Beginning September 1, 2025, the City of Richmond Department of Public Utilities will implement new terms for its PromisePay payment plan. The changes are part of preparations for a new customer portal set to launch in early 2026.
Under the updated policy, new PromisePay plans established on or after September 1, 2025, will have repayment terms limited to up to 12 months. This is a reduction from the current maximum term of 36 months. Customers who already have payment plans in place before this date will be able to keep their existing terms.
Additionally, customers in good standing will be allowed one opportunity to add an extra balance to their current PromisePay Payment Plan balance.
“Customers needing longer repayment terms for significant past due balances are encouraged to take advantage of this opportunity now!”
The city states that these updates aim to streamline services ahead of the upgraded customer portal’s launch and improve account management. More information about financial assistance options, including MetroCare programs, can be found at https://rva.gov/public-utilities/billing.
