PENSACOLA, Fla. -- Many of Channel 3's viewers continue to call about their frustrations with Florida Power & Light.

In some cases bills have doubled.

Some people have had their power shut off. And some viewers are sending Channel 3 their actual bills asking for help.

Channel 3 asked Florida Power and Light for a breakdown of what's behind the charges.

Channel 3 put in a call to a spokeswoman at Florida Power and Light to do just that -- breakdown the numbers to better understand the problem.

She told Channel 3 no one was available, because they "were busy helping customers."

So, we decided to try and figure it out ourselves.

Channel 3 searched how to read a Florida Power & Light bill on their website. We learned there are multiple ways to read your light bill -- online, on the app, and the physical copy you get in the mail.

The number you should be looking at right now is the number of kilowatts you're using. And, you can find that number on your bill.

But many of our viewers have called Channel 3's hotline and are telling us the rates they're paying for are different than the rate per kilowatt listed on the website, app and the paper bill.

So, Channel 3 decided to look into it, and also found different figures.

The rate per kilowatt on the app is lower than the rate on the paper bill.

One viewer shared their $240 bill from FPL.

Channel 3 did the math for both figures and found a $55 difference.

We put in a call to Florida Power & Light and asked for an explanation.

Initially, they told Channel 3 they weren't available for an on-camera interview, because they were busy helping customers.

But hours later, they issued this statement:

I understand the confusion. The numbers on the bill under the “Keep in Mind” section are inclusive of everything listed on the bill under the Energy charge section, which includes several clauses and other charges. The snippet from the fact sheet that you sent did not originally include all of the other clauses and charges, which we actually updated and replaced on the website earlier today to ease confusion. If you look here: https://www.fpl.com/northwest/rates/understanding-your-bill.html - you will see that it matches what is on the bill. For clarity, attached are two other fact sheets from our website; one is the full rates schedule, including lighting charges, and the other is a pie chart breakdown of all of the different parts that make up the bill. We are in an unusual situation that is causing higher than expected power bills for many Northwest Florida residents. There are four main drivers of this, and they’re all happening at once: FPL received a state approved rate increase that went into effect Jan. 1. This included a tiered pricing structure where customers pay a lower rate for the first 1,000 kWh of energy used and a higher rate for energy use over 1,000 kWh. This tiered rate structure is designed to encourage energy efficiency. Learn more about the state-approved rate increase at FPL.com/answers. The cost of fuel used to generate electricity, like many other products, has gone up. Cold weather often causes heating systems to work overtime as they try to make up the difference between the outside temperature and your thermostat setting. Billing cycle days can also impact your bill; this can vary from month to month and usually range between 28-35 days. Your billing cycle could coincide with multiple cold weather snaps, which can drive up your energy usage and your bill for that month. Again, the biggest thing that we can do to help our customers right now is to push out information on how they can monitor and manage their energy usage. I would appreciate your team’s assistance in getting this information out there.

Florida Power & Light says if anyone has any questions about their bill, they should call their customer service line at 1-800-226-3545.