If you're an Orlando Utilities Commission customer and you haven't received last month's bill, you're not alone.
OUC officials said a billing error means there's a chance thousands of customers never got a bill for September.
The utility company said it is waiving late fees through the end of the month for anyone who didn't receive their bill.
OUC officials said the company OUC uses to print bills couldn't prove it mailed all of them this month.
The missing bills should come in the mail soon, along with a letter of apology.
Franchesca Kenyon didn't receive her September power bill and at first, she figured it had something to do with Hurricane Irma.
"We were expecting a delay,” she said.
But then, she received the electronic version of her bill.
“After a little bit later, we were like, 'OK, this is kind of odd,'" said Kenyon.
The bill printer couldn't prove it mailed September bills to more than 5,000 customers.
The company, Level One, reprinted the bills and mailed them out last week.
ORANGE COUNTY, Fla. — The bills will come with a statement that reads, in part, "If you have not paid your bill, rest assured that OUC will not charge late fees to your account, and your services will not be disconnected for nonpayment due to this error."
Still, the error means some customers will end up having to pay two bills around the same time, since October's bill will go out in a matter of days.
"You like to open up your mail and see that, but unfortunately, I haven't seen it as of yet,” Kenyon said.
She’s still waiting for her paper bill to show up, although since she got an electronic one, she already paid her bill.
She wonders about customers who rely on paper statements.
“I think it's definitely an issue, especially for people who are either not paperless or they don't automatically have it taken out of their account,” said Kenyon.
OUC officials said any customers with concerns about the billing problem can call to set up a payment plan.
Cox Media Group
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