City Commission lights up FPU for “unacceptable” customer service

Fernandina Beach city officials took Florida Public Utilities (FPU) to task Tuesday night over months of unresolved billing problems, a lack of basic customer support, and what commissioners called a “completely unacceptable” level of service — not just for residents, but for the city itself.

During a packed City Commission meeting, officials grilled FPU Director of External Affairs Victoria Price Langan over the company’s failure to fix long-standing account access issues, abandoned utility poles cluttering city streets, and a recent incident in which power was cut to the city-owned historic lighthouse.

City Manager Sarah Campbell told Langan that 21 of the city’s 140 utility accounts have been locked out of FPU’s system for more than eight months. Despite repeated attempts to resolve the issue, she said no progress has been made. The city, which pays FPU over $500,000 a year for service, couldn’t even access its billing data. As a result, FPU shut off power to the lighthouse due to nonpayment.

“I’m genuinely baffled by the inability for someone to help one of your largest customers just pay their bills,” Campbell said. “Our fiscal year closed out 21 days ago, and we still can’t process payments on key accounts.”

Commissioners also questioned whether FPU is in breach of its city franchise agreement, which requires a physical payment location within city limits. FPU officials pointed to third-party locations but could not confirm if any of them meet the legal requirement.

“Do you have one in the city limits?” asked Commissioner Genece Minshew. “Because if you don’t, you’re out of compliance.”

The city also demanded action on more than 200 abandoned utility poles cluttering streets, especially along Fletcher Avenue.

FPU claimed it cannot remove the poles until telecom companies relocate their equipment. But City Manager Campbell noted that under Florida law, telecoms have six months to move their gear after being notified. She questioned FPU’s enforcement and tracking process.

“Are they being notified effectively? How are we tracking this? And what’s the remedy when they don’t comply?” Campbell asked.

Commissioner Tim Poynter told Langan, "You gave them permission to put them on your poles initially, you can now tell them to get it off your old poles and put it on the other (new poles), so that argument doesn't sit well with me."

Commissioners were blunt in assessing FPU's lackluster customer service efforts. They demanded FPU provide a detailed plan to resolve the billing crisis, enforce pole removal timelines, and restore proper support for the city as a utility customer.

Minshew didn’t hold back.

“The service you’ve provided this community has been completely unacceptable,” she said. “If you can’t fix this, we need to look at whether we should continue to do business with you.”

In addition to the city’s own struggles, officials relayed dozens of complaints from residents who said they couldn’t reach FPU to disconnect service, ask questions, or report overcharges.

Minshew cited the case of Mr. Menzel, a customer who’s been trying since June to resolve solar billing issues and has been overcharged by $500 — with no resolution in sight.

“He can’t get phone calls returned. He can’t get responses. And it’s not just him,” Minshew said. “People are on hold for hours, and then they get dropped.”

Despite FPU’s claims that average hold time is only nine minutes, Minshew and others expressed deep skepticism.

“Frankly, I don’t believe your numbers,” Minshew told Langan. “I worked in utilities for 40 years. I know how this works.”

“We are improving all of our platforms and want to meet customers where they are,” she said.

Vice Mayor Darron Ayscue tried to put FPU's struggles in context, noting FPU’s support for local events and recent corporate mergers that may be contributing to service delays. He described how personally calling a local FPU manager had resolved several complaints in under 24 hours.

Minshew was not impressed with Ayscue's explanation.

“Getting a light fixed on a street corner and resolving eight months of billing problems are two very different skill sets,” she said. “You're (FPU) a monopoly. Your customers don’t have a choice. If you can’t serve them, we need to find another provider.”

FPU was given until the end of the week to submit improvement plans and contact protocols.