RICHMOND, Va. — Troubles and confusion surrounding Richmond’s rollout of a new public utilities billing system started the very day the system launched, according to internal communications reviewed by CBS 6.
For months, Richmond residents have been voicing significant frustrations with their water and gas bills. Customers have reported inaccurate balances, confusing account information, the inability to access payment portals, and more.
“I discovered I had two accounts, and one listed over $600, and the other about $100, so I was very confused,” one resident told CBS 6 in July…