Recent claims circulating online and in local television news regarding a customer’s account are false. JXN Water was not contacted to verify the allegations before the story aired. Failing to verify information about essential water utility services is a disservice to the public.
The customer in question contacted our call center and requested that her water service be terminated, stating that she was moving and wanted the account transferred to a tenant’s name. During that call, she was informed that as the property owner, any outstanding balance would remain her responsibility. JXN Water offered a 12-month payment arrangement that would have allowed her to resolve the balance over time while maintaining service.
She declined that option and proceeded with termination of service at her own request. It is important to note that closing an account does not eliminate a past-due balance. Attempting to circumvent the established process by terminating service does not erase debt and can create additional barriers to restoration. In this case, the year-long payment arrangement offered would have allowed the customer to remain connected while resolving the balance, but she chose to terminate her account. Due to customer privacy protections, we cannot release the full call recording publicly, but documentation is available to correct the record.
False or incomplete reports about utility services undermine public confidence and harm the many residents who are working in good faith to navigate the system fairly. JXN Water offers extensive payment arrangements and options specifically to prevent unnecessary service interruptions for families experiencing hardship. Those policies must be applied consistently to every customer.
For those who wish to support residents experiencing verified financial hardship, donations may be made directly to the JXN Water Customer Assistance Fund administered by the Community Foundation for Mississippi.
Customers with billing questions or those seeking a payment arrangement should contact JXN Water at 601-566-3334 or visit our office at the Jackson Medical Mall.
