Business ProfileforKissimmee Utility Authority

On December 26, 2022 I lost my father and was going through a tough time. Due to the nature of his death I was not mentally in a good place to handle life. The day before my dads burial my lights got cut off, oversight on my end due to everything going on. I called the same day to KUA apologize, explaining the tragedy and paid to get my lights on. Fast forward today, I received a letter explaining due to my termination for non payment on 1/5/23 I’ll need to pay an additional $160 deposit to add with my other $450… deposit. I called today, to ask for an exception due to the circumstances and financially my family can’t afford an additional expense. I was greeted with poor customer service, it was like yes your gonna pay it or have no lights. It’s sAd that they can treat customers this way and get away with it since we have no other company to move too. In addition, I asked for the policy I signed agreeing to KUA to ask for an additional deposit on an existing account and ask the agent to review the letter KUA sent which she couldn’t provide neither. She was very rude and didn’t care for what I was asking or explaining. Also, this agent was took over the call saying she was a Supervisor. I feel KUA doesn’t care about how this policy can effect their customers. I would like to note that my family has owned our home for 8 years, paid the 1st deposit 8 years ago. We have been customers for 8 years this policy is marginal all customer in one bubble, we are not renters and KUA will not be left with a $2000 bill. I am asking for the company to make an exception.