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Frequently Asked Questions - All About My Bill
Following are the answers to some questions that are asked quite
often. If they don't hit on what you need to know, or if you'd like
further information, contact us.
General Questions
- What is a customer charge?
- The customer charge helps cover the costs of
supplying equipment used to serve customers, issuing bills and providing customer
service programs.
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- Why is my bill so high?
- There are many reasons a bill appears high,
including changes in the amount of energy you use, the effects of weather and
changes in rates. When trying to determine why your bill is high, first compare
this year's energy usage to year last year's usage on your bill. In addition, a
section of the bill will tell you the relative impact of outside temperatures on
your bill. For example, if temperatures were colder than last year, you can expect
your heating bill to be correspondingly higher. Call our customer service
representatives if you're unsure and would like a more thorough analysis
of your bill.
Also, natural gas prices fluctuate quite a bit, especially during the winter.
Public Service doesn't own natural gas fields, so we must buy natural gas
from suppliers. Because prices on the market are generally lower in summer,
that's when we purchase much of the gas we expect customers to use during
the winter. We store the gas in a storage facility and then draw from it during
the winter. However, we must also purchase gas on the market to supplement
our stored supply. If market prices are high, customers' bills could be
correspondingly higher.
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- I have problems paying my bill. What should I do?
- From time to time, many customers experience
financial problems that make paying their bill on time difficult. We care about our
customers and we'd like to work with you.
If you have a past-due balance, you can use our online
payment arrangements
option to schedule payments and bring your account up to date.
If you prefer, you can contact us
and speak to a customer service representative. The more quickly you contact us,
the more likely we'll be able to make arrangements that work for you and for
the company. If your problem is temporary, we're confident we can reach
a suitable agreement. If your problem is likely to last for some time, one
of our experienced professionals can work with you to explore payment
assistance options, as well as to work with you to improve your current
financial and personal situation.
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- Do you accept credit cards?
- Yes. With Immediate Payment,
you can pay your Public Service bill with your credit card, debit card or
checking account today!
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- What's a Therm?
- Natural gas is billed using an energy unit called
a therm. A therm is equal to 100,000 British Thermal Units (BTUs), or approximately 100
cubic feet (1 CCF) of gas. Your meter measures the volume of gas you use in
hundreds of cubic feet. Each month, that volume is converted into therms by
a BTU Factor that accounts for the actual energy produced by each CCF.
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- What is the Fixed Charge that appears on my bill?
- The Fixed Charge covers many costs of safe, reliable
delivery. Some customers wonder why Public Service includes a Fixed Charge at all.
They view it as a charge "for nothing" and would prefer to be billed based
strictly on their gas use, but that doesn't take into consideration everything that's
involved in providing natural gas service. Many costs of providing gas service are
fixed. That is, they exist regardless of how much gas a customer uses. Fixed costs
include such things as:
- The gas piping that's required to deliver gas.
- Labor and supplies required to maintain the gas main
- Labor and supplies to read the meter
- Qualified people to respond to gas emergencies
The Fixed Charge is designed to partially cover these fixed costs, which aren't
directly related to the amount of gas used. When fixed costs are collected based
on the amount of gas a customer uses-rather than through a Fixed Charge-mismatches
can occur between the actual costs of the service and the bills customers receive.
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Budget Billing Questions
- What is the Budget Billing Equal Payment Plan?
- With Budget Billing, we
review your past energy use, estimate your total energy costs over the next year
and then simply bill you for 1/12 each month.
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- Why is it better than just paying Public Service
for what I use each month?
- Energy bills are usually higher in winter than in
summer due to the cold weather. However, most incomes don't rise in winter,
so paying the winter energy bills may sometimes be difficult. With
Budget Billing, all year long you will pay about the same each month.
You'll find it much easier to budget your money.
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- How does Budget Billing work?
- The budget year begins with your first bill after
joining the plan. You pay equal amounts until your Budget Billing anniversary, which
is your twelfth month on the plan. At this time we settle up for any
difference between what you paid and the actual costs of the energy you used.
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- What if I paid too much?
- It's simple. We'll keep a running total of your
monthly balance. If you've paid too much by the end of your budget year,
we'll pay interest on the difference. We can apply your total credit
to next year's Budget Billing or, if you prefer, give you a refund.
We expect this interest payment to be relatively small, however, because the
budget plan tries to match your payments to your annual use.
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- What if I paid too little?
- That's easy, too. We'll keep a running total of
your monthly budget balance. If you used more than what we billed, we'll spread the
amount over next year's budget.
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- Does the budget amount ever change?
- Yes, occasionally. Your account is reviewed
periodically because there are several reasons why your budget amount may go up
or down. Besides rate changes and unusual weather, lifestyle changes like a new
baby in the home can increase usage. Also, adding or removing equipment such as an
air conditioner, swimming pool, hot tub, or even a dehumidifier could make a
difference.
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- Can I go on Budget Billing at any time?
- Yes, you may begin the plan anytime you choose.
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- Are there any other important requirements?
- Since Budget Billing is a service to you, we
appreciate prompt payment. If your monthly bills are not paid on time, you may incur
late payment charges, and it may become necessary to remove you from the plan.
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- Do you offer any other programs that could make
paying my energy bills easier?
- Yes, we do. QuickCheck is an automatic payment
plan that provides the ability for your payments to be made directly from your
checking or savings account by your financial institution, and is very popular
with Budget Billing customers. By combining the two programs, you have about the
same payment made automatically at the same time of every month.
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- Can I select the due date of my bill?
- Yes, with Preferred Due Date,
you may choose the day you pay! You may have your payment deducted
from your account on any day of the month you choose—first
of the month, middle of the month or whatever day is best for you.
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e-Bill Billing Questions
- What is e-Bill?
- e-Bill
is an Internet-based billing and payment option. Bills are electronically
created and delivered over the Internet. Electronic payments are
generated directly from your bank account. It is safe, convenient,
and offers you the flexibility to manage your bills at any time
and from anywhere.
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- How does e-Bill work?
- You will need to enroll and request Public Service
as one of your e-Billers. After you enter your account number and we verify your
account, your bill will be electronically created. You'll receive an e-mail notifying you
your bill is available online. You'll need to log in with your own secure ID and Password. When you
wish to make your payment, the electronic payments are generated directly from your
bank account on the date that you specify. You will no longer receive a paper
bill!
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- I haven't been receiving an e-mail notification when my e-Bill arrives.
How can I fix this?
- If you are using a spam blocking e-mail service, please include
CheckFree's e-mail address (checkfree_customercare@customercenter.net) in
your spam blocker's "allowed" list. This will ensure that you continue to
receive your online bill monthly notification message.
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- I didn't receive my e-mail?
- Login to View Bill, Click on My Profile, My Personal
Information and verify your e-mail address is correct. If you need assistance, please
contact us.
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- How much will this program cost me?
- e-Bill is FREE when paying your Public Service bill.
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- Why is Wisconsin Public Service offering e-Bill?
- Customers have been requesting this billing option. Electronic billing is
more convenient and provides the ability for customers to reduce their costs associated with checks,
postage or gas, and late payment fees due to slow or lost mail.
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- Why should I choose e-Bill over automatic bill payment with QuickCheck?
- e-Bill is a bill delivery option and pay option. Quickcheck
is a payment option only. Both options enable you to have your bank release a payment when your
bill is due. The advantage e-Bill has is that it provides you the ability to change your payment
date monthly to fit your cash flow. You can pay your bill when it works best
for you, without having to contact anyone at the bank. Just change the scheduled
payment date for your e-Bill through the Internet.
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- Will my financial privacy be protected?
- To ensure your privacy and security, CheckFree uses the strongest type
of encryption used on the web, which is a 128-bit SSL (secured sockets layer).
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- How soon will my e-Bill payment be sent to Wisconsin Public Service?
- Your payment will be deducted from your bank account and deposited into
Public Service's account on the date that you specify. However, CheckFree requires
4 business days in advance to make your payment. For example, if you have a payment due
on January 12, 2002, you need to release the payment no later than January 8, 2002,
in order for CheckFree to complete the transaction on the 12th.
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- Has anyone had a problem with stolen financial information gathered from e-Bill?
- Not to our knowledge.
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- Can I use any computer to participate in e-Bill?
- Yes, as long as you sign in with your own user
name and password.
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- Will e-Bill save me money on my energy bill?
- You won't be able to save money on your energy bill, but you will
save on checks, postage and gas.
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- What happens if there is a mistake with my e-Bill payment?
- e-mail us or call Wisconsin Public Service.
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- Who do I call if I have questions on my e-Bill?
- For questions related to charges, payment transaction or problems accessing your
e-Bill,
contact us.
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- What happens if my e-Bill payment bounces?
- e-Bill payments made with insufficient funds will be subject to our
standard NSF processing fee.
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- Can I use e-Bill with QuickCheck or EFT?
- Yes, after you set up your e-Bill account, you have the option
to view your bill online, but have it paid through QuickCheck or EFT. Both payment
options will withdraw your payment the same as it currently does today. It's recommended
to cancel QuickCheck to avoid double payments.
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- Can I use e-Bill with Summary Billing?
- Yes initially, each act must be entered separately.
Once you are setup, you can view all and click one box to pay all.
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- Can I use e-Bill with Budget Billing?
- Yes. You can sign up for Budget Billing through our
Web site.
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- Can I pay other bills with this service?
- Yes, you will be able to pay other companies that also
participate as e-Billers.
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- Can I pay my Wisconsin Public Service bill with any other Internet service?
- Yes, you may also pay your Public Service bill and other bills through online
banking and other sites such as Yahoo!, MSN, United States Postal Service, or Quicken.
However, there may be a charge for these services.
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- How do I stop using e-Bill?
- Log in to our address as though you were going to look at
a bill. Go to the "My Profile" page and click "Service Setup" at the top of the page.
On the My Profile - Service Setup page, click "Cancel Your Service"
at the bottom of the page and follow instructions.
Before you cancel your service you should keep in mind the following:
- Scheduled payments are not paid.
- Processing payments are paid.
- You no longer have access to your payment activity and you can no longer send payment
inquiries. You should wait until all of your scheduled payments are processed before you
cancel your service. If you let your scheduled payments process, then you won't have any
outstanding payments that you can't view or inquire about after your cancel your service.
- Your payees are notified to stop sending e-Bills. However, it can sometimes take a few
days for the payee to process the request. Therefore, until you begin receiving paper
bills again you should contact the payee directly about your payment amount and payment
due date. Because you can't send your payment using WebPay e-Bill Service after you
cancel your service, you should make your payment to the payee by some other means,
such as check.
- If you decide to use e-Bill Service again, you will have to re-enroll and
set up your payee list.
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- What's a Biller zip code?
- When adding a new e-Bill it will ask for the zip code
for your utility. This can be found on you bill envelope or top of bill.
- WPS customers: 54307-9003
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- I have a new e-mail address, what do I need to do?
- Update your e-Bill e-mail address by selecting:
- My Profile
- My Personal Information
Note: To update e-mail address access e-Bill section; the My Online Profile does
not link back to e-Bill product. If interested in Online Profile updates, change
in:
- My Online Profile
- Change My Contact Info
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- I didn't receive my e-Bill (Electronic Bill)
- Contact us
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- I'm already on e-Bill, why am I being
asked to accept Terms and Conditions again?
- For the convenience of one login for both
e-Bill and other WPSC/UPPCO website functions, the terms a conditions will be asked
one last time.
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- Will I still receive my monthly bill
inserts and customer connection?
- Yes, there is a link on the top of your bill that
will link to this information.
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- I made a payment and it doesn't appear on my bill?
- Contact us
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- I am moving how do I transfer my e-Bill?
- Contact us to take care of your move request and
provide you with your new account number to add to your e-Bill Service. The old
account number will be removed automatically during the turn off process.
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- Who is the vendor for e-Bill?
- Public Service has contracted with the online leader,
CheckFree Services Corporation
to offer you e-Bill.
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- Is CheckFree a reputable vendor?
- CheckFree is the nation's leading provider of financial electronic
commerce services. Its services enables three million customers to receive and pay
bills over the Internet or electronically. CheckFree was founded as an
electronic payments processor in 1981 and launched the first fully integrated electronic
billing and payment solution in 1997.
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- How can e-Bill be paid?
- Your e-Bill can be paid in two ways:
- You may make payments by manually releasing a payment from your checking or money
market account. You can select whether you want your payment posted immediately to your
Public Service account, or you can schedule your payment for a future date. Scheduled
payments can be made and canceled up to 1-2 business days before the payment due
date.
- You may set-up Auto Payments
by using your checking account or money market
accounts. Payments will be processed on your bill due date. Auto Payments must be
set-up one day before your due date in order to be applied to your energy account
on the due date.
Payments may be presented to your bank as early as 3 a.m. on your due date. It is your
responsibility to ensure funds are available for payment.
When scheduling bill payments, you must select a payment date that is no later than the
actual due date reflected on your billing statement; unless the due date falls on a
non-business day; if the actual due date falls on a non-business day, you must select a
scheduled payment date that is at least 1-2 business days before the actual due date.
Scheduled payment dates should be prior to any late date or grace period. In certain rare
situations, a bill payment may take four (4) business days to be processed, in which case
the service will notify you within the application.
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Immediate Payment
- What is Immediate Payment?
- With Immediate Payment, you can
pay your Public Service bill with your credit card, debit card
or checking account.
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- Why do I have to pay a convenience fee?
- Your payment is processed by BillMatrix. BillMatrix
charges the convenience fee to cover processing fees and transaction costs associated
with handling credit card and electronic payments. Wisconsin Public Service does not
receive any portion of this fee.
If Public Service absorbed these fees, we would
have to recover the charges, likely through our rates to customers. This would cause
rates to increase. Since every customer may not want to use this service, we felt it
would not be fair to spread out the charge to all customers. This approach is consistent
with other Wisconsin utilities.
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- How is the convenience fee calculated?
- Customers using this service will pay a fixed
convenience fee based on the type of account they are paying on.
| Type of Account |
Convenience Fee |
| Residential |
$3.95 |
| Commercial |
$8.95 |
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- How does Immediate Payment by credit card, debit
card or checking account differ from e-Bill or Quickcheck?
- With Quick Check, customers still receive their
monthly billing statement through the mail. Payments are automatically deducted from
their bank account each month.
e-Bill provides customers with the ability to receive, view and pay their bill
on-line each month. Customers can schedule the payment, or pay when it is most
convenient for them.
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- When will my payment show up on my Wisconsin Public
Service account?
- Payments made before 12 p.m. (noon) on a regular
business day will post to your account the same day. Payments made after 12 p.m. or
on a weekend or holiday, will post the next business day. If the payment is urgent,
please make the payment and contact us. Your payment will be processed by Bill
Matrix, a leader in the field of electronic bill payments.
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- Is my information secure?
- Yes. All of the information you provide is sent
to our Web server using
Secure Sockets
Layer (SSL) protocol and 128 bit encryption technology.
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- Is there another way to pay immediately by credit
card, debit card or checking account?
- You can also pay over the phone by calling us
toll free at 800-450-7260.
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- Can a payment be made on a rotary or pulse phone?
- No, the system requires a touch-tone phone. If you
don't have a touch-tone phone, you can pay online, or make a payment by speaking
with one of our Customer Service Representatives.
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- What credit cards does Wisconsin Public Service accept?
- We currently accept Visa, MasterCard and Discover.
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- Why do I need an online profile before I can pay?
- An online profile is required to verify the
identity of the person making the request. During the self-registration process,
the user provides information that only the account user should have access to.
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- Can I pay several different accounts?
- You can pay any accounts that you have added to your online profile.
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- If I pay my home, cabin and rental property bill,
am I charged a convenience fee for each account that I pay?
- The convenience fee is charged on each transaction.
If these accounts are billed separately you will pay a convenience fee for each
account.
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- How do I get a printed receipt?
- Print out the confirmation screen as a receipt
for your records. It contains a confirmation number that you can reference if you
have any problems with the payment.
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- How will the charges show up on my credit card,
debit card or bank statement?
- With credit card and debit card payments, there
will be one charge with the total including your payment and convenience fee. With
checking account payments, you will have two charges on your bank statement for each
transaction. Your payment to Wisconsin Public Service and the BillMatrix convenience
fee will be listed separately.
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- Can I make a payment on behalf of a friend or relative?
- Only if their account is associated with your
online profile. You can make a payment over the phone by calling
800-450-7260.
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- Can Non-Sufficient Funds (NSF) fees get charged?
- Yes. The same rules apply to checking account
payments as a regular check. In fact, if you had a NSF with Public Service in the
past 12 months, and you want to pay online, you will only be allowed to pay by
credit card.
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- Can my payment exceed the bill amount, creating a
credit on my account?
- Yes, you may want to pay more if you will be out
of town for a couple of months.
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Preferred Due Date Questions
- What is Preferred Due Date?
- Preferred Due Date
allows you to choose your utility bill due
date—whatever date works best for you.
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- Who is eligible for Preferred Due Date?
- Wisconsin Public Service residential, business
and commercial customers located in Wisconsin and Michigan with an account(s) in good
standing. NOTE: Customers cannot be in arrears to sign-up for unless they are already
a QuickCheck customer.
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- What are my Preferred Due Date choices?
- Choose from the following:
- Any Calendar Day (1-31)
(Example: the 5th day of each month)
Note: If the 31st day is selected, the due date will be the last day of the month.
If the last day falls on a weekend or holiday, it will advance forward to the next
business day.
- Any Business Day (1-22)
(Example: the 3rd business day of each month)
Note: The actual date the bill will be due each month could change depending on
where the date falls each month.
- A Specific Number of Days After Public Service Mails My Bill
(Example: 10, 15, 20 days after Public Service mails my bill)
Note: If Preferred Due Date falls on a weekend or a holiday, it will
advance forward to the next business day.
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- When will the Preferred Due Date change take effect?
- Preferred Due Date becomes
effective for your bill with the next billing after you sign up.
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- Can I combine Preferred Due Date with e-Bill?
- Yes, Most e-Bill service providers require a minimum
of 4 business days to process an e-Bill payment for you. We recommend you choose to
have your bill due either 10, 15 or 20 days from the date your bill is mailed to ensure
you have sufficient time to view and pay your bill.
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- Can I combine Preferred Due Date with QuickCheck?
- Yes. You can choose to have your bill due and
payment withdrawn by QuickCheck either 10, 15 or 20 days from
the date your bill is mailed. There is a 10-calendar-day minimum banking requirement
from the date the bill is mailed to the date the bill is due for the electronic fund
transfer.
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- What happens if my payment is due on a weekend or
holiday?
- If the Preferred Due Date falls on a weekend or a
holiday, it will advance forward to the next business day.
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- What happens if I miss a payment?
- You will be automatically removed from Preferred
Due Date if your account is 60 days outstanding and not on EFT.
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- What happens if I'm late paying my bill?
- Late Payment Charges may be applied to the
outstanding balance.
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- Can I combine Preferred Due Date with Summary Billing?
- Yes, Your Preferred Due Date will be applied to
all accounts on Summary Billing.
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QuickCheck Questions
- What is the QuickCheck Automatic Payment Plan?
- QuickCheck
is a great way to have your energy bills paid automatically.
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- So exactly how does it work?
- It's easy. Just fill out the
QuickCheck Agreement Form [PDF: 108KB / 2 pages] authorizing
your bank, credit union or savings and loan association to automatically deduct the
amount of your Public Service bill from your checking account each month. Send the
form to us now or along with your next payment and include a voided check from your
checkbook. We will take care of the rest.
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- Can my payment be deducted from a savings account?
- Yes. However, there are a few different steps
you'll need to follow. In addition to the signed agreement, you'll need to:
- Verify that your bank will deduct payments from a savings account. (Some don't)
- Send on a separate piece of paper:
- Your bank name and ABA number (obtain from your bank)
- The savings account number you want to use
- Your signature (in addition to the one on the agreement)
Please send this information to the address indicated on the
QuickCheck Agreement Form [PDF: 108KB / 2 pages].
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- How is it easier than paying by check each month?
- You don't pay for postage or gasoline. There is no
check to write. You'll never be late for a payment if you forget or are out of town.
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- Do I pay any charges for the QuickCheck program?
- Absolutely not! QuickCheck
is a free service from Wisconsin Public Service, although your financial
institution may charge for this type of transaction. You may want
to call them and ask. However, you will still save the money you're
currently spending on stamps, gasoline and checks.
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- Does this work well with Budget Billing, where I pay
the same each month?
- Yes. QuickCheck and Budget Billing are
made to work together. Not only can you make your payment automatically, but you will
always know how much your bill will be. Each program works well alone, but the two,
together, are often chosen for greatest convenience.
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- Will I still get a bill from Wisconsin Public Service?
- Yes, just like you do currently. And the upcoming
date and amount of the automatic QuickCheck transfer will be printed right on the bill,
so you'll know exactly how much will be deducted and when. You'll have plenty of time
to review and call with any questions before the payment is made.
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- Is it possible to select the due date of my bill?
- Yes, you may choose the day you pay! You may have
your payment deducted from your account on any day of the month you choose—first
of the month, middle of the month or whatever day is best for you.
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- How soon after I sign up will my QuickCheck payments
begin?
- Your payments will begin with either the first or
second Public Service bill you receive after you sign up for the plan. You'll know your
next payment will be made automatically when you see the words "Quick Check
Amount" on the stub portion of your bill.
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- How will I know my bill has been paid?
- Your QuickCheck deduction will be listed on your
monthly bank statement as an item labeled "Wisc Public Serv - QuickCheck."
Also, your Public Service bill each month will show your previous balance and the
payment made through the QuickCheck program.
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- What if there is not enough money in my bank account
to cover the payment?
- Just as if you were paying normally by check, a
return check fee will be charged to your account if there are non-sufficient funds.
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- What happens if I change financial institutions?
- It's easy. You simply fill out a new agreement and
send it along with a new voided check. We'll take care of the transfer for you. Please
note, depending on the timing of this change, your account may not transfer on the
next bill you receive. Therefore, you may need to send payment for one bill.
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- What if I move?
- If you move to another address served by Public
Service but do not change financial institutions, we'll simply transfer the information
required to your new account. If you change financial institutions, we'll need you to
fill out the online form again with the new information.
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- How do I sign up for QuickCheck?
- To sign-up mail your completed QuickCheck Agreement
[PDF: 108KB / 2 pages] along with a voided check for deducting from your checking
account to:
Wisconsin Public Service Corporation
P.O. Box 19003
Green Bay, WI 54307-9003
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Summary Billing Questions
- What is Summary Billing?
- Summary Billing is a free service that consolidates all
your accounts into one summarized monthly bill with one due date.
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- Can I combine Wisconsin and Michigan accounts into
Summary Billing?
- If you have accounts in Wisconsin and Michigan,
you will need to have two Summary Bills — one for each state.
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- How many accounts can I combine into Summary Billing?
- There is no limit to the number of accounts you can
combine. Summary Billing will reflect
the total due for all accounts. NOTE: You must pay the entire amount due.
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- What if I am unable to pay the entire amount due?
- If this should happen, you will need to send in
each individual bill stub with the amount you want paid for each. Processing summary
bill accounts individually is a costly process, if this becomes a reoccurring issue,
we reserve the right to remove your accounts from Summary Billing.
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- What if I want to pay extra on my Summary Bill?
- If you choose to pay extra, you will need to send
in each individual bill stub with the amount you want paid for each. Processing
summary bill accounts individually is a costly process, if this becomes a reoccurring
issue we reserve the right to remove your accounts from summary billing.
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- Can I use Summary Billing and QuickCheck together?
- Yes, they work well together to simplify your bill
paying.
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- Can I use Summary Billing with e-Bill?
- No, unfortunately e-Bill requires each account to
process separately. Using Preferred Due Date can schedule each account to be due at
the same time, which can provide you the ability to pay them together.
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Additional Frequently Asked Questions:
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