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Wisconsin Public Service Corporation

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Wisconsin Public Service Corporation Reviews (38)

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] *** [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 $deposit that was billed on their account I’ve included some verbiage/facts from the letter we sent to Mr [redacted] on 8/29/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 youIn the letter we provided the following: · We explained the deposit was assessed based on the fact there were no payments made on the account during the cold weather disconnection rules period which is under the Public Service Commission of WI (PSC) Admin Code [redacted] We also enclosed the customer’s payment history from January to August · There were several letters that WPSC issued over the period of November 2013-March warning of potential collections actions on their account None of those letters are required by the Admin Code, but are an attempt by WPSC reaching out to customers to get payments and/or payment arrangements, which could stop more adverse collections such as legal, deposits or disconnection Below are the dates (when the letters were sent) and the name of each letter o 11/19/Pre-Winter Collections letter o 2/20/4-month security deposit warning letter o 2/21/Winter Warning letter o 3/21/Advance No Contact warning letter · We indicated that WPSC issued a letter on 3/17/that states a deposit has been assessed to the account per rules under the Admin Code This letter meets the code requirement of written explanation We stated their contention was that they didn’t receive this letter; hence WPSC cannot assess the deposit The issuance of this letter is to notify a customer that a deposit has already been assessed; there are no requirements that WPSC assure postal delivery and review by the customer Note: a couple of times in the Revdex.com complaint, Mr [redacted] references by not notifying him “ahead of time” it has prevented them from pursuing their legal rights The only notice that is required by the PSC is when the deposit is billed, however as noted above we sent out other letters to indicate further credit action (including a deposit) could occur on 11/19/13, 2/20/and 2/21/ Just as a side note our company sometimes receives “returned mail” (the letter comes back from the post office—not delivered to the customer), however in this case none of the letters show as being “returned” in our system · We indicated the WPSC bill which was issued on 3/20/had a line item for the deposit and also a message on the bottom of the bill that an $deposit was due We provided a copy of that bill image to the customer In the Revdex.com complaint, the customer states they have a copy of the WPS statement, dated 3/21/14, which clearly shows no deposit has been applied to the account The customer has not provided us with a copy of that statement The only statement we show that we sent on 3/21/is the billing with the deposit line item listed · We indicated there have been numerous communications with our Customer Service department from 4/15/to 7/7/which covered why the deposit was assessed, that they could dispute the deposit with the Wisconsin Public Service Commission (PSC) and that the deposit would be immediately removed if he could show they meet the low income guidelines within the Admin Code No formal complaint has been received from the PSC nor has any documentation been received by WPSC to show they’ve met the low income guidelines In the Revdex.com complaint, the customer states they can only appeal the deposit “within days” Please know the customer (at any time) can contact the Public Service Commission of Wisconsin ( [redacted] ) if they have a dispute or wish to appeal the depositIn addition, if they can show us they meet the low income guidelines we would waive the deposit immediately (per PSC rules) · We indicated that, based on the review of the deposit dispute, it is WPSC contention that the deposit was properly applied per the Wisconsin Administrative Code We again reiterated that they have the right to appeal this deposit requirement by contacting the Public Service Commission (PSC) at 800-225- It appears the main complaint from the customer is that they didn’t have an opportunity to “rectify the situation” prior to the deposit being billed In addition to sending out a monthly bill every month (which shows the arrears), we sent a number of letters to the customer prior to the deposit being billed Though those letters aren’t sent “certified” there were still multiple letters sent, as noted above Again, we aren’t required to send the letters (per the PSC Administrative Code) but do so in order to hopefully prompt action from the customer to bring the account up to date or set up a reasonable payment plan with us Being this wasn’t done, we exercised the PSC code which allows us to bill a deposit, following the PSC Admin Code [redacted] We are certainly willing to set up a payment plan with the customer or, again, if they want to dispute the matter they can contact the Public Service Commission of Wisconsin Sincerely, [redacted] Credit & Collections Service Leader/Wisconsin Public Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The attachment WPS provided is a system
image of the data WPS alleges was used to create the April 10,
billing statement, and is not in disputeThe system image represents
a statement I received after the issues regarding the deposit came to
light, and was the first written contact I received from WPS
regarding any deposit requirementIt should be noted I received that statement in early April 2014, despite the bill date of March 20,
The information on the system image
does not match the information WPS provided to me on a separate statement, dated March 21,
WPS did not provide a system image of that statement
According to the system image WPS did
provide, the deposit was allegedly added on March 17, The
system image allegedly shows the bill date of "3/20/2014",
and a line item of $for a "Deposit Charge 03/17/2014"
None of this information appeared in the statement WPS provided to me
on March 21,
I understand *** *** believes the
system image proves the deposit was included on the March 21,
statement, but I have thoroughly reviewed the March 21,
statement WPS mailed to me, and no deposit was ever referencedThe
balance on the account, according to the March 21, statement, is
identical to the balance the system image alleges, minus the deposit
There is no line item for a deposit, and the text "Bill includes
$deposit due" is nowhere on the statement
There is no dispute WPS provided the
statement referenced in the attachmentThe dispute is regarding
whether or not that statement satisfies regulatory requirements, and
why that system image disputes the timeline WPS allegesWPS did not
provide a system image of the March 21, statement, which is the
only statement that could help explain what happened
As I have stated previously, my wife
supplied WPS with a copy of the March 21, statement, and
explained the information did not correspondWPS never responded
In a good faith attempt to resolve the
matter, I am asking WPS to explain, under what circumstances a March
17, security deposit would not be included on a March 21,
statementAdditionally, a system image of the March 21,
statement would be cogent for identifying what actually occurredI
am more than willing to listen to any explanation WPS can give, but
they need to explain how something like this could happen
Regards,
*** ***

May 15,
Revdex.com of Wisconsin
*** ***
WGreenfield Ave
Milwaukee, WI
Dear *** ***
An attempt to contact the customer regarding complaint ID ***, was made on Tuesday, May 5, at approximately 11:a.m. There was no answer and a voicemail
message was left, asking the customer to return the call
The customer’s meter is read by the automated meter reading system and the account is billed using these current readings. A print out of the automated meter readings can be sent to the customer regarding the dates in question, upon their request
Thank you,
Wisconsin Public Service

This is in response to the Revdex.com complaint ID ***
In August, 2014 we sent Mr*** a letter, which included a copy of the March billing statement. Mr*** is questioning why we didn't include the deposit on the March statement, however if you review the attached bill image, the $deposit charge is clearly noted (located near the bottom of the statement)
As reiterated previously, at this point, the deposit will not be canceled or refunded until his account meets the requirements in the Wisconsin Administrative code
Sincerely,
*** ***
Credit & Collections Service Leader/Wisconsin Public Service

Wisconsin Public Service works diligently to provide accurate and easy-to-understand billing statements. When a customer is at risk for disconnection of service, they are notified with a detailed explanation that is printed at the bottom of their bill. The disconnection notice includes:  The...

customer’s past due balance The minimum payment option to avoid disconnectionThe phone number for the Customer Care Center to make arrangements A phone number to pay instantly through BillMatrix, our third-party payment processing service. In addition to the information printed on a customer’s bill, they also receive a disconnection insert and a phone call informing them of the status of their account. To protect our customers’ confidential information, the primary customer of record on an account must authorize, either verbally or in written form, another individual to be able to access account information.  Additionally, collection phone calls are designed to encourage a customer to contact us, and by design do not include many details if left on an answering machine. It’s important to note that we make every effort to help our customers avoid an interruption in service. Disconnection is always a last resort. Our Customer Care Center is open 24 hours-a-day, seven days-a-week to serve our customers.

Wisconsin Public Service works diligently to provide accurate billing with messages to educate our customers on information affecting their service. For past due accounts, initial bill messages would indicate that a late or partial payment could result in a cancelled payment arrangement and...

possibly disconnection.  At the time a customer sets up a payment arrangement they receive a confirmation letter advising them where to reference their payment amount and due date. If the payment arrangement is broken or missed, the customer is given options; 1) pay the past due balance, 2) pay a minimum amount due to avoid disconnection, or 3) contact the WPS Call Center to make payment arrangements.   We would welcome an opportunity to further discuss any outstanding questions and are available 24 hours a day/7 days a week at 1-800-450-7260.   Thank you

Our customer's concerns are very important to us and we hope to answer and resolve any dissatisfaction expressed whenever possible.
To help alleviate our customer's concern regarding their power outages, an investigation was created on July 1, 2015. An engineer will investigate the cause of any outages the customer has experienced. Once the investigation has been completed our customer will be contacted with the results.
Regarding the fixed charges on the bill, all charges accessed have been approved by the Public Service Commission of Wisconsin. Through the rate approval process it is the utilities responsibility to validate the necessity for any changes. For our 2015 rate structure the following details may assist in better understanding the changes:
·   Typical residential customers who use about 600 kilowatt-hours (kwh) of electricity and the average small business customers’ overall monthly bills won’t be affected by the rate structure change.  While the fixed charge has increased, the price per kwh or therm has decreased.  
·    This structure is common within the energy business.  Rural cooperatives have been including higher fixed charges on their bills. 
·   With the new structure the customer charge will continue to be less than $1.00 per day. 
·   Seasonal Customer—Even though they may not be using the property over the winter we still maintain the equipment (wires, pipes, transmission lines etc.)
Thank you,
Wisconsin Public Service

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. 
On January 01, 2015, the Public Service Commission of Wisconsin approved a 2.5% electric increase for WPS Wisconsin customers.  The Commission also approved WPS’s request to decrease the volumetric (per KWH) charge and increase the customer fixed charge to help ensure that rates better reflect the actual cost to serve customers.  Fixed charges include those costs that don’t change with the amount of energy used, such as meters, poles, transformers, generation, substations, billing, etc.   
The daily customer charge increased from $0.34190 per day to $0.62470 per day for Standard Service.  Mr. Jim Geiger is on a Seasonal Service.  This is the same as Standard Service, except that customers are billed only six months during the year.  Because of not being billed year round, the daily customer charge is billed at $1.24930 per day during the months of May through October.
Regarding the frequent outages, I offered Mr. Geiger to open an investigation to have this looked into.  He said that the line coming from the meter to his house is buried, but all other lines, including the primary and secondary lines still run overhead.  He declined this offer and said he wants his electric rate decreased.  I explained we need to treat all of our customers equal.  He said he will close his complaint with the Revdex.com and open his complaint somewhere else, maybe with Congress. 
Please let me know if there is anything further you need.
 
Thank you,
[redacted]

Please find a letter and photos attached.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I also want to thank [redacted] from WPS for responding to my complaint right away. He was very professional and completely understood my complaint. Hopefully he takes my suggestions further up the chain of command and hopefully we will see some changes with the autopay system in the future. [redacted] has renewed my faith in WPS. Keep up the outstanding job. Just please try to make those suggested changes we talked about.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

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:
·         We explained the deposit was assessed based on the fact there were no payments made on the account during the cold weather disconnection rules period which is under the Public Service Commission of WI (PSC) Admin Code [redacted].  We also enclosed the customer’s payment history from January 2013 to August 2014.
·         There were several letters that WPSC issued over the period of November 2013-March 2014 warning of potential collections actions on their account.  None of those letters are required by the Admin Code, but are an attempt by WPSC reaching out to customers to get payments and/or payment arrangements, which could stop more adverse collections such as legal, deposits or disconnection.  Below are the dates (when the letters were sent) and the name of each letter.
o   11/19/2013 Pre-Winter Collections letter
o   2/20/14 4-month security deposit warning letter
o   2/21/2014 Winter Warning letter
o   3/21/2014 Advance No Contact warning letter
·         We indicated that WPSC issued a letter on 3/17/2014 that states a deposit has been assessed to the account per rules under the Admin Code.  This letter meets the code requirement of written explanation.  We stated their contention was that they didn’t receive this letter; hence WPSC cannot assess the deposit.  The issuance of this letter is to notify a customer that a deposit has already been assessed; there are no requirements that WPSC assure postal delivery and review by the customer.  Note: a couple of times in the Revdex.com complaint, Mr. [redacted] references by not notifying him “ahead of time” it has  prevented them from pursuing their legal rights.  The only notice that is required by the PSC is when the deposit is billed, however as noted above we sent out other letters to indicate further credit action (including a deposit) could occur on 11/19/13, 2/20/14 and 2/21/14.  Just as a side note…our company sometimes receives “returned mail”   (the letter comes back from the post office—not delivered to the customer), however in this case none of the letters show as being “returned” in our system. 
·         We indicated the WPSC bill which 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.  We provided a copy of that bill image to the customer.  In the Revdex.com complaint, the customer states they have a copy of the WPS statement, dated 3/21/14, which clearly shows no deposit has been applied to the account.  The customer has not provided us with a copy of that statement.  The only statement we show that we sent on 3/21/14 is the billing with the deposit line item listed.
·         We indicated there have been numerous communications with our Customer Service department from 4/15/2014 to 7/7/2014 which covered why the deposit was assessed, that they could dispute the deposit with the Wisconsin Public Service Commission (PSC) and that the deposit would be immediately removed if he could show they meet the low income guidelines within the Admin Code.  No formal complaint has been received from the PSC nor has any documentation been received by WPSC to show they’ve met the low income guidelines.  In the Revdex.com complaint, the customer states they can only appeal the deposit “within 30 days”.  Please know the customer (at any time) can contact the Public Service Commission of Wisconsin ([redacted]) if they have a dispute or wish to appeal the deposit. In addition, if they can show us they meet the low income guidelines we would waive the deposit immediately (per PSC rules).
·         We indicated that, based on the review of the deposit dispute, it is WPSC contention that the deposit was properly applied per the Wisconsin Administrative Code.   We again reiterated that they have the right to appeal this deposit requirement by contacting the Public Service Commission (PSC) at 800-225-7729.
 
 
It appears the main complaint from the customer is that they didn’t have an opportunity  to “rectify the situation” prior to the deposit being billed.  In addition to sending out a monthly bill every month (which shows the arrears), we sent a number of letters to the customer prior to the deposit being billed.  Though those letters aren’t sent “certified” there were still multiple letters sent, as noted above.  Again, we aren’t required to send the letters (per the PSC Administrative Code) but do so in order to hopefully prompt action from the customer to bring the account up to date or set up a reasonable payment plan with us.  Being this wasn’t done, we exercised the PSC code which allows us to bill a deposit, following the PSC Admin Code [redacted].
 
We are certainly willing to set up a payment plan with the customer or, again, if they want to dispute the matter they can contact the Public Service Commission of Wisconsin.
 
 Sincerely,
 [redacted]
Credit & Collections Service Leader/Wisconsin Public Service

Good Afternoon,
 
After researching and investigating the customer’s complaint in regards to our eBill Auto Pay system, I was able to give [redacted] a call on the afternoon of 04/24/2015.  In the interaction, I apologized to [redacted] for the inconvenience and frustration this...

situation has caused. [redacted] signed up for Worry-Free Options, which directs us to automatically take out his billed amount on the due date.  On 04/01/2015, [redacted] also logged in and made a payment of $300.00 on his own, and did not cancel the $300.00 payment which was scheduled to be deducted automatically. A customer payment does not cancel the automatic deductions unless the customer makes the cancellation manually. I explained how this works to [redacted]. The goal behind the Worry-Free Option is to not have to log in to make a payment.   
I next addressed [redacted]’s complaint about the turn-around time of a requested refund, as our current process dictates 7-9 business days.  I explained to [redacted] this timeline is in place in order for our company to ensure the payment is not returned for non-sufficient funds. 
Next, I addressed [redacted]’s confusion regarding the credit amount left on his account after the $300.00 was applied, specifically why this amount displayed as $68.74 and why the amount changed instantly as opposed to the 24 hours he was quoted by a customer service representative.  I explained to [redacted] that the $68.74 balance was the amount remaining after his budget overage had applied to the credit and his outstanding billing on the account.  In relation, I also explained that the $52.82 adjustment amount updated to the account immediately, as this budget overage amount is always factored into the credit balance, therefore can be reported without delay.
[redacted] understood the explanation I provided and did not have any further questions when asked. 
 
[redacted]
Work Group Leader
[redacted]

Wisconsin Public Service works diligently to maintain accurate customer records. At the time of foreclosure the Landlord Records were not updated which resulted in the additional billing. The billing records have been corrected and the charges reversed. We apologize for any inconvenience and would...

welcome an opportunity to answer any further questions you may have.

One of the goals at Wisconsin Public Service is to provide a positive experience for our customers. Our apologies for the inconvenience of not receiving your bill in the mail. WPS will provide a credit for the late payment fees. Our records reflect that the service at your property in Wausau was...

finalized on 8/4/16 and three subsequent final bills were mailed on 8/8, 9/16, and 10/17 to a Rhinelander mailing address associated with the account. We appreciate the prompt payment on the account.  The $3.50 charge on the bill is for the quick payment. This is fee that is a pass-through charge from the vendor who processes the credit/debit card payments.  WPS does offer several options to pay your bill where no pay or a low pay is an option. Please feel free to visit our website at wisconsinpublicservice.com or contact our 24x7x365 Care Center at ###-###-####. Thank you.

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
The problem I have is that the power did go out more than 2 times in the last year.  I have a security system that logs when the power goes out so I know when the power went out.  And I didn't decline the offer to have the outages investigated in fact I thought it was a great idea. The next problem is with the fixed charges being with everything that is already in place such as meters, poles, transformers substations, billing, etc. Why should I have to keep on paying for all of this when I had to pay for it when it was installed on the property.  I should only be paying for billing 6 months since I only get a bill 6 times a year. You say everyone has to be treated equally but you only have to send someone out to read the meter and send a bill out half as much as non seasonal costumers. I don't think that congress would have approved your increase request if they would have known a customers bill would have more than doubled within the last 3 yeas just for the daily fixed charge in, 2013 $15.19, 2014 $21.88 and in 2015 $37.48. The numbers above are from my June bills for the years listed. This increase went up $15.60 since last year yet the KWH used only went down $2.13. I am not expecting special privallages I just think that everyone else is being gouged also. So Rocio Amaro you are wrong I did not say I was giong to drop this I said I was going to continue this.[redacted]

Wisconsin Public Service Corporation’s (“WPS”) installation of the cabinet that houses a fused pad is a necessary part of a large electric reliability effort that will benefit all of the customers in the area.  Oneida County has permitted WPS’ installation of the facilities within the road...

right-of-way.  WPS chose the location because it is the most economical location for all the customers that the fuse pad serves.  Further west are wetlands and further east would require additional electric cable and equipment.   The cabinet is neither on nor directly adjacent to the complainants’ property.  As shown on the attached survey, the cabinet (yellow rectangle noted as “WPS Fuse Pad”) is in the Oneida County Road C public right-of-way.  Additionally, it is west of the property line for the strip of land where the complainants’ driveway is located.   While WPS appreciates the complainants’ concerns that the construction created inconvenience, WPS’ placement of the facilities in question is appropriate.  WPS had served the complainant by an underground electric service, but that service was connected to the overhead distribution system which is now being placed underground.  WPS was unaware that the complainants had created a repository in the public right-of-way for plowing snow from their driveway.  However, the County approved WPS’ utility use in the public-right-of way.   This work is part of a large effort to improve electric reliability in the Rhinelander area while still managing costs. This segment of the work is key to achieve that goal.

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.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]

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.
Hello! Per your request. WPS never went through or told me any of the payment plan details. Also could not review call to prove since they told me they do not keep calls recorded. Then was told over the phone the $50 charge was for being removed from said plan. I continue to only get bills maybe every other month.
Regards,
[redacted]

Contained in the [redacted]’s Sept. 14 response, they have repeated several points of concern from their original complaint.  The issues identified are: snow plowing problems; the fuse pad is an “intrusion”; WPS should have communicated with the [redacted]’s before installation; and it should have been located across the highway in front of the neighbor’s property where it “would not be bothering anyone.”.WPS believes adequate room remains to plow snow and there is a clear and safe line of site for drivers to see traffic on County Highway C.  Because WPS believes that customer satisfaction is important, WPS has offered to clear trees in a different area as an option for additional snow placement.WPS does not believe the fuse pad and electrical cabinet, which is located in public right-of-way, is intrusive. WPS provided correspondence both prior and during construction of the fuse pad to the [redacted]’s and surrounding landowners regarding the project and its progress.  WPS also staked out the area prior to construction, identifying where the fuse pad and electrical cabinet would be located in public right-of-way. It would be impractical and a costly burden to customers for a utility to survey adjacent landowners and obtain their consent prior to installation of necessary electrical facilities in public right-of-way. The [redacted]’s also recently filed this same complaint with the Public Service Commission of Wisconsin, which is the regulating body of WPS.  The Public Service Commission of Wisconsin ruled that the [redacted]’s complaint was “Not Justified”, and stated:  “WPS is in compliance with the code on this, as the cabinet is in public right-of-way and they had permission from Oneida County to use this right-of-way.  It is not on [redacted]’s property, and they do not need an easement from them.  The utility has offered to assist in the removal of additional trees for purposes of snow plowing.  WPS is not required to do this for them.  Should the [redacted]’s want to relocate the large cabinet, they would need to pay for the full cost, pursuant to PSC 113.1008 (1).”

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Description: Natural Gas Companies, Other Electric Power Generation (NAICS: 221118)

Address: 700 N Adams St, Green Bay, Wisconsin, United States, 54301

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