ComplaintsforWyse Meter Solutions Inc

• Initial Complaint

  20/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My first bill with wyse from dec01,2023 -feb 01,2024 even had account setup fee and the Usage-270 units and still the charges were $107.21 ,but in second bill for cycle feb01,2024-mar01,2024 Usage-128 units and the charges are $143.33 . I want to know how the charges are so much in second bill where there is no account setup fee to be included.*** ********** *** ** ** ********* **** ******* ***** ***** ******* ** **** ******* . *** **** ****** ** **** **** ** business can’t explain what the charges are.*** ******* ** ** ********* ************ ** ****

  Business response

  30/04/2024

  We apologize if there was confusion in the bill amounts and have since reached out to the customer to explain. There was unfortunately returned payments that resulted in additional fees as well as payments needing to be reversed. We do outline these charges in the detailed section of the bill. 

• Initial Complaint

  24/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hi there, I have been being overcharged for water from WYSE since May 2023. I have called and emailed countless times with no resolution. ** ******** *** * **** ** * ***** * ******* ********** We use approx. 1300-1400 gallons of water per month. I am being charged for 15,000 gallons, 20,000 gallons...the list goes on. Attempts to contact a supervisor is useless as they very rarely if ever return calls or emails. They keep saying that the "billing department" is reviewing my bill but nothing gets resolved and nobody responds. I received one small adjustment for a couple of months in the summer of 2023 and then they proceeded to charge me for 15,000 gallons for the months of August and September. * ** *** ********** *** **** ******* ** **** ******* ** ******

  Business response

  16/02/2024

  The customer was provided billing corrections for estimated charges in September 2023. This has been communicated to the customer.

  Customer response

  16/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  WYSE has not shown me the adjusted amounts on my bills. All they have done is told me they credited me these amounts. For what months?? Where are the adjusted months?? What did you adjust too?? There are NUMEROUS months I have been overcharged so just saying you've given me so much money in credit isn't fixing the issue. Did you credit me for the twice that you charged me for 15,000 gallons of water or the 20,000 gallons of water or the 6,000 gallons of water that I didnt use?? Every month should be the same usage.

  I want to SEE the adjusted months and for what I was credited for because in your website it still shows those astronomical amounts. I want details because I still don't believe I've been credited the proper amount. They are still saying I owe about $500??? This is impossible unless I've been overcharged. *** *** ******* **** ** ***** **** ******* ** * ****** ********* I have a right to know what I'm being charged for EVERY month plus adjusted amounts. I should not have any more then approx.1400 gallons per month.
  
  Sincerely,
  
  ******* *****

  Business response

  01/03/2024

  We have reached back out to the customer and are working to provide the details they require as well as confirm payments owed. This is ongoing but we are committed to working with the customer until we have resolved the issue. They are working directly with our Customer Support team.

  Customer response

  13/03/2024

  
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  17/04/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We moved out of our apartment at the end of December 2022, during such time we had given notice (in November) to the building management who send over our completed cancelation papers and forwarding address. In February of 2023 our bank flagged an attempted withdrawal from Wyse, which prompted us to call their customer service line. When we spoke to the first representative they told us that the payment attempt was for our last bill which we thought was already emailed to us and paid in January, however the rep told us that, the payment was for the previous month and they mailed us the last bill to the previous address (our old apartment). We obviously didn’t receive this bill as we had moved out two months prior and usually receive emailed bills. At this point we had asked for the bill to be email which they said they couldn’t do and locked us out of our online account. They claimed they never received the cancellation forms with our forwarding address on it, and we are now in-curing various fees. We followed up with our old building manager about this who confirmed the forms were sent and have proof of them via fax and email. We followed up with the customer service stating they were sent and confirming our correct contact detail. The rep informed us that this issue would be looked into and they would contact us back… two month has gone by with no response after various attempts from our old building manager and us. Now it’s April and we have received a third party email that this issue was sent to collections.

  Business response

  26/04/2023

  A member of our customer relations team has resolved the customer's issues with their final billing and have waived any fees associated with this issue. We thank the customer for bringing this to our attention so we have the opportunity to resolve.

  Customer response

  26/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  

• Initial Complaint

  09/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Wyse automatically forces a new account creation for the landlord/owner of a property, between each tenants. This causes two problems that are quite serious: Wyse discards/ignore existing contact information, thus the bill it sent to the service address instead of the mailing address of the owner, they also disregard existing email, phone number, billing communication preferences, etc. Thus the bill is sent to the property address which might already have a new tenant and it is thus not legally possible to check the property mailbox anymore. Thus there is no process for reliable communication with the landlord/owner. *** ***** ******* ********* * **** ****** **** ** *** **** **** * ************** ******* ******** ****** ******** ***** ******** ** Wyse charges account setup fee each time and also charges the deposit, etc. I have several tenanted properties that are serviced by Wyse, and these keeps recurring and it's a huge problem. I need a refund of the account fee charged AND that they institutes and property process for continuance of communications with the landlord between tenants.

  Business response

  14/03/2023

  We thank the customer for bringing this to our attention and have had a member of our customer care team reach out to help explain our landlord process in more detail, as well as plans we have to improve this process in the near future as we understand how critical utility payment is as part of tenant management. We have provided a goodwill credit for the account set up charge.

  Customer response

  16/03/2023

   
  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.
  
  Sincerely,
  
  **** **********

• Initial Complaint

  13/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In January I paid my wyse meter bill early before the prepaid, and maybe I did it too close to the actual date the monies comes out of my bank. So wyse continued to take the monthly amount out of my acccount, and then reversed the payment. Then I get a letter that they are charging me an NSF because of non payment, but I showed them that I paid it early and their computer system should have noticed it. The supervisor I spoke with, MARIE, seemed like she was going to resolve this issue and make sure that this NSF fee doesn't come out in this months bill. But it did, Today. Marie told me by phone that when I sent her an email showing my statements of the reversal that she would take care of it, and if there was any problems she would email me. I did not get an email and the NSF fee went through today. I would now like this NSF fee I just paid refunded. Please help. **** ****** **** *** *** ***** ***** **** ******* ** ***** *** **** ****** *** ******* ** **** *** **** ****** **** ****** ** ** ********** *** **** *** **** ***** ****** ** ****** ******** **** **** Please help with this NSF fee that was charged to me today along with my monthly bill. (Feb 10, 2023) Thank you, *** ********

  Business response

  21/02/2023

  We thank the customer for bringing this to our attention for us to investigate. Upon reviewing the customer's account, there was a returned payment that resulted in a NSF fee on the account. It has been explained to the customer if there is an error on the bank's part, we would need a letter in order to waive our processing fee. We have provided the customer with what is required to waive the fee and we understand that this has been frustrating for the customer but without this information we cannot provide his requested resolution. 

• Initial Complaint

  03/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i got my final bill from WYSE utilizes. they have charges for December however i moved out November 30th. I have a 236.50$ charge for December. They do not have a working phone line, they have not responded to my emails in over a week and have said they will send it to collections if i do not pay it by a certain date. they also have 2 different dates listed for when they will charge me, and will not get back to me on which one is right.

  Business response

  18/01/2023

  We thank the customer for bringing this to our attention and are sorry they have had difficulty getting in touch with our Contact Centre. In reviewing their account, we can see they have since been able to work with our agents to resolve their outstanding balance and the account is now clear. Should the customer need anything further, they can contact us at ************@*********.com.

• Initial Complaint

  15/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I sigh up with wyse on march 2019 and I paid 150$ deposit and 30$ set up fee my first bill came was 176$ I was shocked because I had a bachelor and I work 12 hours a day how that happened I called they did not do anything told me to pay I didn't not pay I was trying to find out why that much the may bill comes 350$ including the previous bill then I called wyse if it was possible someone to come and take a look in my unit because is not possible my bill is that high they said I had to pay 400$ for that so I talked with the supervisor of my building to send someone she said it will take some time months pas my June bill came 486$ I called the supervisor again to come as soon as they can because the bill was going crazy * ****** **** * *** ****** *** ****. The person came to check my unit it came out that the hall parking lot was connected to my unit so I called wyse I told them they said the head office manager called them so they said I'm good don't need to pay anything for the previous months and they will give credit for 171$ so I started pay my bill regular on October 2022 I called them because I had to move for work to other province I ask how I can close my account they told me to sigh a moving out the form online I did that and ask them about my deposit 150$ they said oh they gave me a credit on December 2020 130$ no one notify me I paid my bill every month ****** ** ***** I paid the bill till my moving out form now I'm still getting charge for December 2022 and the told me I have to pay January 2022 still how this make sense I moved out on December 12 2022 and plus new person moving in on January 1st so they will charge both of us **** ** ********** *** ***** **** ******* *** *** ***** ****** ********* ******* ** ****** *** **** * **** ********** ***** ***

  Business response

  24/01/2023

  
  We have contacted the customer to clarify any confusion they may have with their deposit (which was refunded in June 2019 and applied to their subsequent invoices between August 2019 and December 2019) and their final invoice amount We have confirmed for them that they have paid the final amount owing and the account is closed. 

  Customer response

  24/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that whatever I say or do they will find the way to manipulate the situation nothing I can do they do not care 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  28/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an account with Wyse Meter Solutions for water for my apartment in 2018/2019. It is now 2022 and I have received a new collections account on my credit bureau. Wyse meter solutions is now trying to falsely *** ******* claim $98 from me after I probably closed out my account and everything. I talked with customer service over the phone, sent in a cancelation form and moved addresses and sent a forwarding address. I was told everything was good and is settled. Now 3 years later this company is trying to ******* money owed *** ** ********** ********* ** ****** *****. **** ** ** *** **** **** *** * **** ** ****** *** ****** ***** ** **** **** ********* ** *** **** ** **** ********** ** ** ***** ******** **** **** ***** *** ******* ******* ********* ** **** ***** ********** * ** **** ***** ** *** ***** *** ************* * **** **** * ****** ** ****** *** ****** ** ****** ***** ******** ** ********** ******** I will not take calls from this business. I will receive emails. I want this taken off my bureau ***** *** ******** *** * **** ** ****** ******* ***** ****** ** ********* *** ********* ** ****** ** * *********

  Business response

  04/12/2022

  Hello ******* ********,

  Your concerns are important to us.

  Please contact our customer service team at ************** (M-F, 8am-8pm EST) or by email at *******@*************.com for assistance.

  Sincerely,

  Wyse Meter Solutions.

   

• Initial Complaint

  29/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received the first bill from Wyse. The bill covered the days before I moved into the unit. I have to pay the bills that should the previous resident of my current unit. I called wyse customer service and a guy picked up the phone and immediately hang up the phone in just two seconds. **** **** *** **************. I won't pay the bill for what is not mine. The waiting time for the call-back now is forever. ******** *** ** ******* **** *** *** **** ********* **** *****

  Business response

  31/10/2022

  Hello ******* ****,

  As per the email communication on 10/21, your account has been adjusted to reflect your move-in date of 09/01.  If you have any questions, please contact customer service at **************.

  Thank you.

• Initial Complaint

  27/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently moved. Prior to that I was living in a building where Wyse was the utilities service provider. My account was paid and up to date. I didn't have a forwarding address until 2mths after I moved, and the properties paperwork shows my move out date. Once I was able to get online to update my forwarding address with Wyse, it showed that I was entitled to a refund. I have a copy of this final bill ******** ******* * ******* ********* **** **** ***** *******. I later called and was advised by a representative that the company had sent out a refund to the address on file...1 month after I moved. ********** I didn't receive anything as I was no longer living there. ** **** ********* ** **** the company now refuses to issue my refund claiming that I owe them monies from the time that I moved until July 25th (that's the date I updated my move out address online...not the date the service was terminated). So despite having my move out forms and documents to prove that there was not, nor should have been any services past May 31st, they are making a claim that I owe them $76.91 for the period of June to July. **** ** ** ********** **** ************* ** ******** ** **** *** ****** **** ********* ******* *** ********* ******** ** **** ********* ** ********** *** ********** **** *** ********** ** ***** ****** *** *** ***** ****** **** ** ** *** *** *** ****** ** ******* ** ******* ** *** **** ********* ****

  Business response

  31/10/2022

  Hello ****** *********,

  Thank you for your patience.  We are working on closing your account for 06/01.  Once this has been calculated, we will issue a final bill and any credits will also be issued.

  If you have any questions, please contact customer service at **************.

   

  Thank you.

*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. ↩