LUMA to Close Offices in Aibonito, Isabela

San Juan: LUMA Energy announced that it will permanently close its customer service offices in the municipalities of Aibonito and Isabela effective June 26, raising immediate concerns among residents who rely heavily on in-person assistance for electric service issues.

The closures were first reported by El Nuevo Día and later confirmed through company statements.

According to the report, the offices currently assist customers with bill payments, account inquiries, outage information, service requests and other support services related to Puerto Rico’s electrical system.

Residents in both municipalities frequently use the offices because many customers, particularly elderly residents, prefer face-to-face assistance instead of digital platforms or automated phone systems.

The announcement comes as LUMA Energy continues facing criticism across Puerto Rico over customer service quality, frequent blackouts, delayed response times and the overall management of the island’s electrical grid.

Since taking over Puerto Rico’s transmission and distribution system in 2021, the private consortium has remained at the center of political controversy and public frustration.

LUMA did not immediately announce replacement physical service locations for customers in Aibonito and Isabela.

However, the company stated that customers would continue receiving support through online services, telephone assistance and other customer service centers operating across Puerto Rico.

The closures also renewed concerns about accessibility in rural communities where internet access, transportation and digital literacy may be limited.

Critics argued that shutting down local offices could disproportionately affect vulnerable populations already struggling to access essential services.

The move follows earlier rounds of customer service office closures announced by LUMA during 2025 as part of broader efforts to reduce operating costs and modernize services.

At the time, the company said savings from reducing physical office locations would be reinvested into grid improvements, infrastructure modernization and upgraded customer service technology.

LUMA encouraged customers to use its MiLUMA digital platform and phone support systems for account management, outage reporting and service requests.

The announcement intensified the broader debate in Puerto Rico surrounding modernization, privatization, accessibility and the future management of essential utility services on the island.

Residents Raise Accessibility Concerns

The closure of the Aibonito and Isabela offices immediately triggered criticism from residents and community advocates who fear the decision will make it more difficult for customers to resolve service issues directly with company representatives.

Many residents in rural areas continue relying heavily on in-person assistance rather than online systems.

Concerns were especially pronounced among senior citizens who may not feel comfortable navigating digital platforms or automated telephone systems.

Community members said physical offices remain important for handling billing disputes, payment plans, outage claims and technical service issues.

The closures also highlighted deeper frustrations with Puerto Rico’s electrical system overall.

Since assuming operational control from the Puerto Rico Electric Power Authority, LUMA has repeatedly faced criticism over persistent blackouts, rising electricity costs, repair delays and communication problems.

Some residents questioned whether reducing customer service centers aligns with the company’s promises to improve customer experience.

Critics warned that eliminating local offices could place additional strain on already overwhelmed phone support systems and force residents to travel long distances for face-to-face assistance.

Debate Over Privatization Continues

LUMA has consistently defended its restructuring efforts by arguing that operational efficiencies are necessary to modernize Puerto Rico’s aging electrical infrastructure.

The company previously stated that funds saved through office closures would support reliability upgrades, grid improvements and customer service technology modernization.

LUMA also emphasized that other customer service centers across Puerto Rico will remain operational and that many services can now be completed remotely through digital systems.

However, critics noted that internet reliability and access to technology vary significantly across different regions of Puerto Rico.

Political leaders and advocacy organizations have repeatedly scrutinized LUMA’s operations since the company assumed management responsibilities from PREPA.

Public dissatisfaction over electricity service continues to rank among Puerto Rico’s most politically sensitive issues.

The closures in Aibonito and Isabela therefore became part of a much broader debate involving privatization, modernization, customer accessibility and the long-term future of Puerto Rico’s electrical system.