FAQs About Your Bill

General FAQs

How can I pay my bill?

Check out the payment options we offer. You can pay online, by phone, in person at an authorized payment location, or by mail.

Need extra time to pay your bill? Depending on the status of your account, you may see this option when you manage your account online. Or call us to discuss the situation.

How can I request more time to pay by bill?

Call us toll-free at 1-800-688-4673 to discuss available options.

How do I find out what I owe on my account?

Manage your account online to view your current and past billing, usage and payment information.

When will my payment be posted to my account?

It depends on the payment method you use:

Payment Method Payment Posting Schedule
U.S. Mail Allow 5-7 days
Credit/debit card or electronic check (through BillMatrix, a third party Payments made before 3 p.m. Eastern time Monday-Friday (except holidays) will be posted to your account that same day. Payments received after that time will be posted on the next business day. Payments made before 8:30 p.m. Eastern time will be reported to Dominion in time to prevent any pending disconnection of service.
Online (from your checking or money market account) Posting times vary.  Here's a schedule. 
Authorized Payment Centers The next business day

How can I get a copy of my bill?

Sign in or register and you can view and/or print a copy of your bill.

How can I have my bills mailed to another address?

You can change your mailing address when you manage your account online.

Why is my bill so high?

There are many reasons your bill may increase. Visit our energy-saving tips or home energy calculators for help.

About Security Deposits

In what circumstances may a security deposit be required?

A security deposit may be required if:

  • You are a new customer.
  • You have not paid your entire bill or payment plan amount by the due date should the required payment include a previous balance.
  • You have unpaid final balances from past accounts.
  • You have not established a good credit history and have more than one disconnection notice for nonpayment within the past 12 months.
  • You had service shut off for nonpayment.
  • You are in bankruptcy.
  • You have been involved with unauthorized usage of gas, theft of service or meter tampering.
How is the amount of the security deposit calculated?

The amount of the security deposit is calculated at 1/12 the annual revenue for the property at the prevailing rate.

Will the security deposit be billed?

Yes. Security deposits are billed in one installment and due in 20 calendar days.

When will I get my security deposit back?

The security deposit will be reviewed for refund after one year of timely, in-full, consecutive payments. Interest is paid if the full security deposit is held for 180 days or longer.

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