The City of Richmond Department of Public Utilities (DPU) has announced that changes to its PromisePay payment plan terms will take effect on September 1, 2025. The update is part of preparations for the launch of a new customer portal scheduled for early 2026.
Under the revised terms, customers who establish new PromisePay plans on or after September 1, 2025, will be eligible for repayment periods of up to 12 months. Those with existing payment plans created before this date can maintain their current repayment arrangements.
Additionally, DPU states that “customers in good standing will have one opportunity to add an additional balance to their current PromisePay Payment Plan balance.” The department encourages those needing longer repayment periods for significant overdue balances to act before the changes take effect.
“These updates reflect an effort to streamline services ahead of the upcoming launch of DPU’s upgraded customer portal, designed to improve customer experience and account management,” according to the department. Customers seeking further financial assistance can find information about MetroCare assistance programs and other options at rva.gov/public-utilities/billing.
