Commission Hears Concerns About FPU

By: Shelia Mader

Jackson County residents made their frustrations with Florida Public Utilities loud and clear during the Board of County Commissioners’ monthly meeting, where complaints about billing issues, lack of local access, and customer service failures dominated discussion.

County Administrator Jim Dean opened the agenda item by noting the board had received a growing number of complaints over the past month. He also shared that FPU plans to return to Marianna for two additional customer care days in May.

“They will have two more customer care days… on the 19th and the 20th from 8 o’clock in the morning till 8 o’clock in the evening,” Dean said.

Those dates follow a previous two-day visit, where representatives reportedly saw a large number of customers. Despite that effort, commissioners and residents say the problems have not improved.

Chairman Jamey Westbrook made it clear the situation remains unacceptable, pointing to the difficulty residents face just trying to get help.

“Our people don’t have time to go all over the place to try to get somebody to straighten out their bill,” Westbrook said. “Some people have it and some people don’t. And I certainly want our people to be taken care of in any way we can.”

A major concern raised during the meeting is the lack of a local, walk-in customer service office in Marianna. While FPU still maintains a facility on Penn Avenue, it is no longer open to the public for bill payment or in-person assistance.

“There’s no walk-in traffic, and you can’t pay your bill there anymore,” Dean confirmed.

Commissioner Dr. Willie Spires questioned whether the company maintains any real presence in the community, highlighting a growing disconnect between the utility and its customers.

Dean explained that while a payment kiosk is expected to be installed at City Hall later this year, that does little to address the immediate need for face-to-face service. The most common complaint, he added, is simple but serious.

“The biggest thing I hear… is the lack of the ability to get somebody to talk to somebody and get somebody on the phone,” Dean said.

Residents who spoke during the meeting described a range of ongoing issues, including sudden bill spikes, delayed billing, and difficulty resolving errors.

Kevin Suhr, a Marianna resident of three years, said his electric bill nearly doubled without clear explanation.

“My bill when I moved in was like 125… [then] my bill goes from like 130 to $257,” Suhr said. “I don’t know what these rate increases were.”

Suhr also questioned why FPU’s local office remains closed to customers, calling attention to the empty building and lack of accessibility.

BJ Walters delivered one of the most pointed critiques, describing billing failures that have had serious consequences for residents.

“People are getting billed for two or three months at one time with late fees on it,” Walters said. “You have people having their power cut off that their accounts are current… they have to pay reconnection fees in excess of $350 to $400.”

Walters also raised concerns about customer service being handled out of the country, making it difficult for customers to get clear answers.

“You have a call center that’s in Costa Rica where you can’t hardly understand the people,” he said.

Throughout the discussion, frustration centered on the lack of accountability and the absence of a local office where residents can resolve issues directly. Many feel they are left with no clear path to fix billing errors or prevent service interruptions.

Chairman Westbrook echoed those concerns, referencing cases where customers had their power shut off despite having paid their bills.

“They turn their lights off and they’ve paid,” Westbrook said, noting he had received written complaints from residents.

Dean emphasized that he was not speaking on behalf of the utility company, but simply relaying information provided to the county.

“I’m not here representing FPU by no means,” he said during the exchange with Walters.

Commissioners discussed possible next steps, including formally contacting the Florida Public Service Commission and the state’s Telecommunications and Utilities Committee. Westbrook indicated he plans to personally address the issue at the state level and push for greater oversight.

In the meantime, residents remain frustrated as problems continue with billing delays, unexpected charges, and limited access to customer service. While FPU’s upcoming customer care days on May 19 and 20 may offer temporary relief, many in Jackson County say what they really need is a permanent, local solution.