How do I get help with billing issues?

In this article

If you’re wondering why your bill is higher than expected, or if you’ve noticed an invoice error, duplicate charge, or unexpected payment, read more below for help.

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Here are some of the most common questions we receive:

“Why is my bill so high this month?”
“My invoice looks incorrect—what should I do?”
“I think I was charged or billed twice.”
“I made a payment, but it looks like it didn’t go through.”
“My bill is wrong – how can I fix it?”
“Where is my refund?”

What You Can Check First

Before submitting a support request, we recommend logging in to your My WM account to review your billing details. Here’s what to look for:

Invoice History: Compare current and past invoices to spot changes.
Fuel/Environmental Charges: These may fluctuate based on national fuel prices.
Extra Services or Pickups: Charges for bulk items or additional pickups may appear.
Partial Payments: If your last payment didn’t cover the full balance, the remainder carries over.
Service Agreement Adjustments: Some plans include scheduled rate adjustments or annual price increases.
Local Fees or Taxes: These can vary by location and may change periodically.

Your My WM account also lets you:

Download and review invoices
Pay your bill online
Update payment methods
Enrol in AutoPay and Paperless Billing
View your billing history and current balance

Refund Guidelines

We understand that billing issues can sometimes result in overpayments or incorrect charges. Refunds are considered in the following scenarios:

Duplicate payments or double billing
Incorrect charges due to service errors
Payments applied to the wrong account

Refunds are typically processed within 7–10 business days once approved. Please note that refund eligibility is determined after a thorough review by our Customer Service team.

If you are requesting a specific refund, please submit a support request using the "Request Help" button below. Our team will investigate and follow up with you directly.

Still Need Help?

If something still doesn’t look right, we’re here to help. Click Request Help to submit a support request, and our Customer Service team will investigate the issue.

Important: If you need to update your billing or service address, our support team must make this change. Please include the details when submitting your Support Request.

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Information in this article may be inapplicable to customers who receive service pursuant to a WM agreement with a municipality, association or other entity, or where applicable law requires differing terms of service.

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How do I get help with billing issues?

What You Can Check First

Refund Guidelines

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