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:06/27/2023

  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.

  On 06/19/2023 at 1:55pm I spoke to a male customer service representative in which it was regards to a 10.50 returned check payment that he claimed I. The recorded phone call that I was in good standing to make payments online and that I could not get another returned check payment or I would not be able to pay online. As well, that i would not be charged any additional fees. On 06/20/2023 I spoke with Cherrise Rep I'd ****** a supervisor and she said that she would pull the call and that she would call me back in which she never did that day. I called again on 06/21/2023 in reference to not being called back and Cherrise claimed that I didn't inquire about the returned check fee in which I know I did the call lasted for 13 mins 51 sec on 06/19/2023 and that was the only issue I had so for her to say that the recorded call had nothing on there with me asking about the fees is a lie. I just want the gentleman and Cherrise t*** honest and accountable to what was said I'm not understanding why would I lie when the whole purpose of that phone call was about the fees and the returned check .

  Business Response

  Date: 07/12/2023

  OUC cares about our customer’s concerns and appreciates our customer expressing their views with us.

  
  We are sorry to hear our customer was not followed up with as promised to ensure all concerns were addressed.

  
  We have also relayed to the proper management our customer’s concerns about the level of service to ensure we uphold ****s commitment to providing excellent customer service.
  
  OUC processes the payment information that is entered by our customers through our self-service automated line or their online account. Prior to submitting the payment, the customer is notified they are responsible for the information that is entered. If the payment does not process, additional fees may incur.
  
  Per OUC policy, any customer that has two returned payments (Check, Credit, Debit Card) within a 12-month period, will be placed on Cash-Only for 12 months from the date of the first return payment assessed a $25 return payment fee for each return.
  
  Our records indicate our customer had a total of two return payments for 2023 - see below for details.
  June 07, 2023: $6.80
  June 18, 2023: $10.50
  
  Our research was not able to locate any calls with phone number ************ dated June 19, 2023. We did however locate a call on June 20, 2023. This call was connected with a customer service agent at 2:00pm and lasted for 08:35.

  
  Our customer called to inform us about a return payment charge and not wanting to be placed on cash-only restriction or be removed from ****s Power Pass program.
  Our customer service agent informed the customer at the time only one return payment was charged and that the account was still eligible to make online payments. She was advised that if a second payment was returned the account would then be restricted to cash only payments valid for 12 months. This was again summarized at the end of the call.

  
  We found no record of our customer being told the current return fee or additional fees assessed would be waived with the phone number provided.
  Our customer is welcome to provide us with another phone number to further research her concern.

  
  Although the return fee was not an OUC error, OUC has opted to waive one of the return fees as a One- Time courtesy. Should another payment return on our customer’s account; the fees will apply.

  
  Please note: the Cash Only status is valid and will remain for 12 months. If our customer feels the return payment was due to a bank error a letter from the bank disputing the Insufficient Funds reason should be emailed to *************************** Once received, the account will then be reviewed for a possible adjustment.
  
  We hope with this issue is resolved and hope to continue a favorable business relationship with our customer. 

  Customer Answer

  Date: 07/14/2023

  
  Complaint* ********
  
  I am rejecting this response because: They are not being honest and the truth not in them. They will lie until they cant anymore and at the end of the day i did not ask for fee to ve waived the rep told me that it wasnt going to any fees assesed. Even wgen u asked could they send me a copy of the recording i still have not received it yet. Claimed that i never even mentioned the returned check when that was my only issue they are crooks and will manipulate any and every situation just to not be the ones to be made looked bad and be responsible for poor customer service. As well as givung customers misleading or incorrect information. I know for a fact i called before then on the 19 for one reason and that was to ask if i was still able to male payments online they didnt inform me about it the returned payment because i had already gotten notified by my banking institution as to why they call was made to them and that was the only issue dicuss tell them send the recorded call since they want to lie so much.

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

• Initial Complaint

  Date:06/12/2023

  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 am not liable for this debt with ORLANDO UTILITIES COMMISSION and I don’t not have a contract with I.C. System , Inc or authorized for any of my information to be given do , They did not provide me with the original application like I asked and dates of usage like I requested.

  Business Response

  Date: 07/05/2023

  OUC cares about our customers and appreciates our customers discussing their concerns.

  Our records show and OUC account for our customer for services at **** * *** ****** **** **** ***** ******** *** ******
  

  Our research found the electric service was active from 04/20/2021 thru 07/21/2022. The account balance at the time services stopped including the final bill was $577.38.

  We show a deposit of $240.63 was refunded back to the account leaving a remaining past due balance of $336.75.

  The account was referred to an agency 90 days after the final bill for any unpaid balances.

  If our customer believes this to be inaccurate and suspect identity theft, please complete the following below.
  ****************************
  DL or Government-issued Picture ID
  Police Report
  Federal Trade Commission Identity Theft Report Notarized

  Our customers may also refer to ************************************************ for details on information needed by OUC to report Identity Theft.
  
  Should our customer require additional information for their dispute, Customer service agents are available Monday to Friday from 7:00 am to 6:00 pm.
  
  We hope you find this information helpful. Please contact us if you have any further questions. 

• Initial Complaint

  Date:05/23/2023

  Type:Billing 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.

  On March 15, 2023 I was double charged for a payment of $179.15. I requested a refund and was advised it would be 3-5 business days. During this period I had a fraudulent charge on my debit card and my bank closed the card. Because I normally make payments for my bills via bank withdraw and not via card, I didn't realize this would affect my refund, however, I realized after contacting OUC when I didn't get my refund that I had used my debit card and that the payment was refunded to the closed card. I was advised by OUC staff that there was nothing they could do and that I would need to contact my bank. I contacted my bank and they have NO RECORD whatsoever of the refund and so they performed a chargeback for the transaction. OUC is now stating that because they sent the refund that I owe them the $179.15 and are planning on disconnecting my service today (May 22, 2023) because of non-payment. However, I've been trying at least once a week since March to get ahold of a supervisor to get proof of the refund to submit to my bank to find the funds and I can never get ahold of a supervisor and the emails they claim they will send me with confirmation of the refund for my bank to look into have never arrived. I have been making payments for all new charges accrued on my account since March 15th, but they are still trying to disconnect my services and no one at OUC is trying to help me by providing me with proof of the refund, even after I provided them with my bank statements via email showing that I NEVER received any kind of refund from them. I am completely at a loss for what to do now and the stress of the situation is about to send me into a full nervous breakdown at this point. Attached are my bank statements showing the double charge of $181.65 ($179.15 + $2.50 service charge) on March 16th, 2023 when the payments posted, as well as the chargeback/reversal posted by my bank for $181.65 on April 5, 2023. The statements also show no refund from OUC.

• Initial Complaint

  Date:04/25/2023

  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.

  Date of Transaction 4/25/2023. I went online to pay outstanding amount of 5.22 to my OUC account #**********. I then was sent a letter from OUC that the payment was returned from my institution. I then called my Chase institution to verify what was the problem and Spoke with Sharry and was told that there was no returned check from OUC . I was charged 25.00 per 2 attempts added to 50.00 Total. I was also placed on Cash Only. I had sufficient fund in my account so I am requesting to void the 50.00 dollars also if you can also help with not puttingf me on the CASH ONLY account. greatly appreciate your attention on this matter and quick response

  Business Response

  Date: 04/27/2023

  OUC cares about our customer’s concerns and appreciates our customer expressing their views with us.

  
  OUC processes the payment information that is entered by our customer through our self-service automated line or their online account. Prior to submitting the payment, the customer is notified they are responsible for the information that is entered. If the payment does not process, additional fees may incur.

  
  Per OUC policy, any customer that has two returned payments (Check, Credit, Debit Card) within a 12-month period, will be placed on Cash-Only for 12 months from the date of the first return payment.

  
  Our records indicate our customer has a total of 8 return payments since establishing service with the most recent two details listed below.

  
  April 12, 2023: $5.22 (Unable to Locate)
  April 19, 2023: $5.22 (Unable to Locate)

  
  Unable to Locate Account means that based on the account information provided at the time the payment was submitted, the issuing bank was not able to locate the bank account and the payment could not be processed. This is typically caused by an invalid bank account number. This was Not an OUC error.

  
  Although the cash only status is valid as this was not an OUC error, OUC has opted to remove our customer’s account from cash only status and waive the return fees as a One- Time courtesy.

  
  Please note: should another payment return on our customer’s account, the fees will apply, and the account could revert to a cash only status for the full 12 months.

  
  We hope with this issue is resolved and hope to continue a favorable business relationship with our customer. 

• Initial Complaint

  Date:04/04/2023

  Type:Billing 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.

  Those are bills from Jan to Mar 2023 where the PUC company reports that my system is generating less than 1000 kWat a month. Also added my app control of kWat generation that shows an average of 1200 kWat.

  Business Response

  Date: 04/07/2023

  OUC cares about our customers’ concern and appreciate our customer expressing their views with us.
  
  To best serve our customer, we have forwarded their concern to our Renewables department. Our customer should be hearing from them shortly. 
  
  Our customer is welcome to contact them directly email address [email protected] or call telephone number *************
  
  We hope to continue favorable business in the future.

  Customer Answer

  Date: 04/12/2023

   
  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:03/17/2023

  Type:Customer Service 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.

  Thursday, January 5, 2023 at 8:00AM I paid: $114.11 to OUC.com I received confirmation via text. Thursday, January 12, 2023 at 11:00AM They attempted to take the payment that I already assumed was taken a week prior and it failed. Now I have to make all my payments in person. There are few things I have a problem with: 3-5 business days would have been Tuesday that’s reasonable but Thursday is a full calendar week. This happened to me earlier in the last Calendar year (the last 365 days) and as a result I have to pay in person. The policy of two missed or failed payments is ridiculous and an inconvenience. I’ve been a customer for over 10 years. They took away all the pay in person locations that OUC has and made them all third party which means I will be charged more than the actual bill (paying fees, withdrawal fee, etc.)

  Business Response

  Date: 03/29/2023

  OUC appreciates feedback regarding our customers' experience.  Per account review, the payment record shows payments submitted 6/9/22 and 1/5/23 were returned as non sufficient funds.  Our collections guideline indicate when two or more payments are returned, the account is subject to a cash only status. The account has been placed on a cash only status for 12 months.  If the return is a bank error, our customer has an option to submit a bank letter for further review of current payment status.

  OUC does not determine when the funds are released for payment, the bank does.

  We hope this information is helpful and further clarifies the current account status.

   

   

• Initial Complaint

  Date:01/25/2023

  Type:Customer Service 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.

  During the month of December due to the cold weather )by Floridians standards) I did not use my air conditioning which is a wall unit as I have a very small apartment around 650 sqft. I expected my bill to be much less as I had not used the wall unit to cool or heat my apartment for most of the month. My bills are typically around 150-155$ a month when using the wall unit, when my bill came in it was $136. Why is the power bill of average Americans sky rocketing? The services you provide us should become more affordable as time and technology progress not more expensive. I hope for further regulation of this as the American people should not be expected to work a second job just to ensure their power stays on.

  Business Response

  Date: 02/12/2023

  OUC cares about our customers’ concerns and appreciate our customers' feedback regarding their bill concerns.  Our billing records indicate the electric bills for December and Jan average $70 which is over $20 less than months when the customer is using the ac wall unit.  

  The electric cost increase is in line with the increased cost to produce electric.  OUC has taken several initiatives in sustainability to ensure the rates are as affordable as possible to our customer.

   

   

   

   

   

  Customer Answer

  Date: 02/17/2023

  
  Complaint: ********
  
  I am rejecting this response because: you stated that $70 was the average for customers not using their wall units my bill was 126$ for that month and I just want to see a price break down of my charges for that month. If you are able to provide me with that I would be happy, however the price I was charged and the amount of electric I was using just does not add up. 
  
  Sincerely,
  
  Regan *******

  Business Response

  Date: 02/27/2023

  OUC cares about our customers’ concerns and appreciate our customers' feedback regarding their bill concerns.  OUC has thoroughly reviewed this matter and all billing and reads are valid. Our customers' account is now closed an they were recently advised of final bill information.

• Initial Complaint

  Date:12/08/2022

  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.

  An employee by the name of *********************. Has been extremely rude to me as even to say she will cut my power to my mother in ********** out in Orlando since she overheard me telling a coworker that I was going to visit her. And since I didn't take her money fast enough she called me ******** and stupid which I am. It was super rude and my girlfriend told me to make the complaint and is helping me type this up. Due to my disability I am slower but not stupid I just takes me a second. I think I have every right to let you know you hired a very mean individual. My girlfriend thinks I could charge her for hate speech but i don't want to be mean back.

• Initial Complaint

  Date:10/30/2022

  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.

  We had an issue with a worker from this company. Hurricane *** in Orlando, ******* came and a tree fell from the next door neighbors house into our yard knocking the electrical line down. The electrical line was not dead we called the fire department to the house. OUC was also called and they disconnected the line. We called them back after the electrical contractor did the work required and it passed inspection. OUC came to connect the wire back to the pole. In doing so the worker knocked the electrical work off of the house that we just paid the contractor to fix. The contractor re did the work and charged us again which was not his fault. OUC should pay us for having to have the work redone for a second time. It is their fault. The worker was careless and or not properly trained. ******************************* Electrical License # *********** phone ************ can verify this information. We hired him October 6, 2022. We had to pay him again on October 19, 2022. I emailed OUC on October 24, 2:26 pm with documentation. On October 25 they sent an email but did not answer my request to refund what was paid to the electrician. I also CC: **************************************************** There was no response from the commissioners as of October 30, 2022. If they do not pay us for their error and take responsibility I will continue until it is resolved. I want $742.00 refunded to me. My account # is **********.

  Business Response

  Date: 12/01/2022

  OUC cares about our customer's concerns and appreciates our customer discussing their experiences.
  
  
  Our records indicate that our customer is in direct contact and being assisted by our ****************** Manager *********************.
  
  
  We also show that OUC received an initial dispute from our customer through the *********************** office on 10/24/2022.
  
  
  Our customer will need to continue contact with our ****************** Manager to resolve their dispute.
  
  
  We continue to work diligently and provide the best customer service to assist all of our customers.
  
  
  We hope to continue favorable business in the future.
  

  Customer Answer

  Date: 12/05/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  At this point 12/04/2022 I sent the proof that I paid te electrical contractor twice for the same service. I previously sent the invoices that they asked for. Also, the worker who did not have enough line to connect to our house was on vacation and should be back. It's taking a little long. I am waiting for him to pay me for OUC mistake.

• Initial Complaint

  Date:10/27/2022

  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.

  9/12/2022 our water was shut off unexpectedly. We call OUC to send a technician to figure out what was going on and find out that they had come by earlier to shut off water to our neighbor's house. Seemingly the meters had been set up incorrectly and the meter actually connected to our residence was reflected on their end as our neighbor's meter and vice versa. We reach out to OUC again to tell them what the technician had informed us and to figure out if we've been over billed and by how much since the last year and a half we've been paying the water bill belonging to our neighbors. We have called multiple times trying to get an answer and are constantly told someone will call us back and no one ever does. It's been a month and a half and thus far we've only been told they are sorry and are working on it. We need this resolved!

  Business Response

  Date: 11/22/2022

  OUC cares about our customers' concerns and appreciate our customer discussing his experience. Our records indicate a residential supervisor spoke with them to advise, meter cross was completed and billing is accurate. The billing would have created a debit which OUC did not charge due to our error.
  
  The current bill charges have been explained which reflect the accurate usage.
  
  With this matter resolved, we look forward to a continued favorable business relationship with you in the future.
  

  Customer Answer

  Date: 12/01/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The issue has not been fully resolved. The issue described persisted from 4/21 until 9/22. After months of chasing after OUC, I was finally provided with a billing spreadsheet showing corrections from 4/21 until 12/21. The incorrect billing is still in effect from 1/22 to 9/22. I have reached out to OUC regarding this and havenot received a response.
  
  Furthermore, the billing corrections were sent to me via email and I never received a verbal explanation from any supervisor, contrary to OUC's representations.