LP&L still struggling with âunacceptableâ wait times, working to restore offices damaged by March flood LP&L struggling with 'unacceptable' wait times By Melanie Camacho | April 22, 2021 at 9:02 PM CDT - Updated April 22 at 11:01 PM LUBBOCK, Texas (KCBD) - Matt Rose with Lubbock Power and Light says itâs âunacceptableâ that customers have had to deal with long wait times to speak with customer service agents recently. He says the problem was due to the flood that hit their offices in March, flooding the basement of Citizens Tower and completely destroying the City of Lubbock Utilities building next door. Rose says the newly-renovated building had only been occupied for a year before the flood damaged it.