouble - because on their service they tell you to contact them if they can be of assistance. Little did I know that didn't really mean that statement. I am 75yrs old and only work minimal hours and days. So I keep my Bill as low as I can so as not to have to pay more than ******. I pay them something every month, the 12/14/23 bill was ***** I paid *****; the 01/16/24 bill was ****** I paid them *****; the 02/15/24 bill was ****** and I paid them *****. But they are now threatening to turn off my utilities if they don't receive ***** by the 25th of February. I don't have anymore money right now, my SSA is ******, which SSA just took ****** of because I changed ******************* They should not be able to harass elderly people we are doing the best we can. I don't really know if you can help. But pray that you can help me.