Wisconsin Public Service Corporation

Good Afternoon,
This complaint was researched and found to be accurate with the customer's statement. There was some confusion between what the customer's expectations were for the handling of the lawn repair, and what actions our contractor performed on the area. I spoke directly with the...

customer and explained that the seed mix utilized contains a certain percentage of weed for erosion control, and that with proper maintenence, the grass would grow well.  The customer advised that the area was not able to be maintained by the customer due to larger stones and rocks that she felt would damage her lawnmower. I then worked with our Operations Supervisor and contractor, who mowed the area, picked up all stones and rocks by hand, dropped a new load of black soil, and re-seeded the area. The customer was very satisfied with this resolution. The customer also had a question about the slope in which the area was graded, as it did not match how it was previous to the maintenence. I advised that due to city mandate of Luxemburg, the slope and contour was not able to be exact as before due to drainage issues. The customer was also satisfied with this response. Please let me know if anything further is needed at this time.
 
Thank you,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.    They state 3 options when a failure is make a payment during a payment arrangement.. I was not offered option 3 of their response as this is the remedy I am currently seeking.. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I was contacted promptly by a WPS representative, who apologized for the inconvenience, and conveyed their appreciation of my husband for his service to our country.  The late fees have been credited back to the account.  The error was a result of a simple miscommunication, and has been addressed and resolved to my satisfaction.  I appreciate the prompt response and attention to good customer service that I received from WPS following this complaint.  I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.






I have rejected the offer by WPS, which
offered no resolution to the dispute.
WPS appears confused regarding the
actual dispute in this case, and it is my hope to elucidate any
confusion. As I stated in my complaint, I contend the measure of
damages I am entitled to because WPS failed to comply with the PSC
code, as well as providing me with false information about my
account, will exceed the $860 deposit amount.
I am not waiving my rights regarding
whether or not a deposit would be allowable, however, this complaint
is specific to whether or not WPS followed PSC code, and whether or
not WPS misinformed me by providing me with false information
regarding my account.
I have not filed an appeal with the
PSC, as the complaint with WPS is specifically regarding whether or
not they provided legal communication with me. While I reserve the
right to file a complaint, WPS is not fully addressing their
communication improprieties.
WPS alleges they provided numerous
letters, however, I again allege I never received those letters. WPS
may allege the letters are not required under PSC code, however, I
still reiterate I never received those letters. WPS has not made any 
effort to prove they drafted and prepared those letters, nor any
legitimate effort to rule out any internal error on their part.
Further, WPS still refuses to provide any information about the
employee who allegedly drafted and prepared the letters.
According to a document WPS provided
(Report ID: [redacted]), the deposit was added on March 17, 2014. The
account balance as of March 17, 2014 and March 20, 2014, according to
the document WPS provided, included the deposit amount. I received a
statement from WPS dated March 21, 2014, however, that does not
include the deposit amount. WPS has not explained why they would send
a statement dated March 21, 2014 without the deposit included.
WPS alleges they never received a copy
of the March 21, 2014 communication they sent to me. The
communication WPS sent on March 21, 2014 clearly shows the account
balance does not include the deposit amount, four days after WPS
alleges they applied it. WPS was provided a copy of the
correspondence by my wife several months ago. She clearly circled the
date and account balance, and wrote an accompanying letter explaining
the situation. The fact WPS states they never received a copy of my
wife's correspondence clearly demonstrates either an internal error
on WPS, or a deliberate attempt to impede a resolution in this
dispute.
At this point, if WPS requests a copy
of the March 21, 2014 statement, I will be happy to provide another
copy, provided WPS agrees to withdraw the deposit requirement and
reimburse the amount, plus interest, they have already collected from
me upon receipt. I have been advised not to provide another copy to
WPS unless they agree to these terms.
The March 21, 2014 statement from WPS
clearly shows WPS did not advise me of any deposit amount they allege
they applied four days earlier. As such, WPS mislead me regarding my
account, and was not forthcoming with the status of my account.
Although WPS claims they advised me on March 17, the only
communication I have from WPS is the March 21 statement without the
deposit requirement.
If WPS will not agree to accept their
March 21, 2014 statement as proof, we need to discuss the matter with
whomever is responsible for issuing all of these letters. We have
repeatedly requested the contact information of whomever is
responsible, and WPS has refused to provide us with their
information. We are not left with any other option but to determine
what knowledge the employee or employees have regarding all of these
letters, and to follow the chain of custody of the alleged letters.
It is my hope the March 21, 2014
statement from WPS will be enough to demonstrate WPS did not
effectively require a deposit on March 17, 2014, and they will
resolve this matter accordingly. I believe case law will show the
annulment of the $860 deposit is a favorable resolution to WPS,
particularly given the March 21, 2014 communication. I have been
cooperative with WPS throughout this dispute, but their insistence
the March 21, 2014 statement does not exist, even after my wife
provided them with a copy, demonstrates WPS either did not apply the
deposit, or deliberately provided false information about my account
to me.
Regards,
[redacted]

[redacted] is on Electronic Billing had scheduled two payments on his account within 2 minutes of each other, one for $234 and the other for $378.87.    The $234.00 payment has since been returned from his bank due to "Authorization revoked by customer".  Due to his payment...

being returned, he was charged a $20.00 fee.   He no longer wants to discuss this with us.
Let me know if I can be of further assistance.
[redacted]
CCC Work Group Leader |Customer Relations | Integrys Business Support, LLC
[redacted]
[redacted]
[redacted]
[redacted]
 
Providing support for Wisconsin Public Service.

Review: Within the last 2 years our electric bill has gone from $14.73 a month to $38.73 just on the daily customer charges. This seems extreme for poor service. Within the last year our power has gone out 6 times for lengthy periods of time. I don't even know if it is legal to raise prices more than double just for being a costumer? This increase doesn't even cover the cost of the electricity, it is costing me more just for being a costumer than it is for the electricity I use a month.Desired Settlement: decrease costumer charges on my bill.

Business

Response:

Hello Mrs. [redacted]:

I contacted Mrs. [redacted] and spoke to [redacted] regarding their concern over the electric increase.

Our records indicate two power outages were reported in 2014, on September 04 and on October 14. In 2015, two outage calls have been reported, on April 06 and on May 17, respectively.

Review: My father passed away in December 2013. I went into the utility company in Marinette to have my father's name removed from the bill. The office was closed. I called the utility company to have my father's name taken off the bill. I was told my father's name was removed from the bill. My brother is still living in the house and spoke with someone from the utility company. The person he spoke to said they will put the bill in his name. The person I spoke with said my father's name will be removed from the account. This did not happen. THe person I spoke with did not ask any information about am I authorized to handle his affairs. February 3, 2014 I received a bill in the mail with my fathers name on the bill. I called the utility company. THey refused to give me any information or remove my father's name from the account because my name is not on the account. This does not make sense people die everyday. How can you charge someone who is died a utility bill? I want my father's name removed from this account. I also want to be refunded this months payment since I asked to have my father's name removed from the account in December 2013.My Father's name: [redacted] account number; [redacted]Desired Settlement: I want a refund for the month. I asked to have his name removed from the bill Dec.31, 2013 I want to be refunded to this date. I also want this bill out of my father's name.

Business

Response:

12/27/2013 - [redacted] requested service to be placed in to his name. A turn on was completed the same day.

2/4/2014 - [redacted] Daughter stated her father passed away in december and she received a bill. She said she requested to take service out of his name in December, but we didn't. We asked for a copy of the Will stating she is the trustee/executor. [redacted] stated she only has a copy of the living trust. We explained that the living trust is not longer valid since her father passed away and that we were unable to release information on the account to her. [redacted]'s phone number is [redacted].

2/4/2014 - [redacted] wanted to know if his father had a balance on his account. Advised we would need exectuor/trustee information before we could release account information. [redacted] stated he does not know who that is.

2/4/2014 - Received an email requesting to be contacted by phone- I called [redacted]--left a voice mail to call in to the Call Center-- it was [redacted] voice on the voice mail--Comments: My father passed away in December 2013. I went into the utility company in Marinette to have my father's name removed from the bill. The office was closed. I called the utility company to have my father's name taken off the bill. I was told my father's name was removed from the bill. My brother is still living in the house and spoke with someone from the utility company. The person he spoke to said they will put the bill in his name. The person I spoke with said my father's name will be removed from the account. This did not happen. The person I spoke with did not ask any information about am I authorized to handle his affairs. Today I received a bill in the mail with my fathers name on the bill. I want my father's name removed from this account. I also want to be refunded this months payment since I asked to have my father's name removed from the account in December 2013.

2/5/2014 - PSCW Complaint received

2/5/2014 - [redacted] - stated account is suppose to be in her borther's name [redacted] and out of her deceased father's name in December, but received invoice, advised [redacted] we are unable to provide account information. [redacted] stated she is looking at the invoice and she wanted the credit transferred to her brother's account. We advised [redacted] we would need documentation sthat she is the executor/trustee of the estate before we could make this request. [redacted] stated she would send this information in. [redacted] wanted [redacted]'s account number and we stated we could not provide her with this information. We advised [redacted] to contact her brother for the turn on date and the account number information.

2/6/2014 - Fax received of the Revocable One Party Living Trust naming [redacted] as trustee. This is no longer valid since [redacted] has passed. We will need a copyo of the will showing [redacted] or [redacted] as trustee/executor or copy of domiciliary letters to have the credit transferred from [redacted] account to [redacted]'s account. If documentation is not recieved, a refund check will be sent in [redacted] name and whomever is the personal representative/trustee/executor would be able to cash.

2/6/2014 - Revdex.com complaint received

The customer has had a credit balance on his account since May 2006.

2/6/2014 - call made, left message for [redacted] to contact me.

Thank you,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

From: [redacted] <[redacted]>

Date: Wed, Feb 26, 2014 at 9:15 AM

Subject: RE: You have a new message from the Revdex.com of Wisconsin

To: "[redacted]>

My complaint against the Wisconsin Public Service Corporation has been resolved.

Complaint ID :[redacted]

Review: We went to pay our account balance online, and discovered the total amount was excessively higher than what had been reported to us on our last statement. We contacted WPS, and they advised us an account deposit requirement had been added to our account.

We paid the principal balance on the account, but we refused to pay for the account deposit. We insisted we were never notified by WPS about the deposit, and it was only for us going online and inquiring about the account balance that we ever found out about it.

WPS claimed a letter, dated February 20, 2014, advised us about the deposit. We explained we never received any letter from WPS dated February 20, 2014. WPS insisted the letter was sent, and was our legal notice of the deposit. (June 6, 2014 email from "Liz" and June 27, 2014 email from "[redacted]")

We contacted [redacted] from WPS, and received a response from "[redacted] D." She stated the February 20, 2014 letter was not WPS informing us about the deposit requirement. Instead, she stated WPS allegedly sent another letter, dated March 17, 2014, which was intended to legally inform us about the deposit requirement. WPS stated the letter, dated March 17, 2014, was WPS adhering to Wisconsin Administrative Code: [redacted] et al.

We explained to WPS we never received any letter from WPS dated March 17, 2014. We requested a copy of the original letter from March 17, 2014 WPS claimed to have sent us.

WPS responded, and stated they did not have a copy of the original letter to provide us with. Instead, WPS offered to recreate what they thought the letter looked like, with our names and the date inserted into a new letter.

We explained recreating evidence was not acceptable. As we never received the letter, WPS did not have any proof-of-mailing (they state they are not required to maintain proof-of-mailing), and WPS could not provide us with a copy of the original letter, we would assume WPS never created and mailed the letter. We explained the situation could be costly to both sides if the matter were to go to court.

The letter is very important, as it notifies us of our legal rights in the dispute, including the process for appealing the deposit "within 30 days". By not issuing and mailing the letter, we stated WPS prevented us from pursuing our legal rights.

We received a letter from [redacted], dated August 29, 2014. His letter included a copy of random letters from other customers, with their names and account information blacked out. Mr. [redacted] suggested WPS probably sent similar letters to us, but again did not provide any proof any letters were actually sent. We had never seen any letters that looked like the letters sent to other customers.

Mr. [redacted] also provided a "resubmitted" copy of the March 17, 2014 letter. Mr. [redacted] did not explain if this was a recreated copy, or if it was a copy of the original letter WPS previously implied it did not have.

Further, according to WPS, the deposit requirement was added to the account on March 17, 2014. We received an account statement from WPS on March 21, 2014 (issued on March 20, 2014), and the account statement did not include any reference to any deposit requirement. "[redacted] D." acknowledged the statement did not reference any deposit, but declined to state why.

In the letter from [redacted], dated August 29, 2014, Mr. [redacted] stated the "WPSC bill that was issued on 3/20/2014 had a line item for the deposit and also a message on the bottom of the bill that an $860 deposit was due. Billing system image of bill enclosed." We never saw any such message on any bill issued from WPS.

The statement issued from WPS on March 21, 2014, clearly does not include the deposit amount. The amount on that statement matches the amount on the system image Mr. [redacted] provided, prior to the deposit being added to the account.

We will be happy to provide a copy of the statement WPS sent on March 21, 2014, which clearly shows no deposit had been applied to the account.

WPS suggested the problem is with the postal service not providing us with the mail they send. We explained to WPS we have not had this problem with any other business. Further, the March 21, 2014 statement from WPS without the deposit requirement arrived without any problems.

We requested an opportunity to contact the WPS employee who would have been responsible for preparing the letters, and WPS has declined to give us their contact information.

WPS initially intimated they assumed the letter was sent, because their policy suggests a letter would have been sent given some of the circumstances of the situation. After we explained we needed more than just an assumption, and requested a copy of the letter, WPS refused to provide a copy. After being told we would take the matter to court, Mr. [redacted] provided the "resubmitted" copy of the letter.

In Mr. [redacted] letter, he suggests the March 17, 2014 letter did not need to be sent for the deposit to be added. He did acknowledge the letter was required under Administrative Code. We contend the failure of WPS to send the required letter, as well as the March 21, 2014 account summary from WPS without the deposit requirement included, entitle us to damages equal or exceeding the $860 deposit.

WPS claims they sent us various letters about the deposit, but the only communication we received did not include the deposit amount. We had no way of knowing WPS intended to require a deposit, and as the account was paid in full, the issue should have been remedied. WPS has no original copies of the various letters they claim they created and mailed, and has not explained why they would send a bill precluding the March 17 deposit amount to us on March 21. We feel WPS either deliberately mislead us or was negligent when they sent us a statement dated March 21 without a deposit they claimed they added on March 17. By not informing us ahead of time with the legally required notice, and with the only communication we received not including the deposit, we could not have predicted WPS added a deposit requirement to the account.Desired Settlement: We are requesting WPS accepts no deposit notice was ever mailed to us, the March 21, 2014 account summary did not include a deposit requirement, and thus remove the deposit requirement from our account, and return the amount of money they have collected from us towards the erroneous deposit. Additionally, we request WPS stop threatening us with disconnection over a deposit we should not be forced to pay.

Business

Response:

This is in response to the Revdex.com complaint submitted by [redacted] regarding the dispute of a security deposit being billed on their residential account at [redacted]. The complaint ID# is [redacted]

As Mr. [redacted] explained in his statement to you, we’ve had many discussions (via e-mail/letters) in regards to the $860.00 deposit that was billed on their account. I’ve included some verbiage/facts from the letter we sent to Mr. [redacted] on 8/29/14 as I feel this may be the best way to explain why the deposit was billed. Note: the letter does not include the sample letters we provided to the customer, however if you’d like this information please let me know and we can supply them to you. In the letter we provided the following:

Review: On 1 April 2015 I paid $300 for my bill that was due 20 April 2015. That brought my account to a $0 balance.

On 20 April 2015 WPS charged me another $300 for the bill that was due on 20 April 2015.

I call in that day (20 April 2015) to have them explain why that had happened. I was told it happened because I was set up on the automatic pay. That I had signed up in Feb 2015. And I agreed that I was signed up. I was then told that their system is set to still take payments even if a customer paid ahead of the automatic pay date. I asked if that made any sense to them. I also explained that I had automatic payments set up with my other bills and never had an issue with their systems taking another payment if I had paid before the automatic pay date. I also explained that I had paid before the automatic date for the bill that was due 20 Mar 2015. And their system didn't take an extra payment. I requested a refund and was told it would take 7 -10 business days to receive. I also expressed that them taking that extra $300 had put into a financial bind. And that we were on a very tight budget. Once again I was told it would take 7 - 10 business days. I told them that is fine to just apply the $300 towards my budget balance to bring it down to $0. I was also told that if a customer pays ahead of the automatic payment they have to log into their account and cancel the automatic payment.

Later that morning I researched their website to verify if there was anything in fine print telling customers who sign up for automatic payment they have to log into their account to cancel an automatic payment if they pay ahead of the automatic pay date. No where could I find it telling or warning customers that. I also looked at their form that customers can send in. Not printed on that either.

I did email WPS (20 Apr 2015) explaining what I had just explained above. I also stated that I wanted a refund for the $300. I went into further explanation that they had put me into a financial bind. That by them doing that would be leaving my family and I $30 till I get paid next week. I said their had to be a way to get that refund faster than 7 - 10 days. That I needed that money back ASAP. I also asked for proof if I had cancelled the automatic payment scheduled for 20 Mar 2015 since I had paid it early.

Later that night I received and email back from WPS that my request was being processed. But they didn't tell me how long it would take. I email back saying if it was going to 7 -10 days to forget it and just apply it to my budget balance. I was emailed back right away and was told it would be applied as I had requested. My request for proof of cancelling auto pay for 20 Mar 2015 was not addressed.

I log into my account. Mind you I had a $300 credit. This time I have a $352.82 credit. When in fact it should be $0 with a credit of $68.74 in my budget balance. So I email back and asked why I got an extra $52.82 credit. I was told it would take the system 24 hrs to update. Well that makes no sense to me at all when the $52.82 showed up right away.

This morning (23 Apr 2015) I email again to ask why nothing has changed for the showing credit of $352.82. Told them it had been 24 hrs. And asked again about the extra $52.82 credit. And asked if the $300 credit was applied towards my budget balance.

Confirmation email was sent back to me stating there is a $68.74 credit on my budget balance. Ok we are now getting somewhere. I email back one last time asking how long it was take to reflect on my account. Told them to please not tell me 24 hrs cause the $52.82 showed up in a matter of minutes.

Email back from WPS stating I should see it on the 1 May 2015 bill. We shall see if that happens in the next few days.Desired Settlement: B.L.U.F. (Bottom Line Up Front) - I find the collection of extra money who pay via automatic payment unethical. When I was told that was how their system is set up. I was completely speechless. Other bills that I have set up via auto pay don't do that. I'm sure I'm not the only one with this problem. Like I had stated before this cause my family and I financial hardship as we live on a very tight budget.

I would like WPS to take a look at their auto pay system and correct the problem of taking extra payments if a customer paid ahead of auto pay. System should be set to see if customer has a $0 balance and not take the scheduled payment via auto pay. However, if they deside they want to keep it the way they have set up, which I think is a bad idea, then they need to put it on their website upon sign up and on their form that can be sent in.

WPS should also verify what they tell a customer. Their integrity is shot for them telling me it would take 24 hrs for my request to be processed. I say this because of the extra $52.82 credit that showed up minutes after an email that was sent. You can also see the transactions via Payment History. It sure does not take 24 hrs for payments and adjustments ($52.82) to show. Those seem to appear immediately. Something is just not adding up. This has me wondering if my last request was actually processed. You know the $300 applied towards my budget balance of $231.26 leaving me a credit of $68.74 in my budget balance. 2+2=4

Please fix above issues WPS.

Business

Response:

Good Afternoon,

Review: The summer of 2014, WPS put in a natural gas line through our backyard. This summer, there is no grass but weeds, stones need to be picked, and the ground needs to be leveled off. We have contacted WPS several times complaining about the lawn and keep running into a road block. WPS's response to us is, "the lawn is already taken care of".

The stretch of lawn that WPS tore up last year, now has waist high weeds growing.Desired Settlement: We would like WPS to have their landscapping company (whoever that may be) come back and level the ground, pick stones, and plant grass again.

Business

Response:

Good Afternoon,

This complaint was researched and found to be accurate with the customer's statement. There was some confusion between what the customer's expectations were for the handling of the lawn repair, and what actions our contractor performed on the area. I spoke directly with the customer and explained that the seed mix utilized contains a certain percentage of weed for erosion control, and that with proper maintenence, the grass would grow well. The customer advised that the area was not able to be maintained by the customer due to larger stones and rocks that she felt would damage her lawnmower. I then worked with our Operations Supervisor and contractor, who mowed the area, picked up all stones and rocks by hand, dropped a new load of black soil, and re-seeded the area. The customer was very satisfied with this resolution. The customer also had a question about the slope in which the area was graded, as it did not match how it was previous to the maintenence. I advised that due to city mandate of Luxemburg, the slope and contour was not able to be exact as before due to drainage issues. The customer was also satisfied with this response. Please let me know if anything further is needed at this time.

Thank you,

Review: Once again I entered into a payment plan and again the company is denying that I did. I agreed to $250 a month payments, however since I made a $300 dollar payment they are now threatening to shut off my electric and gas unless paid in full. This happens EVERY YEAR.Desired Settlement: I would like the company to honor the payment plans they make and not bother me with threats of my electric being shut off every month

Business

Response:

I left a message for the customer on 9/18/13 asking for a call back to discuss his complaint and in the message briefly explained that there is no record of him or anyone calling to request payment arrangements for this account prior to the disconnection notice that was sent 9/4/13 and received by him as was confirmed when he called 9/13/13 after received an automated reminder call. In the message I left, I asked for him to have all the possible phone numbers on hand that these calls he mentioned would have come from so I could run a report from our phone system which identifies any calls received from a number you can input. This is the same information WPS hoped to research for this customer's last complaint from 6/12 when the customer stated he had the same problem and never responded to phone messages or email. I have not heard back from the customer as of 9/24/13.

Please note that if a customer has arrears on their account without an active payment arrangement, they will likely receive a disconnection notice providng a minimum payment amount required to avoid disconnection (not full arrears) and to set up a payment arrangement. There was no payment from this customer from 12/11/12 to 4/16/13, although service continued to be provided by WPS during the winter moratorium. The account balance was $1174.61 4/16/13 before the first payment and since then the customer has made regular payments, but continues to have arrears with no documented payment arrangement due to no one requesting one. A payment arrangement typically is made up of the current bill charges plus an additional agreed upon amount toward the arrears. The customer has not had a discussion about an acceptable payment arrangement with WPS, and perhaps is confusing WPS with another creditor.

The customer has paid the minimum amount needed to avoid disconnection but still not not have a payment arrangement and will need to contact WPS to establish one.

Review: 10.22.15 1:03PM CST

On 10/16/2015 correspondence from WPS.

PROBLEM/DISPUTE/COMPLAINT/GRIEVANCE

Problem #1) NEVER EVER has service been in the name [redacted] at the address [redacted]. There is absolutely NO way there would be ANY services charged in this name at this address.

Problem #2) The stated Account Number XXXXX[redacted] has NEVER been MY account number at this address.

Problem #3) The 'threat' from WPS to place an amount of $237.54 on another active account is illegal.

Problem #4) The 'threat' from WPS to report to the Credit Bureaus this information

Problem #5) The 'threat' from WPS to report this alleged account to credit bureaus

Problem #6) The 'threat' from WPS to give me 'unnecessary inconvenience & expenses' for nothing!

Problem #7) The 'threat' from WPS to disconnect services if this amount is not paid.

PROBLEM #8) That I even need to write this complaint - how many other people are they trying to force improper charges on?

Please send me a complaint # so that I may have this as reference and tracking for my files.

Please do NOT email me -- I do not check the email provided very often however your Revdex.com Form refused to allow me to file a complaint without inserting an email address despite the fact that I may not have one, or the fact that I may not feel comfortable sharing one.

Correspondence may be sent to me in Writing at the address contained herein.

Regards.

NOTE: certain information is marked as XXX as you state NOT to include any personally identifiable information, including account numbers in the problem or desired outcome section.Desired Settlement: Billing corrected -- Contact in Writing from the Business explaining the issue and remedy -- Correction to Credit Report(s), Cease any/all Collection Efforts, Better Business Tracking of this Complaint and proper adjustment to the Rating of this Business and any/all other remedies allowed by law.

Business

Response:

Tell us why here...Residential electric and gas service was set up in the name of Household Employee for the address [redacted] by our residential customer service department per an email request received to start service as of 12/1/14. There was no personal contact name provided for this account. This account was incorrectly started in the name Household Employee as WPSC requires that a business name be a valid legal entity that can be confirmed through the Wisconsin Department of Financial Service and this is standard practice by the WPSC Business Center that handles most business accounts. Household Employee was not a business name filed for through the state of Wisconsin as a corporation, LLC, etc. The account remained in this name until electric service was disconnected for non-payment 7/28/15.After disconnection, WPSC received a Public Service Commission of Wisconsin (PSCW) complaint with the name Household Employee on it and through concerns from the PSCW regarding if someone actually resided at this location and being unable to determine this because of the account name, WPSC placed a call to the landlord to determine if the location was occupied and it was found that [redacted] resided there and that she had a prior write off with WPSC of $1072.02 (currently at a collection agency).Through on-going interactions with the customer, [redacted] although she first identified herself as Zip Lee when calling WPSC after disconnection, along with the Public Service Commission of Wisconsin, WPSC was advised that by the PSCW that WPSC may bill [redacted] for all the charges from 12/1/14 through 7/28/15 if she was able to provide down payment to have services reconnected and because she was the resident that used the gas and electric service provided. Electric service was not reconnected until 8/11/15 after the required down payment was made because the customer would not agree to be billed for the service using her personal name since the Household Employee name was not a valid entity (she was advised that her previous write off at a collection agency would be transferred to the WPSC account in her personal name). Because the customer provided proof of filing for a LLC on 8/7/15 called Household Employee LLC, and once reconnection safety precautions could be covered with [redacted], the registered agent of the LLC, electric service was reconnected in the business name Household Employee LLC on 8/11/15. This account continues to be billed residential electric and gas rates. After the service was reconnected and the new account started as of 8/11/15 being billed to Household Employe LLC, corrections were made to bill [redacted] for service for 12/1/14 through 8/11/15 and all payments made to that prior Household Employee account from 12/1/14 to 8/11/15 were also transferred to this account in [redacted]’s name. If payment or payment arrangements aren’t made (and kept) for the account in the name of [redacted] for the 12/1/14 to 8/11/15 timer period, this account will be transferred to a collection agency in the future and they may choose to report it to a credit bureau. WPSC does not currently report accounts to credit bureaus but is considering this for the future. Please note that when service was reconnected on 8/11/15, WPSC staff neglected to update the meter reading dates on the order for reconnection from 8/10/15 to 8/11/15 as the order initially was set up for 8/10/15. Due to being unable to cover safety reconnection precautions (for both field personnel and customer) with the customer 8/10/15, the order was not completed until 8/11/15. Using the incorrect date caused the customer to be incorrectly billed the fixed electric and gas customer charges (they are billed based on number of days in bill) and when this incorrect date was discovered, corrections were made to show that the service was reconnected 8/11/15 and a corrected bill was issued. I attempted to contact [redacted] at the phone number provided in the past and on a current PSCW complaint on 10/22/15 and 10/26/15 and received the message that the voice mail had not been set up yet. Please see the letter attached sent to the customer to address her concerns about her PSCW complaint and her Revdex.com Complaint. WPSC will does not agree to make any further changes to any of the accounts involved.This complaint and response was handled by [redacted], Credit and Collections Department at Wisconsin Public Service (not the log in employee).

Consumer

Response:

I have reviewed the response made by the business in reference to

complaint ID [redacted] and have determined that this

does not resolve my complaint. For your reference, details of

the offer I reviewed appear below.WPS is lying. They have a history of fraud charges, false

fees and illegal actions in a number of different citizens

accounts. WPS 'creates' records or histories in an attempt to 'support'

their stories. I know we as people do not want to believe that Corporations would do this however the proof says it all. WPS is a monopoly and they are strong-arming citizens any way they can - because we NEED utilities to survive on a daily basis. Recorded interactions with WPS prove their illegal actions.

Copies of all documents, bills, interactions, applications, etc...

prove this is NOT my bill. WPS illegal actions, lies, fraud, and misleading and deceiving

agencies tasked with helping citizens is abhorable and is CLASS

ACTION worthy.The many citizens who's paperwork and recorded interactions with

WPS prove their actions. Please have WPS prove what they say to you. Because the

citizens can prove what's really happening. ---- Also, I explained in the original complaint that I would not

be able to check this email and need correspondence in writing to the

address provided. Please send me copies of this information and

any further information in writing. Regards,[redacted]

Business

Response:

Tell us why here...

The previous response indicates why corrections were made to bill [redacted]. It was confirmed with the apartment owner that she was the occupant and there was no valid business name to bill until filing for a LLC later occurred. This does constitute fraud action by Wisconsin Public Service Corporation (WPSC) and there were also concerns by WPSC when [redacted] made contact after disconnection and identified herself as Zipp Lee. Wisconsin Public Service would appreciate [redacted] sharing any other fraud concerns she has regarding other citizen accounts as she states she is aware. We can address those concerns with the respective account holders. There is no validation of WPSC having a history of fraud charges, false fees and illegal actions.

The account numbers for past and current accounts and corrections made were explained in the letter attached to this complaint, mailed to the customer and provided to the Public Service Commission of Wisconsin. The account balance of $237.54 being billed to [redacted] is in accordance with how Wisconsin Public Service Corporation was directed by the Public Service Commission of Wisconsin. WPSC is a regulated utility and must apply Wisconsin Administrative code fairly to all customers and may not alter practices on a case by case basis or handle this concern differently than others. We must bill for gas and electric charges used and must bill the appropriate party.

Further information is needed to understand why [redacted] is stating copies of documents, bills, interactions, and applications prove this is not her bill. [redacted] had numerous contacts with WPSC while trying to get service reconnected and did not state she did not live here or provide another person’s name as responsible. No additional information was provided during multiple phone calls other than the non-valid Household Employee name, prior to filing for a LLC.

This full case has already been reviewed by the Public Service Commission of Wisconsin and has been determined that Wisconsin Public Service Corporation is unable to make any further changes. If [redacted] is in agreement, WPSC could provide the full narrative documentation of the Public Service of Wisconsin Commission complaint.

This response was submitted by Tina Lewis at Wisconsin Public Service Corporation.

I am currently in the process of remodeling a cabin near tomahawk Wisconsin. Rewired the cabin and have been at a stand still for 4 weeks now waiting for the power company to switch service over to the new box. We have no heat until they get it switched over and it's getting below freezing at night. I've contacted the company multiple times and they keep pushing the date back every week.

Review: I had recurring automatic payments set up on my WPS budget billing, due date was the 25th of the month. My wife's payroll schedule changed and I asked if my due date could be changed. Was meant with a "Sure, no problem" well, that created a couple of month's worth of erroneous bill cycles, which I though were evened out as of the end of November. I chatted with a representative in November and was assured that only one automatic payment was set up. December 1st rolls around and two (2) ACH withdrawals come from my account. Naturally I contact WPS, they state that they aren't sure if a refund can be issued, will have to see and if so would be in the form of a check. Time was not on my side as I had other items scheduled to clear my account. My next step was to dispute the UNAUTHORIZED transaction with my Credit Union. Simple enough, taken care of. A few days later I receive a letter from WPS stating that the ACH charge was returned (as it should have since it was UNAUTHORIZED) and now I was being charged a $20 return fee. I have contacted WPS numerous times and they flat out refuse to acknowledge their error in taking two different amounts from my checking account, and refuse to wipe out the $20 fee.Desired Settlement: No $20 returned ACH fee due to the fact the $234 transaction was UNAUTHORIZED!

Business

Response:

[redacted] is on Electronic Billing had scheduled two payments on his account within 2 minutes of each other, one for $234 and the other for $378.87. The $234.00 payment has since been returned from his bank due to "Authorization revoked by customer". Due to his payment being returned, he was charged a $20.00 fee. He no longer wants to discuss this with us.

Let me know if I can be of further assistance.

CCC Work Group Leader |Customer Relations | Integrys Business Support, LLC

Providing support for Wisconsin Public Service.

WPS (Wisconsin Public Service Corporation), is not willing to work with a customer. Nor do they feel it necessary to notify the customers when they raise the rates they charge. When asked to address a problem, their answer is to tell you that it's their right to do as they feel fit to do.

Review: In May 2013, Wisconsin Public Service added an "adjustment" to my regular monthly budget billing in the amount of $199.00. When I called them to see what this "adjustment" was for, the representative told me that they discovered that our meter had been defective back in 2011 and are now charging us for what they feel we should have paid for "usage" of natural gas. I asked her why now, 2 years later, are they charging us and why didn't they contact us back in 2011. She said they did try to contact us by leaving a message on our home voicemail, tried just calling our home, and that they had sent a letter to our home. None of the above happened. We never received a letter by mail, nor was there a message on our voicemail. We asked how they could prove to us that our meter was defective which at that point the Stevens Point WPS office had printed the months (which happened to be winter months) where the usage was lower than normal. We advised them that in 2011 we had installed a wood pellet stove which we used to heat our home and did not use natural gas to do so, and wouldn't that in fact make sense why usage was lower than normal?? And if in fact the meter was defective, wouldn't usage be lower all year long and not just the winter months? So how, 2 years later, can they try to collect $199.00 for what they say was a defective meter? And shouldn't they have replaced the meter? What took them 2 years to come to this conclusion? Sounds fishy to me.Desired Settlement: We would like WPS to adjust our account and not charge us the $199.00 from 2 years ago. We don't feel that they have proven that the meter was defective.

Business

Response:

When the automated meter reading system could not obtain readings from the gas meter for five days in a row a field investigation was created. The gas meter field investigation order was created on April 19, 2013. The meter investigation was completed by a field technician on April 22, 2013. The technician found water in the amr module. The amr module was replaced. A billing adjustment was completed on May 10, 2013. A call was made to the customer that same day. It was noted that the phone picked up but there was no response. Notes were added to send a letter with the billing that included the adjustment. The amr module showed signs of failure starting in 2011. The billing adjustment was based on previous consumption and heating degree days. The billing adjustment covered the period of 12/7/2011 to 4/22/13 which follows the Wisconsin Administrative Code. The customer questioned the billing adjustment due to adding a pellet stove in the home however based on usage patterns it appears that the pellet stove was added between February and March of 2011. Since the billing adjustment only went back to December 2011 the pellet stove addition was already taken into consideration. If the customer questions the calculation of the billing adjustment the customer can contact the Public Service Commission of Wisconsin by calling [redacted].

Consumer

Response:

Review: The utility meter on our home is not sending an automatic reading to WPSC. The position of the meter is not letting a signal get to the satellite. The reason I know this is, the meter reader that is employed with WPSC told me in person that the meter is not sending the signal, that's why for years someone has to physically drive to 7145 Mildred Parkway and read the meter. The meter has to be read manually and has not been read since December 2014. I can prove that they did not read the meter on 4/28/2015 and 3/27/2015 because I was at home both of the reading days The billing statements are being created on the readings of last year. Wisconsin Public service is not reading the meter that cannot send the reading, so how could they know what to charge.Desired Settlement: Fix the meter so it can send the correct reading, or physically read the meter so the billing statement is correct.

Business

Response:

May 15, 2015

Review: I moved in my place at [redacted] Wisconsin. on February 7,2014. My landlord faxed over a copy of my lease to W.P.S. in February .As of June 24Th 2014 my services was disconnected I contacted wps and they stated it wasn't in my name an I had to provide a copy of my lease and $300 cash I paid $300cash on june 25th 2014 I faxed over a copy of my lease the same day. wps saud they never received tgr fax but got the money si I faxed it again . thet said they didn't get that one either . I di have all my fax confermation papers . every time I called they tell me a new address where I supposedly had services which I've never lived there. then they say my landlord has to call wps to verify my residence so he did call they said he never called and I know he did .he faxed my lease badk in February when I first moved in and it wasn't put in my name then either . iam a single mom of 2 young children iam disabled and I did every thing they asked me to do but provide a forwarding address for the former tentant that lived here cuz there's no way I can get that information . so now I don't know what to do my services should be on and never shut off. plz hekp meDesired Settlement: To have my services on.

Business

Response:

Electric service was in another customer’s name since 4/19/13 and there was no contact from anyone requesting to transfer service until 6/19/14 when notice was left on site for disconnection due to nonpayment. The customer called requesting service and was advised that a copy of her lease was required (to ensure no name switching to avoid the bill) and that a down payment of $300 on a prior account/bill at a collection agency she had with WPS along with payment arrangements would be needed. The customer was advised that review of the lease/investigation could take 5 to 7 business days and provided the fax number to submit the lease to. The customer did not state she called prior to transfer service.