I had the same problem. Emails only resulted in replies sending me to the website to look it up but since I didn't have a bill number, etc. and which is why I was emailing (sigh). So I tried to call one time before I went down to city hall. I admit I was on hold for almost 15 minutes but the representative was able to find out the amount I owed (with interest), the bill number, and also found out the address on file was my old address. (I've lived at new address for 4 years.)

She submitted a 311 ticket to update address and I went online with my bill number and paid.

(804) 646-5700

Before going down there try calling, and prepare to stay on hold for awhile but it beats going down there.

Finally, but it's weird it took the Mayor to complain before anything was done.

Voting Blue 💙 Lamont Bagby for the win!