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:05/27/2025

  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.

  This is the absolute worst gas company I have ever dealt with, I was disconnected for non-payment with no proper notification from the company, they stated they mail documents, and I did not receive them from the US postal service until the due date, this is not the first time this has happened to me, I have stated before I have a special needs child and no one told me there was a medical form I could fill out until my 5th call on the 23rd, I paid my bill and a reconnect fee of over $400 then told I would have to wait the entire holiday weekend with no gas, with no heat in 40 degree nights, no hot water, and no gas for cooking. I was transferred and disconnected from several agents and supervisors who said they were the top of the line for ************ yet none were located in ******** all were in the ***********, I explained to one gentleman my son could be hospitalized and was told oh well I shouldn't have waited so long to call, I started making calls and paid said **** at 7 am in the morning, yet no one was concerned about my sons safety or any compassion whatsoever, when I asked if he was willing to risk my sons mental health he replied uh-huh. After 5 different phone calls Friday the 23rd I was reputedly transferred and disconnected and was on the phone for over 3 hours, was told the earliest someone would reconnect me would be today, however upon calling today to see what time I could expect someone I was told I had no connect scheduled for today, because according to their notes I disconnected calls, I never once hung up, my call were dropped by their agents.

  

  Business Response

  Date: 06/09/2025

  While we regret that this customer's experience was not satisfactory, we must note that the required disconnection procedures were followed, including mailed and phoned contact attempts. Moving forward we would encourage this customer to contact us any time the full billed amount cannot be paid in full by the due date to establish a deferred payment arrangement. Such an arrangement will prevent collection action, including late charges and service disconnection.

  Customer Answer

  Date: 06/09/2025

  Better Business Bureau:
  
  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.
  
  [Please type your response here.] Their response is untrue; I was treated extremely poorly and did not receive proper notification in a timely manner, the customer ********************** representatives were very rude, and disconnected the phone with me several times, I spent hours on hold trying to resolve the issue, I was told by one individual my sons' medical conditions were of no concern to him, and he didn't  care about it. If this is the way you treat your customers, it's sad. You can't even make an apology or accept you didn't follow procedure, when it wasn't my fault the mail system failed.
  Regards,
  
  ***** *******

• Initial Complaint

  Date:04/16/2025

  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.

  Called WPS on Friday 4/11. WPS said I had until 4/15 to make all my payment arrangements. On Monday 4/14 I made more payment arrangements and was told I could make the rest on 4/15. Called on 4/15 and WPS said I could not make payment arrangements. They said I had to take it off group payment and I did. They still did not take my payment. ***** at WPS in credit department said I could not make payment arrangements. Why doesnt WPS want my money and why Are they lying. Why are they doing bait and switch tactics. I better not be charged any lte fees or fines when they are not taking my money. They have wasted 4 hours of my time and my time is worth $100 an hour.

  

  Business Response

  Date: 04/25/2025

  We regret the difficulties this customer experienced in establishing deferred payment arrangements (DPAs) on his WPS energy accounts. We must note, however, that there are some restrictions on when **** can be established based on account billing cycles (when bills are issued), and this customer has over 20 active accounts that are on several different billing cycles.
  
  We must also note that, prior to his call to WPS on April 11th 2025, we had not received payment or communication from this customer on any of the accounts in question for many months, despite requests for him to contact us on the monthly billing statements. With that in mind, moving forward we would encourage him to call us to establish **** prior to the assessment of late charges and initiation of collection action.

• Initial Complaint

  Date:02/25/2025

  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.

  In the last 15 months I have had two gas meters go bad and they supposedly did not get a reading.They come out and fix it and my bill is four times higher for a month and a half of incorrect reading .I have talked them at least four times even last year when it happened a person from there named *** was going to send out paperwork to prove there decision,never received it. This time they did email me paperwork but once again there figures dont add ***** bill is doubled of what it should be.They will not correct it and make remarks I can do a payment plan.I have always been current will bills until there meter goes out and then bill is outrageous and they tell me thats it.Last week i asked to speak to someone else and to this day ,still waiting for a call

  

  Business Response

  Date: 03/11/2025

  This customer has asked the ********************************************* Commission of Wisconsin to review the situation. As the body responsible for the regulation of public utilities in Wisconsin, we will adhere to their recommendations after the file has been reviewed.

• Initial Complaint

  Date:12/28/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Overcharging me a late fee continuously.

  

  Business Response

  Date: 01/10/2025

  The late charges in question were assessed on this customer's October and December 2024 bills due to a misunderstanding regarding the Budget plan amount due vs. the actual account balance. The charges were not assessed in error, though as the customer notes, they have been removed due to the misunderstanding. WPS is not aware of any improper late charges being assessed on any customer accounts at this time, but we do encourage anyone who has questions or concerns about their account to contact us at their earliest convenience.

  Customer Answer

  Date: 01/13/2025

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ********
  

• Initial Complaint

  Date:12/27/2024

  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.

  I mail my public service bill in in a timely manner. They take a lengthy time to clear my check. This happens on a regular basis. My most recent payment was sent in on Dec 1st and my check hasn't been posted. I'm worried about a late fee. This has happened to other people that I know. I wish they would get their system under control

  

  Business Response

  Date: 01/03/2025

  We are aware of delays in payments being posted, going back to late November, following the payment mailing address change. There have been some mail forwarding delays with the United States Postal Service (USPS)and our Remittance Processing Group is working closely with the **** to resolve this situation.  Once the payments have reached our third-party vendor payments are being processed in a timely manner.

  
  We apologize for any inconvenience this situation has caused.  We can assure you that your payment has been received and posted to your account on 12/26/2024 and will be reflected on your upcoming statement in January.

• Initial Complaint

  Date:10/25/2024

  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.

  Paid a bill on 10/25/2024 at 7am with a Debit card to have service restored. Was told by a representative that I couldn't use a debit card. Talked with a supervisor who told me it was pending and needed to talk to my bank then call back and have my service restored. Bank said the merchant (WPS) needs to finish the payment on their end. Called WPS back and thence they said they have to wait 24 to 48 hrs for the payment to clear. I should then call back at 4PM to see if it's cleared, which by then, my service can no longer be restored the same day, mind you is FRIDAY! I would have to wait until MONDAY! They didn't say that the first time I called! And if I'm payout with a DEBIT CARD it means the funds are there and should be taken out. They are making it impossible for me to pay my bill and get my service restored before the weekend. There is no reason why it should take 24 to 48 hrs to take a payment from a debit card. Being told different things each time I call.

  

  Business Response

  Date: 11/01/2024

  Ms. ******* was made aware that payment options for her would need to be in cash, credit card, cashiers check or money order.  However, Ms. ******* choose to pay with her bank debit card and was advised that she would need to complete a reversal or cancellation and replace her payment with one of the other options or wait for the payment to post to the account.

  
  After escalating and speaking to a supervisor Ms. ******* was informed that the payment was pending, however, was again advised that the payment would need to be posted to her account before a reconnection could be scheduled.

  
  The call was then escalated to another supervisor and again,it was explained to Ms. ******* that the payment needs to post to the account before reconnection.  She was again advised to call her bank to cancel the payment. Ms. ******* refused and became belligerent towards the supervisor.  Ms. ******* was advised that they were following the guidelines for reconnection.

  
  On 10/28 the supervisor spoke to Ms. ******* and scheduled a reconnection for her.  They explained that due to the returned payments, going forward she is only allowed to pay via credit card, cash, cashiers check or money order.  She also has the option to pay with ****** Pay going forward.  It is also advised that Ms. ******* establish an extended payment plan for the account balance. 

• Initial Complaint

  Date:10/21/2024

  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.

  Requested to push payment date out on payment arrangement (****** payment amount) from 10/25 to 11/15 and to keep November payment as planned. All agents, manager and managers manager refused to listen and assist. Their grand solution was to Break the arrangement, and then call back when I have the money to See if the payment arrangement can be re-instated. I need resolution to this prior to 10/25.

  

  Business Response

  Date: 10/23/2024

  When Ms. ***** established a payment plan, she agreed to pay her current charges in addition to a monthly installment to help pay down her past due balance.  With an extended payment plan there is no option to extend out a due date to accommodate the customers financial situation.  ************ is unable to make the full payment by the bill due date, the agreement will terminate.  Ms. ***** will then need to call back to re-establish another extended agreement.  Components of an agreement require a down payment and then monthly installments. 

  Customer Answer

  Date: 10/23/2024

  Better Business Bureau:
  
  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.
  
  [this is a lie. I was advised that I would be able to make changes to my payment arrangement beginning in November. I dont need any changes in November. If the company is going to flat out lie, I dont know what else I could possibly do to work this out. Despicable behavior.]
  
  Regards,
  
  **** *****

  

  Business Response

  Date: 10/24/2024

  The supervisor that Ms. ***** spoke with stated the following; 

  "What we can do is once the payment agreement defaults, then you can call us back for available options to see if we can reinstate the payment arrangement."  

  We encourage Ms. ***** to make her payment when her financial situation allows her to and to contact the utility to discuss options with resetting an extended payment plan. 

  Customer Answer

  Date: 10/24/2024

  Better Business Bureau:
  
  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.
  
  [this requires an additional down payment that I can not afford. Im attempting to logically work this out and the company is using the situation to further take advantage of me. I wholeheartedly reject this non resolution. ]

  
  Regards,
  
  **** *****

• Initial Complaint

  Date:06/04/2024

  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.

  Overdue balance of $2321.88 from a previous address before moving out of state. Laid off due to ***** and unable to pay for quite some time. Moved back to WI and reconnected service knowing this balance needed to be paid. Received a new bill in May (no disconnect noticeat this point) and got online to make a payment arrangement. Arrangement was a requirement of almost $900 down payment with in 5 days to activate. Called several managers with no resolution. Today, 6/4, received disconnect notice with a balance of over $1000 due by the 14th to avoid disconnection. Payment arrangement again requiring over $900 to active by the 9th. This is not reasonable. WPS will not give me a reasonable Solution. They did me a favor and got it down to $650. I cannot pay them $650 by 6/14. They refuse to acknowledge this exorbitant amount of money to require someone to keep their power connected

  

  Business Response

  Date: 06/14/2024

  In addition to contacting the Better Business Bureau with her concerns, this customer also contacted the ********************************************* Commission of Wisconsin (****), the state agency responsible for regulation of utilities in Wisconsin. The **** determined, based on her income, balance, and current and prior payment history, that WPSC's down-payment offer to establish a deferred payment arrangement is fair and reasonable. Based on this determination we would encourage her to contact us at her earliest convenience to discuss payment options.

  Customer Answer

  Date: 06/14/2024

  Better Business Bureau:
  
  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.

  People shouldnt have to contact the Public ****************** to get some help. Also they were extremely unhelpful and I resolved this myself. People also shouldnt have to yell and scream and be generally nasty to get a reasonable payment arrangement to keep a basic utility that their income depends on. The arrangement offered was in no way shape or form reasonable by any stretch of the imagination. 

  
  Regards,
  
  *******************

• Initial Complaint

  Date:01/03/2024

  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.

  This business has a process to put their customers on "Budget Billing". I have called them several times to remove our account from that. Each time they are willing and do. Then a within a couple months we are enrolled again. I tell them. I never want to be on Budget billing, please update my account so that does not happen. Their response is that there is not a good way to do this. So we always go to the "current charges" line of the bill and pay that. So, most recently, I get a late fee on my bill, not a huge amount but none the less. Because our usage was less than the budget billing amount Wisconsin Public service ADDED A FEE FOR NOT PAYING FOR POWER WE DID NOT USE. I have collectively spent hours on the phone with them to remove my account from budget billing time after time and only to listen to them tell me that they can not stop the auto enroll practice.

  Customer Answer

  Date: 01/07/2024

  I would like the practice of auto enrollment to budget billing discontinued.
  or
  Have on option when the customer opts out of Budget Billing to not re-enroll unless the customer requests. While talking to support they tell me they have no option to disable auto enrollment.
  

  

  Business Response

  Date: 01/22/2024

  We apologize for the misunderstanding regarding our Budget Billing auto-enrollment process. This customer is correct, to avoid being automatically enrolled in the program moving forward he need only pay the exact amount listed on each billing statement. We have removed the late charge that was assessed on the December billing statement.

• Initial Complaint

  Date:09/05/2023

  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.

  In May of this year (not sure of the month} I received a bill from WPS ffor $79.08 for a house I sold in **** at **** n. fifth st. ********* The bill was a final billing so I assume someone had moved out recently. I had rented out the house for a little less than a year prior to the sale and all bills were paid in ****. I called WPS and told them of their mistake and was promised action On July 5 of this year I received a bill from **************************** (a collection agency). I called them and informed them the bill was in dispute. I also contacted WPS again and told them of the situation. They promised action. I was informed that WPS was aware of the owner of the property and would contact them. In August I received a bill from WPS with a transfer charge from ***************** attached to my current address bill of ****************************** *********. I called again and was informed WPS tried to contact the current owner but failed and it was now my problem and they had washed their hands of the situation. I have had nothing to do with the **** n. fifth street location for 36 years and it is not my responsibility. My wife had paid the latest bill when I was out of the country in late August but I would not have. I want my $79.08 back.

  

  Business Response

  Date: 09/15/2023

  We have reached out to this customer to discuss the situation. The account was started in error and has been closed and credited.