Jackson County residents are awaiting answers from the Florida Public Utilities (FPU) about errant meters, maintenance requests and billing disputes. Some residents have waited up to 10 months before hearing back.
Jackson County Commission Chairman Jamey Westbrook says they deserve to see who is in control.
“Can we get to where we can face somebody like in a court you get to face your accuser there and all in the state of Florida,” Westbrook says. “But we can’t face our accuser that’s accusing us of using more utilities than we ever dreamed of.”
Westbrook fears that without having a face to talk to, FPU will continue to be able to act completely free of punishment.
The Board of County Commissioners sent a signed letter to the Florida Public Service Commission (FPSC) in April. FPSC chairman Gabriella Passidomo Smith responded in a letter June 10, where they mentioned a meeting between FPSC and FPU that occurred May 21. The meeting discussed working on decreasing wait times on calls and communication with past due accounts, implementing new utility bill kiosks in Jackson and Liberty counties and ensuring FPU hosts in-person town hall meetings to facilitate community feedback.
FPU has an office in Marianna, but the doors have been shut to the public since the pandemic lockdowns in 2020.
Resident Amalia Nuccio received her billing statement and was charged three separate amounts in one month. Another resident, Cierra Wamble, said she had to set up a payment plan to get her account cleared up.
“I had a rough time with it at first,” Wamble said in a Facebook comment. “I ended up getting credited for it but it’s still frustrating and makes zero sense as to why it’s happening in the first place.”
The lack of communication from FPU has led resident Rebecca Aaron to begin collecting donations for families in the area to assist with their light bills, but she is not always able to assist everyone. Aaron says that the monopoly that FPU has in the area mixed with the lack of communication leaves many lower-income residents stuck.
“They will cut them off, and they do not communicate well enough with people to offer payment plans,” Aaron said. “There is no alternative to help keep these lights on, especially for lower income families.”
Aaron says that while she is grateful the public is able to help, the real problem comes from FPU.
“I live in a dual area where WFEC [West Florida Electric Co-op] and FPU provide services, the only people who have asked for help is FPU,” Aaron says.
Aaron says she will continue to help people when she can keep their lights on, but is aware there is a limit and hopes that one day she will not be needed anymore.
“I can only help so many without people getting burned out on donating,” says Aaron.
In a statement sent to WFSU News, Alexander Nye, Director of Strategic Communications for FPU said: “Our team is focused every day on delivering safe, reliable service while supporting customers who may be experiencing billing, service, or affordability challenges. That includes proactive outreach and one-on-one support, such as our Customer Care Days, where customers can meet directly with our team to review accounts, address concerns, and get timely resolutions. Our priority is to listen, respond quickly, and ensure customers receive the support they need.”
FPU hosted an event on May 19th and 20th that allowed residents to speak directly about any issues they may have had with billing. Resident Tammy Woods Blanchette says she was able to attend and have her issues resolved.
“The funny part is I signed up last Monday for a 3-minute meeting tomorrow [May 20th] and the very next day I got an email stating that they got it all resolved,” Blanchette said. “How convenient.”
Walt Trierweiler with the Office of Public Counsel represents customers who have issues with utility providers. He was the representative during rate cases against FPU in the years prior.
Trierweiler advises residents to report any issues they may have to the Florida Public Service Commission to begin opening a case into FPU. Residents reached out to Jackson County commissioners and together they sent an open letter back in April that has not had any response.
As of today, FPU says there are no plans for office hours in Marianna, but the utility will continue to be available for customers over the phone and during their Customer Care Days throughout the state.