{"id":237787,"date":"2025-09-19T01:54:13","date_gmt":"2025-09-19T01:54:13","guid":{"rendered":"https:\/\/www.europesays.com\/us\/237787\/"},"modified":"2025-09-19T01:54:13","modified_gmt":"2025-09-19T01:54:13","slug":"september-sees-surge-in-jea-call-center-wait-times-amid-billing-questions-action-news-jax","status":"publish","type":"post","link":"https:\/\/www.europesays.com\/us\/237787\/","title":{"rendered":"September sees surge in JEA call center wait times amid billing questions \u2013 Action News Jax"},"content":{"rendered":"<p class=\"default__StyledText-sc-tl066j-0 jsuuLb body-paragraph\">JACKSONVILLE, Fla. \u2014 Action News Jax has learned that since JEA took over management of Normandy Village Utility (NVU), the public utility\u2019s call center has been flooded with inquiries, reaching its highest call volume in nearly two years.<\/p>\n<p class=\"default__StyledText-sc-tl066j-0 jsuuLb body-paragraph\">The influx in calls comes primarily from Normandy Village residents as well as existing JEA customers with questions about their unusually high heat-related August bills \u2013 which have significantly impacted customer wait times. <\/p>\n<p class=\"default__StyledText-sc-tl066j-0 jsuuLb body-paragraph\">JEA said the average call wait time has increased nearly 50%, rising from 11.4 minutes over the past 20 months to 16.4 minutes so far in September. The longest wait time this month was 30.3 minutes on Sept. 2, while the shortest came on Sept. 17 at 7 minutes. <\/p>\n<p><img decoding=\"async\" data-chromatic=\"ignore\" alt=\"\" class=\"c-image\" loading=\"lazy\" src=\"https:\/\/www.europesays.com\/us\/wp-content\/uploads\/2025\/09\/HJUWKBHOSRB7DAUYKE35WHESLU.png\"  width=\"800\" height=\"516\"\/>JEA call wait times JEA wait times for answers by the call center <img decoding=\"async\" data-chromatic=\"ignore\" alt=\"\" class=\"c-image\" loading=\"lazy\" src=\"https:\/\/www.europesays.com\/us\/wp-content\/uploads\/2025\/09\/KPBANKCVHFF2DKPAMJI3C26BL4.png\"  width=\"800\" height=\"425\"\/>JEA call wait times JEA wait times for answers by the call center <img decoding=\"async\" data-chromatic=\"ignore\" alt=\"\" class=\"c-image\" loading=\"lazy\" src=\"https:\/\/www.europesays.com\/us\/wp-content\/uploads\/2025\/09\/L55YQLD3QVB7PGW6TM7N6RPAHI.png\"  width=\"800\" height=\"1564\"\/>JEA call wait times JEA wait times for answers by the call center <img decoding=\"async\" data-chromatic=\"ignore\" alt=\"\" class=\"c-image\" loading=\"lazy\" src=\"https:\/\/www.europesays.com\/us\/wp-content\/uploads\/2025\/09\/KMDBF5VKK5C3XE7XGWRE4TMJ5M.png\"  width=\"800\" height=\"738\"\/>JEA call wait times JEA wait times for answers by the call center <a href=\"https:\/\/www.actionnewsjax.com\/live-breaking\/\" rel=\"noopener\" title=\"https:\/\/www.actionnewsjax.com\/live-breaking\/\" target=\"_blank\"><b>&gt;&gt;&gt; STREAM ACTION NEWS JAX LIVE <\/b><\/a><b>Normandy Village Utility Placed Under Receivership<\/b><\/p>\n<p class=\"default__StyledText-sc-tl066j-0 jsuuLb body-paragraph\">Earlier this month, a court <a href=\"https:\/\/www.jea.com\/About\/Media_Relations\/2025_09_09_JEA_Appointed_Receiver_of_Normandy_Village_Utilities_Systems_to_Ensure_Reliable_Service_for_Customers\/\" target=\"_self\" rel=\"noopener\" title=\"https:\/\/www.jea.com\/About\/Media_Relations\/2025_09_09_JEA_Appointed_Receiver_of_Normandy_Village_Utilities_Systems_to_Ensure_Reliable_Service_for_Customers\/\">officially placed Normandy Village Utility into receivership<\/a>, handing operational control of its water and sewer systems over to JEA. This decision affects approximately 1,350 meters in the Westside neighborhood.<\/p>\n<p class=\"default__StyledText-sc-tl066j-0 jsuuLb body-paragraph\">The change comes after years of customer complaints and repeated issues with the private utility company, ranging from water shutoffs without warning to unreliable billing practices and poor infrastructure maintenance.<\/p>\n<p class=\"default__StyledText-sc-tl066j-0 jsuuLb body-paragraph\"><b>\u201cDealing with this crap for 30 years\u201d<\/b><\/p>\n<p class=\"default__StyledText-sc-tl066j-0 jsuuLb body-paragraph\">In June, over a dozen Normandy Village residents attended a town hall meeting. Many <a href=\"https:\/\/www.actionnewsjax.com\/news\/local\/solutions-discussed-after-decades-complaints-against-small-jacksonville-utility-company\/25KVX3S3VJDRNPK36R4HBCZMUU\/\" target=\"_self\" rel=\"noopener\" title=\"https:\/\/www.actionnewsjax.com\/news\/local\/solutions-discussed-after-decades-complaints-against-small-jacksonville-utility-company\/25KVX3S3VJDRNPK36R4HBCZMUU\/\">voiced years-long frustrations<\/a> and anger over what they describe as neglect and mismanagement.<\/p>\n<p class=\"default__StyledText-sc-tl066j-0 jsuuLb body-paragraph\">\u201cWe\u2019ve been here 30 years,\u201d one customer said. \u201cWe\u2019ve been dealing with this crap for 30 years.\u201d<\/p>\n<p class=\"default__StyledText-sc-tl066j-0 jsuuLb body-paragraph\">Residents detailed a litany of issues, including:<\/p>\n<ul>\n<li>Water turning off unexpectedly, sometimes during showers or while cooking.<\/li>\n<li>Inconsistent billing or no bills at all.<\/li>\n<li>Outdated infrastructure with little to no communication from NVU.<\/li>\n<\/ul>\n<p class=\"default__StyledText-sc-tl066j-0 jsuuLb body-paragraph\"><b>[DOWNLOAD: <\/b><a href=\"https:\/\/www.actionnewsjax.com\/mobile-apps\/\" target=\"_blank\" title=\"\" rel=\"noopener\"><b>Free Action News Jax app for alerts as news breaks<\/b><\/a><b>]<\/b><\/p>\n<p><b>What\u2019s Next for Normandy Village?<\/b><\/p>\n<p class=\"default__StyledText-sc-tl066j-0 jsuuLb body-paragraph\">Despite the transition, customers should not expect immediate changes to their bills or rates. According to JEA:<\/p>\n<ul>\n<li>NVU customers will continue to pay their current water and sewer rates.<\/li>\n<li>This receivership only affects water and sewer services, not electricity.<\/li>\n<li>JEA has created a dedicated service line and online resources specifically for NVU customers.<\/li>\n<\/ul>\n<p class=\"default__StyledText-sc-tl066j-0 jsuuLb body-paragraph\">JEA Chief Water Systems Officer Robert Zammataro sought to reassure residents in a news release. <\/p>\n<p class=\"default__StyledText-sc-tl066j-0 jsuuLb body-paragraph\">\u201cCustomers can be confident that JEA will provide reliable water and wastewater services throughout this process,\u201d Zammataro said. \u201cOur focus is on providing stability, transparency, and service improvements where needed.\u201d<\/p>\n<p class=\"default__StyledText-sc-tl066j-0 jsuuLb body-paragraph\">Action News Jax asked JEA if it has a benchmark for call center wait times, but a utility spokesperson declined to say, only commenting that \u201cJEA is dedicated to serving our customers and meeting their needs.\u201d <\/p>\n<p class=\"default__StyledText-sc-tl066j-0 jsuuLb body-paragraph\">A Community Town Hall hosted by JEA is scheduled for Thursday, Sept. 25, where residents will be able to ask questions and receive updates directly from utility officials.<\/p>\n<p class=\"default__StyledText-sc-tl066j-0 jsuuLb body-paragraph\"><b>[SIGN UP: <\/b><a href=\"https:\/\/membercenter.actionnewsjax.com\/newsletters\/\" target=\"_blank\" title=\"\" rel=\"noopener\"><b>Action News Jax Daily Headlines Newsletter<\/b><\/a><b>] <\/b><\/p>\n<p>Action News Jax Top Stories<\/p>\n","protected":false},"excerpt":{"rendered":"JACKSONVILLE, Fla. \u2014 Action News Jax has learned that since JEA took over management of Normandy Village Utility&hellip;\n","protected":false},"author":3,"featured_media":237788,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5136],"tags":[7320,5229,7323,8314,3188,723,7324,7310,7327,127500,14626,127501,127499,7325,7326,67,586,132,5230,68,2969,127502,7322,7321],"class_list":{"0":"post-237787","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-jacksonville","8":"tag-action-news-jax","9":"tag-america","10":"tag-cbs47","11":"tag-duval-county","12":"tag-fl","13":"tag-florida","14":"tag-fox30","15":"tag-jacksonville","16":"tag-jacksonville-fl","17":"tag-jacksonville-power-bill","18":"tag-jea","19":"tag-jea-wait-times","20":"tag-normandy-village-utility","21":"tag-northeast-florida","22":"tag-southeast-georgia","23":"tag-united-states","24":"tag-united-states-of-america","25":"tag-unitedstates","26":"tag-unitedstatesofamerica","27":"tag-us","28":"tag-usa","29":"tag-utility-companies-in-jacksonville","30":"tag-wfox","31":"tag-wjax"},"share_on_mastodon":{"url":"https:\/\/pubeurope.com\/@us\/115228473345372503","error":""},"_links":{"self":[{"href":"https:\/\/www.europesays.com\/us\/wp-json\/wp\/v2\/posts\/237787","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.europesays.com\/us\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.europesays.com\/us\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/us\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/us\/wp-json\/wp\/v2\/comments?post=237787"}],"version-history":[{"count":0,"href":"https:\/\/www.europesays.com\/us\/wp-json\/wp\/v2\/posts\/237787\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/us\/wp-json\/wp\/v2\/media\/237788"}],"wp:attachment":[{"href":"https:\/\/www.europesays.com\/us\/wp-json\/wp\/v2\/media?parent=237787"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.europesays.com\/us\/wp-json\/wp\/v2\/categories?post=237787"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.europesays.com\/us\/wp-json\/wp\/v2\/tags?post=237787"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}