Complaints

This profile includes complaints for Wisconsin Public Service Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Wisconsin Public Service Corporation

  700 N Adams St Green Bay, WI 54301-5145

  
• 

  Wisconsin Public Service Corporation

  PO Box 19003 Green Bay, WI 54307-9003

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Power went out May 1st without warning, called WPS, was on hold for hours, only to be told our autopay that we set up multiple times, hasn't gone through because it was disconnected without warning because of a payment that didnt go through, no call, no mail, for 8 months, only for them to tell ** we now owe 850 dollars to get our power back on, which we cant afford. Was hung up on after being on hold for hours trying to resolve. Still on hold after paying the amount and no power. We set up autopay 8 months ago and even before that but they disconnect it without warning and dont tell you that you are accruing money until months later when it is an unaffordable amount which most people cant pay on a whim. Food is going bad, house is very cold, cant use any power or shower. No warning, no customer **********************, absolutely awful company that needs to be corrected.

  

  Business Response

  Date: 05/02/2023

  We do not disconnect electric or gas service for non-payment during the five-and-a-half months between November 1st and April 15th.This period is referred to as the Winter Moratorium. Customers who do not pay during the moratorium are at risk of being disconnected upon the expiration of the Winter Moratorium.

  
  In review of this customers account, our records indicate only two payments have been made since September 2021. Additionally, there is no documented contact regarding any discussion about enrollment in our Automatic Payment Plan option. Prior to service interruption, the customer was notified of the intent to disconnect with a message on his monthly bill statement. Additionally, an outbound call was made to the phone number we have on file on April 21st in an effort to notify the customer. This is also the same phone number the customer provided the ******************** with in April. Service has since been restored, as the required payment was made. We are happy to discuss options regarding a Deferred Payment Arrangement if one is required.  We have also sent the customer a paper application for the Automatic Payment Plan, however the account will need to be brought current before enrollment in the Plan will be available. For future questions or concerns, the customer is encouraged to contact ** at **************. 

• Initial Complaint

  Date:03/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There is no contact information for anyone other than a call center agent. I have been on a budget billing plan and repayment plan since 07/21. The repayment plan never seems to go away as there is a continual increase in prices. However, In November my balance reflected a balance that was higher than what the previous fixed rates were. When I called I was told the system didn't recognize the repayment payment; although the agent acknowledges in fact, I made the payment. This caused a new agreement to be written and created a tailspin. I have called every month sometimes twice a month. The only option is to add another set term to the end is it broke the agreement. Their tactic seems very predatory. I can't seem to get the repayment paid off and they continue to add months onto the back end. Their agents give incorrect or different information. WPS takes no accountability. Instead, they pass it on to their client. Who really has no other option but to use their service.

  

  Business Response

  Date: 03/27/2023

  An extended payment plan was setup on 12/23/2022 that would bill **************** a monthly installment plus a budget, for a total balance owing each month. The February payment was due by 02/20/23, however, payment was not received by the bill due date and the agreement terminated.
  
  Upon receipt of his February statement **************** contacted the utility, explaining he thought the due date was 2/25/23.  He offered to make the missed payment and requested to have an extended agreement re-instated.  A new plan was established and with receipt of the down payment, the account was again setup on budget billing and will begin with the 03/30/23 billing.
  
  We appreciate Mr. ******* conscience effort to pay on-time and reset his agreement.
  Payment plans are date sensitive,when payments are not posted to the account by the due date this results in the plan terminating.  We encourage *************** to reach out to the utility for any future billing or payment concerns. 

• Initial Complaint

  Date:10/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account and personal information were given to someone who was not approved to get said information. The employee that provided my personal information is a friend of the person that called. This is an invasion of privacy and breach of confidentiality. I recently called and verified that info as well. I was told I would receive a call back from a manager. I never received that call.

  

  Business Response

  Date: 10/28/2022

  ******************** has been in contact with management at Wisconsin Public Service to address his privacy concerns.  All interaction have been handled appropriately and any future issues will be addressed internally by the utility.

• Initial Complaint

  Date:10/13/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wisconsin Public Service is not sending me monthly bills resulting in late fees and adverse credit reporting. This has been going on for the past 6 months. I receive an email stating my account is past due. As a senior citizen on a fixed income, I can't afford to pay a 2 month electric at one time. Each time I call, they tell me a paper bill is on the way, so I pay the outstanding 2 months due. No paper billing and this cycle repeats over and over. Now, the last call to customer ********************** today, 10/13/22 (spoke to **********) I was informed they are sending bills and nothing they can do if I'm not receiving them. She refused to remove the late fee. All I want is a monthly paper statement mailed to me just like they had been doing for the past 13 years which I have promptly paid!!!! Additionally, I want proof in writing that this has not been reported negatively to the credit bureaus.

  

  Business Response

  Date: 10/24/2022

  After we received this file from the BBB a supervisor from our ******************** contacted this customer to discuss her concerns. At the conclusion of that conversation the customer indicated she is satisfied with the resolution and her concerns have been addressed.