HAMPTON ROADS, Va. – HRSD and HRUBS November and December bill due dates are being extended until the end of January without any fees.
This comes after the HRSD ransomware attack that occurred in November 2020, which disrupted billing across the service region for several weeks. The attack affected 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. HRSD officials say customers receiving those bills 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.
To make a payment online, click here or call 1-844-257-6063.
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.