Residential Service

We are strongly committed to supporting our customers impacted by Hurricane Fiona. If you have a question regarding your bill received from August 21, 2022, and October 7, 2022, LUMA has extended the time you have to file an objection to Thursday, November 24, 2022. Any customer with questions about their bill is encouraged to visit one of our customer service centers, call directly at 1-844-888-5862 (LUMA), use the MILUMA app and web portal or contact through the mail at PO Box 9100, San Juan, PR 00908-9100. LUMA representatives are standing ready help and to answer any questions or concerns.

If you do not agree with your bill, you can submit a billing inquiry through Mi LUMA web. To be able to use this service, first you need to register, then sign in and then navigate to the billing inquiry form under the Support menu in Mi LUMA web. You can then submit your inquiry, we will process it, and we will either adjust the bill or provide an explanation to the charges.

Over the last year, the dramatic global increase in generation fuel costs has been the sole reason customer rates have increased. To put this in perspective, PREPA’s generation costs have required six rate increases to adjust for changes in fuel prices, while LUMA, in contrast, has never raised the customer base rate.

While LUMA is not responsible for the rise in generation fuel costs, we know the economic burden this puts on our customers, and we’re determined to help. If you are having any financial difficulties, call us at 1-844-888-LUMA (5862) or visit one of our 25 customer service centers, where together, we can work on a manageable payment plan or see if you qualify for a special customer rate.

In addition to LUMA assistance, we’re helping to connect eligible customers to federal and state financial assistance programs. See below for more information on the various programs that may be available to you and your family.

1. Coronavirus Aid, Relief, and Economic Security Act (CARES) Act provides economic assistance for workers and businesses to address issues related to the onset of the COVID-19 PANDEMIC. Including:
   1. Economic impact payments
   2. Expansion of unemployment benefits
   3. Loans for small businesses
   4. Employee Retention Credit for businesses
   5. Student Loans
   6. Mortgage loan relief
   7. Rent payment assistance
      To know more, go to: https://www.usa.gov/help-with-bills
2. Weatherization Assistance Program (WAP): Helps low-income families achieve a reduction in domestic energy consumption, by replacing old or inefficient equipment with energy-saving equipment and measures. To know more, go to: https://www.energy.gov/eere/wap/weatherization-assistance-program
3. Temporary Assistance for Needy Families (TANF): This program provides financial assistance to individuals and families that do not have the financial resources to meet their basic needs To know more about the program and learn how to apply, go to: https://www.benefits.gov/es/benefit/613

You can also visit https://www.benefits.gov/ to fill out a questionnaire that can help you identify the financial aid programs that are available for you.

Over the last year, the dramatic global increase in generation fuel costs has been the sole reason customer rates have increased. To put this in perspective, PREPA’s generation costs have required six rate increases to adjust for changes in fuel prices, while LUMA, in contrast, has never raised the customer base rate.

While LUMA is not responsible for the rise in generation fuel costs, we know the economic burden this puts on our customers, and we’re determined to help. If you are having any financial difficulties, call us at 1-844-888-LUMA (5862) or visit one of our 25 customer service centers, where together, we can work on a manageable payment plan or see if you qualify for a special customer rate.

In addition to LUMA financial assistance, we encourage our customers to take advantage of LUMA’s various subsidy programs that are available to eligible customers. See below for more information on the various programs that may be available to you and your family.

1. Elderly Subsidies – We offer a special tariff to elderly 65+
   • Valid photo ID needed
   • The electric bill must be in the name of the person requesting this subsidy.

2. Student Subsidies – We offer special tariffs to full time college students.
   • If older than 21 they would have to be included in the bill (name)
   • If under 21 their legal guardian must show they live at the address (tax form)

3. 152 Law Subsidy – For individuals that depend on life saving medical equipment
   • It requires a certification by the Department of Family
   • Medical certification needed
   • It could cover 1005kv of energy usage of that lifesaving medical equipment

4. T-111 disability Subsidy – Special tariff for the differently abled
   • Requires a certification from Social Security Department

5. T-110 PAN recipient Subsidy – Special tariff for beneficiaries of this government program
   • Requires a certification from ADSEF