"DPU encourages any customer with concerns about their bill to contact us at 804-646-4646"

Good luck with that.

You must’ve just gotten your gas bill too? 😅

No, but after I sold my house in Henrico I spent almost a year trying to get them to close out my gas account. It finally took reaching out to the city councilman for the district I work in, emails to people in the Mayor's office, and finally emails with the head of DPU herself before they finally closed it out. Saying I'm glad to be done with them is a massive understatement. (Although to be fair I never had any issues with the service itself in the seven and a half years I lived in my old house save for not getting an initial bill for three months when I first moved in.)

Their customer service reps were useless but I never could figure out if it was because they were incompetent or the dysfunction of the department prevented them from actually solving my problem.

By contrast it took me one short phone call to close out my water/trash with Henrico DPU. There's no reason why Richmond has to be so awful.

Mine is still open....coming up on 10 months, I think. I've lost count. I dread whatever my next move is.

In retrospect I should filed a complaint with the State Corporation Commission. https://scc.virginia.gov/pages/Utility-Complaints I didn’t discover that until I was corresponding with the head of DPU. That would have been my next step though if she hadn’t finally gotten it resolved.

Purposefully confusing number so you give up

Oh you know the jingle: 0118-999-881.......

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Can we send a formal email?

Have also sent emails. Same lack of response as waiting on hold for 20-30 minutes and no one ever answering. It’s ridiculous.