RICHMOND, Va — Leaders at Richmond’s Department of Public Utilities (DPU) raised “urgent” concerns amid the flawed rollout of its new billing system but seemingly struggled to get help from a vendor, according to internal communications reviewed by CBS 6.
Over the summer, many DPU customers expressed frustrations with their utility bills— reporting issues such as inaccurate balances, confusing account information, and the inability to access payment portals.
PAST COVERAGE: Richmond restaurant owner says a DPU billing error automatically pulled $60,000 from her account
Richmond restaurant owner says a DPU billing error automatically pulled $60,000 from her account
The issues came as DPU was transitioning to a modernized cloud-based billing system. The city partnered with vendors Oracle and Kubra on the nearly two-year long multi-million-dollar project called “Project Synergy.”…