MEMPHIS, Tenn. — Customers of Holly Spring Utility Department in Holly Springs, Mississippi for years have complained about the department's poor customer service, inaccurate bills, and electricity not staying on.
The Mississippi Public Service Commission has announced there will be an investigation into the performance of the Holly Spring's Utility Department's (HSUD) electric services.
Chris Brown, the North District Public Service Commissioner said last week they hired Silverpoint Consulting, LLC (Silverpoint) to conduct an independent investigation into HSUD's operations.
Brown told ABC24 the commission wasn't aware how bad things were at HSUD until an ice storm impacted customers two years ago. He said after Silverpoint Consulting's investigation they hope to turn things around at HSUD in a positive direction.
"Nobody in this time in time should suffer under those kinds of conditions. Our message is we hear you and we're gonna do everything we can to help HSUD," Brown said.
According to Brown, the investigation will focus on the utility’s management of its distribution system efficiency and reliability, as well as the management of its customer service and related functions, including bill collection, bill accuracy, and customer care.
He said HSUD issues are bigger than they imagined, "TVA testified to us that out of 153, I believe they said that 60 to 70 percent of their complaints in the whole valley comes for HSUD."
The investigation relates specifically to customers outside of the city limits of Holly Springs. Representing about 80% of the customer base of HSUD including those living in Marshall, Benton and Lafayette Counties, even some parts of Tennessee. According to Brown, HSUD has 12,000 customers they service in those counties.
Justin Shaw is one of the customers who complained about HSUD's lack of service. He said the utility department is long overdue for maintenance within its operations.
"I don't understand why, if they're trying to provide a service and everything that they don't have a sense of urgency trying to keep them on," Shaw said.
According to Shaw, he had to spend $12,000 on a generator because of the constant outages at his home in rural Marshall County. He feared his job was on the line due to calling out when his lights would go out.
"I don't think I should have to put this in, based off needing basic necessities," Shaw said. "We're not a third world, but the way Holly Springs is and running, it seems like a third world out here."
Shaw said he's not the only one dealing with not having electricity. He said his neighbor's situation is much worse.
"My neighbors are a whole lot worse like I am, if you go to Mt. Pleasant or Slaton somewhere, they're constantly out two or three times a week," he said.
Brown told ABC24 in 2023, 909 customers filed complaints with Holly Springs Utility Department. He said in 2024 so far, it's more than doubled with 2,396 complaints.
ABC24 spoke with the general manager of the HSUD off camera. They said their department is aware of the investigation and they will do their part to cooperate.
HSUD customers who wish to participate or learn more about the process should reach out to the Commission directly at (800) 356-6428 or (800) 637-7722.