Rene Nanni sent a message to James Robo that said:
Dear Mr. Robo,
I am a customer of yours, and am reaching out in hopes that you can help me. We are a family of 5 that has been struggling a lot the past few years, and are slowly getting out of the hole. We were actually homeless last year, so we have made a lot of progress. We had fallen behind on our electric bill, and were struggling to catch up. We were finally able to get completely current this month, or so I thought. I understand your company has a policy that charges a deposit when a customer falls behind on their bill. This makes no logical sense to me. If you see a family struggling, but still making an effort to send you money every month, why would you increase the bill? I have paid your company almost $700 just this month, and have been told that I still owe an additional $178 that is due on the 15th because of this deposit, and there is not one single person in the entire company that can do anything about it. I have other bills, and rent that I have to pay. I cannot give you people every penny I have, every week. All I was asking was to apply this ridiculous deposit to my balance. The fact that I have made three large payments to your company this month should be all of the "security" you need on the account. We have made more than enough effort here, and we will never get caught up if you don\'t give us a break. I have always had good things to say about FPL, but this is really upsetting and the message I am getting is that your company doesn\'t care about it\'s struggling customers. I hope that you can help me. My phone # 941 445 1714 acct#84064 24146.
Thank you,
Rene Nanni
