| DPU E-Bill: Frequently Asked Questions |
DPU has teamed up with CheckFree, an online bill payment site, to make receiving and paying your
utility bill quick, secure and easy! We welcome the opportunity to answer your questions about this FREE
online billing program, DPU E-Bill. Listed below are answers to several important questions to provide you
with some more information about DPU E-Bill. You may also call Customer Service at 644-3000 from 7:30 a.m. to
5:30 p.m., Monday through Friday. For more details, visit CheckFree’s web site at
www.checkfree.com.
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Q. What is DPU E-Bill?
A. DPU has teamed up with CheckFree, an online bill payment site, to bring you DPU
E-Bill. This FREE online billing program enables you to receive and pay
your bills online through the Internet. This method is much quicker and easier
than traditional bill payment methods. With a few minutes online, you determine
how much to pay, when to pay and what method of payment to use. With DPU E-Bill,
you can pay your utility bill at any time from anywhere – it’s a convenient and
simple way to save you valuable time.
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Q. How does DPU E-Bill differ from my current bill paying process?
A. Instead of receiving a printed paper bill through the mail, with DPU E-Bill you
are notified via e-mail when a new utility bill has arrived, and you can review
and pay the bill from DPU’s web site at www.richmondgov.com/dpu/.
Once you approve payment of your utility bill, your bank account is automatically
charged, making the process quick and efficient – no anticipating mail time or
waiting for your payment to be posted. DPU E-Bill also offers you features that
can’t be done offline, such as payment tracking, e-mail reminders, payment
history and payment guarantees.
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Q. How do I receive and pay my utility bill through DPU E-Bill?
A. To register to receive and pay your utility bill through DPU E-Bill, click on the
“Enroll Now” button on this page. Enrolling is quick, easy and absolutely FREE. All you need
is a copy of your latest paper bill and a few minutes. After you register, you can begin paying your
utility bill online immediately – just go to www.richmondgov.com/dpu/
and follow the links for Online Billing and Payments, then click on the “Receive/Pay Bills Now” button.
Your payments are made by automatically drafting from your bank account.
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Q. How does DPU keep my personal and financial information secure and private?
A. We are committed to keeping any
information you submit to us secure and private. DPU E-Bill uses
state-of-the-art security safeguards, including 128-bit SSL encryption and
password protection, to ensure the security of your transactions and personal
information. And best of all, DPU E-Bill guarantees security protection of your
account.
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Q. When will my payment post to my account?
A. The payment will post to your account on your scheduled payment date. However, the
payment will not appear on your online bill until your next online bill.
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Q. If my service has been disconnected, can I pay online to have the service restored?
A. To have your service restored, you
will need to contact Customer Service at (804) 644-3000 from 7:30 a.m. to 5:30
p.m., Monday through Friday, after your scheduled payment date. To avoid delay
in having your service restored, please visit us at 900 East Broad Street, Room
115.
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Q. How do I make payment arrangements?
A. To make payment arrangements, such as
enrolling in the Equal Monthly Payment Plan or Third Party Notification Program,
you will need to contact Customer Service at (804) 644-3000 from 7:30 a.m. to
5:30 p.m., Monday through Friday.
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Q. Who do I contact if I am having problems with my online payment?
A. If you are having difficulties with your online payment, please contact your Service Provider.
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Q. Can I transfer or close my account online?
A. Transferring or closing an account is
a Customer Service function. For more information, you will need to contact
Customer Service at (804) 644-3000 from 7:30 a.m. to 5:30 p.m., Monday through
Friday.
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Q. Can I change or stop payment on an electronic transaction?
A. Yes, you can cancel a pending payment before the scheduled payment date.
However, payments cannot be cancelled on or after the scheduled payment date.
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Q. Can I print a copy of my bill and pay it at any of your convenient locations?
A. Yes, bills can be printed for your records. However, you can only use this
printed copy to make payments at the Department of Finance, located in City
Hall, Room 102, 900 East Broad Street.
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Q. How do I update my phone number and mailing address?
A. To update your phone number or mailing address, you will need to contact the
Customer Service Center at (804) 644-3000 from 7:30 a.m. to 5:30 p.m., Monday
through Friday.
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Q. How do I return to reveiving my bill through the mail?
A. You can cancel enrollment at any time
by pressing “View/Change” on the Payee Setup tab of CheckFree’s site and
requesting that DPU E-Bill be discontinued. After confirmation is received that
the service has been discontinued, DPU will resume sending your bills by
mail.
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DPU is offering this convenient online billing option as part of our ongoing commitment to provide you with the
best service possible.
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