Found an overbilling for a client in Richmond with Dominion Energy. Dominion confirmed the error and issued a credit memo. I invoiced the client for my contingency fee. Client says they want to wait until the credits actually appear on their bills before paying me. Fair enough. But it's been three billing cycles and Dominion still hasn't applied the credits. I'm caught in the middle — Dominion confirmed the error but won't apply the credits, and the client won't pay me until they see the credits. What do I do?
Client paid the utility but not my invoice — utility dragging their feet helping
Call Dominion's commercial billing supervisor and reference the credit memo number and date. Ask for a specific timeline for when the credits will post. Get the answer in writing via email. Then forward that email to your client showing you're actively working to get the credits applied. In my experience Dominion processes credits in batches and sometimes it takes 2-3 billing cycles after the memo is issued. But they always come through eventually if you have the written confirmation.
Robert gives good tactical advice. Your engagement agreement should also address this scenario. My recommended language: the client's obligation to pay the auditor's fee arises when the utility acknowledges the error in writing, regardless of when credits are applied. This separates your right to payment from the utility's administrative timeline. For this current engagement, keep pressure on Dominion and keep your client informed of your efforts. Most clients are reasonable when they can see you're actively advocating for them.
Credits finally posted on the fourth billing cycle. Client paid my invoice the same week without complaint. The key was keeping them informed throughout the process so they didn't feel ignored. Added Randy's language about fee obligation triggering on written acknowledgment to my agreement. Much cleaner for next time.