The HRSD ransomware attack that occurred in November 2020 disrupted billing across the service region for several weeks, affecting November and December bills, as well as access to customer accounts. Once business operating systems were restored in December, the billing system erroneously added “Payment Due Immediately” messages on some bills, and in many instances, the bill due dates were not adjusted to take into consideration the delayed billing cycle. Customers receiving bills as described should disregard the messaging and the payment due dates indicated on these bills.
Customers will not be penalized with late fees or interest for payments made after the due date on these bills. Payments for November and December HRSD or HRUBS bills may be made as late as January 31, without penalty. Customers wishing to pay bills in person with cash may do so weekdays between 8:00 a.m. and 4:30 p.m. at the HRSD lobby located at 1434 Air Rail Avenue, Virginia Beach. Bills may also be paid by calling 844-257-6063, online here, or by check/money order at any dropbox location.
HRSD Director of Finance, Jay Bernas added, “We sincerely apologize for the billing issues resulting from the unfortunate ransomware incident that shut our entire billing system down. We’ve increased our call center staff to help answer customers’ concerns. We appreciate your patience and understanding as we resume regular billing operations in the weeks ahead.”
All bill payment and customer contact methods have been restored, but customers should be prepared for longer than normal wait times when calling.
For information about available CARES Act Funding for past due utility bills, please visit www.norfolk.gov/utilityrelief. There, customers may complete a brief online form to apply for funds. To apply by phone, please call 757-886-5128.
Please note: Once an application is received and approved, it may take up to a month before an account will be credited.
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