Customer Complaints Surge as Meter Failures and Estimated Billing at WAPA Persists

As customer complaints over faulty meters and inflated estimated bills rise, WAPA begins replacing meters with manual-read units and increases staffing, while awaiting FEMA’s $138 million grant for a comprehensive metering system overhaul

During a PSC board meeting on Tuesday, Assistant Executive Director of the Public Services Commission, Tisean Hendricks, reported a surge in customer complaints and inquiries regarding various service issues with the V.I. Water and Power Authority. Complaints have been received through multiple channels, including online, over the phone, by mail, and in person. “We have also noticed customers expressing concerns on social media platforms,” she noted.

“The Virgin Islands Public Services Commission has witnessed a significant increase in customer complaints and inquiries regarding various service issues with the Virgin Islands Water and Power Authority,” said Ms. Hendricks. Most concerns center around the chronic problem of perceived overbilling, where estimated bills are unusually higher than those based on actual meter readings. She also highlighted other major issues, including “non-responding meters and solar or net billing concerns.”