City leaders in Richmond, Virginia, are addressing widespread utility billing errors and surging call-center wait times following the May launch of a new customer service system. 

After the May rollout, customers began facing steeper bills, trouble making payments, and confusion over account changes.

Here's what to know

Richmond saw a sharp jump in utility customer service calls after introducing its updated system, 8News reported. 

July brought 38,744 calls — up from 13,686 in June — with residents citing unexpectedly high bills, uncertainty around the new 10-digit account numbers, slow service activations, and problems receiving or paying bills.

Mayor Danny Avula said the administration accepts responsibility for the troubled rollout and intends to correct it.

"When we miss the mark on something that we are going to own it, and we're going to fix it," Avula said, according to 8News. 

More background

The problems are part of a broader pattern of utility-related complaints for Richmond residents and business owners.

Customers had already voiced concerns about unusually high charges, and the city's attempt to modernize billing added to that frustration instead of clearing it up.

Going solar is one of the best ways to save money on home energy and gain more control over costs you can influence. Homeowners who want to explore their options can use EnergySage to get free solar installation estimates and compare quotes.

The updated Richmond system was meant to swap out the older setup, give customers a clearer billing experience, and improve both service-request tracking and payment options.

What's being done?

To deal with the complaints, the city says it has brought on additional staff to answer customer concerns, expanded training, and changed how issues are escalated so they can be resolved faster.

City officials also say they expect to add call-center hours and launch customer feedback sessions and open houses.

For readers looking beyond this immediate billing dispute, EnergySage's free services may offer a practical way to shrink future home energy costs. With EnergySage's help, the average person can save up to $10,000 on solar purchases and installations. Its no-cost comparison tools can also make it easier to understand what a fair solar quote looks like before signing a contract.

Readers can also check EnergySage's solar map, which shows the average cost of a home solar panel system state by state, along with solar panel incentives available in each state. Together, those resources can help homeowners get the best price for rooftop solar panels and access available incentives.

Adding battery storage to a solar setup is one of the best ways to protect your home during outages and save money on energy. It can also help households go off-grid, and readers can explore EnergySage for information about home battery storage options, including competitive installation estimates.

Where can I learn more?

These stories look at fights over utility affordability, corporate billing tactics, wildfire cost disputes, nuclear bill concerns, and heat-pump policy impacts.

• In Virginia, Dominion customers say bills have become unaffordable despite affordability promises from executives.

• Across the U.S., major utilities used tactics against customers while pushing households to pay more.

• In the West, PacifiCorp sought to bill customers for $1.7 billion in wildfire damages.

• In New Jersey, residents warned monthly bills could rise under a nuclear subsidy proposal.

• In California, experts warned it could impact power bills as heat-pump plans advanced.

Get TCD's free newsletters for easy tips, smart advice, and a chance to earn $5,000 toward home upgrades. To see more stories like this one, change your Google preferences here.