Billing Help

Getting Started

How To Read Your Invoice

For a visual guide to help you locate account details, local office information, account summary, important messages, and the payment coupon, please refer to the invoice diagram.

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WM ezPay ID/Customer Number

You asked, we listened. Keeping up with two numbers was difficult and confusing. These numbers used to be both on your invoice and have been retired, we have gone to a one number approach to make it easier for you. The WM ezPayID is now known as the Customer ID and can be used to reference your account.

Why do I need the Customer ID and where would I use it?

  • Have your Customer ID to help expedite your request and account lookup. Whether you are on the phone with a customer representative, via email, chat or through our online forms, help us help you faster by providing this number
  • When setting up your online account, this number will be used to link your account to your profile
  • For online banking customers please use this number when setting up online payments through your financial institution. This number can be found in your invoice on the top right corner.
  • It is necessary when making an online payment through our 800# or when making  a one-time payment

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Find the Balance on My Account

To view the balance, go to the My Account section on WM.com. You can view your current balance on the My Account dashboard. If you have recently made a payment, the payment will be reflected online within five business days.

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Payment Methods

Automatic Payment
Pay your invoice online or set up recurring payments with us on the My Account page. (Free service)

Pay through your Financial Institution
Make a payment from your financial institution using your Customer ID (WM EzPay ID) and the P.O. Box on the remittance stub of your invoice. (Free service)

One-Time Payment
At your desk or on the go, use wm.com or our WM mobile app to make a quick and easy one-time payment by using your Customer ID (WM EzPay ID). (Free service)

Payable by Phone
Payable 24/7 by calling 866-964-2729 (Convenience charge may apply)I

Mail It
Write it, stuff it, stamp it, mail it. Envelope provided.

Pay Local
Find your nearest CheckFreePay retail location
Bring your remittance stub to the retail location, along with your payment,to pay your bill in cash. (Convenience charge may apply)

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View Electronic Invoices

Please note that in order to view your invoices online, you must first register your WM account with WM.com and then link your Customer ID (WM EzPay ID) to your WM account

You can view current and past invoices by accessing the My Account section of WM.com. In addition to viewing electronic invoices, you can make a payment; enroll in paperless billing and automatic payments, and print copies of your invoices.

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Change or Update Payment Method on Auto-Pay

To change or update your Auto-Pay information, go to the My Account section of WM.com. Under the “Manage My Accounts” section, click on the account that you want to manage. On the right of the page, you will see a button that says, “ENROLLED” next to “Automatic Payments.” Click this button. Now you can edit your payment information or stop the automatic payments. Click “Edit Payment Info” and you will be directed to a form where you can edit your saved credit card or checking account. Click “Stop Automatic Payments” to stop the automatic payments.

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Charges

Explanation of Standard or Common Charges

At Waste Management, we are on a quest for Environmental Performance, a mission to maximize resource value, while minimizing – and even eliminating – environmental impact so that both our economy and our environment can thrive. Each Waste Management hauling and operating subsidiary (“WM operating company”) provides waste services in a safe, reliable and environmentally responsible and bills customers for such services. All WM operating companies assess standard or common charges that cover certain Waste Management enterprise-wide costs, such as a Fuel Surcharge to cover costs related to diesel, natural gas and other hydrocarbon based fuels or products; an Environmental Charge to cover costs related to environmental compliance; and a Regulatory Cost Recovery Charge to cover municipal and regulatory taxes or fees, such as host community fees and disposal taxes. These standard or common charges are not tied to each WM operating company’s applicable costs to service its customers in a specific city, municipality, county, province, state or other geography, but are based on Waste Management’s overall enterprise-wide costs (i.e., the combined costs of Waste Management and all its WM operating companies) to service all WM operating company customers. These charges also include an amount for operating or profit margin. These charges are our WM operating companies’ charges; they are not fees, taxes or charges that we or our WM operating companies are required to collect and remit to any governmental agency. These standard or common charges may be adjusted or modified in the future.

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Standard or Common Charges that may appear on your invoice can include:

Administrative Charge

The Administrative Charge is applicable to collection customers. The Administrative Charge covers the cost of generating paper invoices and processing paper invoice payments. By eliminating paper invoices with return envelopes, we reduce waste and drive down costs associated with preparing and mailing paper invoices. Customers can avoid this charge by signing up for automatic, pre-authorized payment and paperless billing through “My Account” on wm.com. Customers benefit from automated, pre-authorized payment and paperless billing by saving the time and money required for postage to mail the payment. In addition, customers can rely on the on-time, hassle-free processing of their payment.

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Fuel/ Environmental Charge

The Fuel/Environmental Charge applies to customers in all of our lines of business. The Fuel/Environmental Charge is typically one line item containing two components: (1) Fuel Surcharge and (2) Environmental Charge. The Fuel Surcharge is a recurring charge and is typically a fluctuating percentage of invoice charges, excluding the Environmental Charge, Regulatory Cost Recovery Charge and taxes, based on the U.S. Department of Energy weekly diesel price index, or for Canadian customers, the Canadian national diesel price index as published by Bloomberg. Fuel charges are common in the waste and transportation industries, such as airlines, trucking and delivery service companies, and utilities. This charge fluctuates with the nationally published price of diesel, and is intended to measure the changes in the cost of diesel, natural gas, and other hydrocarbon based fuels and products that our WM operating companies use in our overall enterprise. The Environmental Charge is a recurring charge and is typically a fixed percentage of invoice charges, including the Fuel Surcharge, but excluding the Regulatory Cost Recovery Charge and taxes. The Environmental Charge is intended to cover Waste Management’s enterprise-wide environmentally-related costs for its WM operating companies to operate in a safe and environmentally responsible manner, plus an acceptable operating margin. Such enterprise-wide environmental costs include, without limitation, landfill cover material, engineering, testing and maintenance of landfills or other disposal facilities, the disposal of tires, batteries, oils and fluids and the monitoring and management of vehicle emissions.

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Regulatory Cost Recovery Charge

The Regulatory Cost Recovery (RCR) Charge applies to collection customers. The RCR Charge is a fixed percentage of invoice charges, including the Fuel/Environmental Charge, but excluding taxes. This charge is intended to cover a portion of Waste Management’s enterprise-wide costs associated with host community fees, waste disposal taxes and similar charges that our WM operating companies pay to municipal or other governmental authorities or agencies to engage in the waste collection, transfer, processing, disposal, treatment, and/or recycling business, plus an acceptable operating margin.

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Recyclable Material Offset

The Recyclable Material Offset (RMO) is a price adjustment that applies to recycling collection customers. The recyclables commodities market is volatile and subject to significant price fluctuations. To help adjust for the impact of such fluctuations, our WM operating companies assess a RMO adjustment to recycling customers’ invoices that allows such WM operating companies to collect, process and sell recyclables at an acceptable operating margin. The RMO is usually a charge, but can be a credit to a customer’s bill, because it changes with the prices for recyclable commodities.

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Prorated Services

Prorated services can occur for commercial, roll-off or residential collection customers. Typically, service start dates fall outside standard invoicing or billing periods. When this occurs, customers receive service charges adjusted (or prorated) for the month or billing period when services start. Generally, most customers are billed in advance for service. Therefore, the customer’s first invoice will contain prorated service charges and advanced billing. For example, if a customer requests services to start on the 20th of June, the customer’s first invoice will show 10 days of prorated services for June as well as the full month charges for July. Some residential customers are invoiced on a quarterly or other longer billing cycle. These customers would receive a prorated charge for the current billing period, as well as advance charges for the subsequent quarterly or other billing period.

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Taxes

Taxes may apply to charges for products and services included in your invoice. Specific taxes vary by state and locality.

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Other Invoice Charges

Additional charges may be incurred for reasons including but not limited to the following: container overages or overfilling; contamination or non-conforming waste; late payment; a returned check for non-sufficient funds; delivery, moving or removing a container; resumed/restart services previously suspended/terminated for non-payment; and extra trips. The amount of these other charges may change from time to time, as set by a WM operating company for its customers.

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Price increases

General

Our WM operating companies periodically increase their service rates. Price increases are subject to a customer’s applicable service terms, including any applicable municipal or franchise agreement or service agreement that the customer has with a WM operating company. Notifications for rate increases are typically provided the month of, or the month prior to, the increase and can be found in the “important messages” section on a customer’s invoice. Increases to service rates may be based on any number of factors, including to cover increases to disposal and/or third party transportation costs, increased costs due to uncontrollable circumstances, including, without limitation, changes in local, state or federal laws or regulations, imposition of taxes, fees or surcharges or acts of God such as floods, fires, hurricanes and natural disasters, and increases in the Consumer Price Index (CPI) as published by the U.S. Bureau of Labor Statistics (BLS) or for Canadian customers, Canadian CPI published by Statistics Canada, plus 4%. Standard CPI rate increases for US customers are tied to increases in the Water, Sewer, and Trash Collection Services expenditure category of CPI-U (non-seasonally adjusted, rolling 12-month average) published by the BLS (see www.bls.gov/cpi/ for more information), and for Canadian customers, increases to the Canadian Property Taxes and Other Special Charges Consumer Price Index (rolling 12-month average) published by Statistics Canada. We may also apply different CPI based price increases or seek price increases for other reasons and/or for our WM operating companies to achieve acceptable operating margins.

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Franchise/Municipal Customers

Residential, commercial and roll-off container customers serviced pursuant to a franchise agreement with a municipality or local governmental authority are subject to price increases permitted under the terms of such agreements.

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Open Market/Subscription Residential Customers

Generally, open market residential subscription collection customers are serviced on a prepaid quarter by quarter (or other periodic) basis, without individual service agreements. Therefore, our WM operating companies can increase the price or cost to provide such residential collection service from billing period to billing period, and customers may terminate or choose to not renew services after each billing period. Residential subscription customers are billed in advance and invoices represent the WM operating company’s offer to provide or continue to provide such services for the specified billing period. By paying the invoice and not cancelling service, the customer is agreeing to continue the service for the billing period and there is no proration or partial refund for any cancellation prior to the end of the billing period.

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Non-franchise Commercial/Roll-off

WM operating companies provide non-franchise commercial small container and permanent (i.e., recurring service) roll-off container service to customers under fixed term contracts with renewal options. Under Section 4 of our current standard service agreement for commercial small container and roll-off customers (“standard commercial/roll-off service agreement”), your applicable WM operating company has the right to increase a customer’s service rate and charges for any one or more of the following reasons:

(a) for any changes to, or differences between, the actual equipment and services provided by such WM operating company to the customer and those specified on the Service Summary to the customer’s service agreement;
(b) for any change in the composition of the “Waste Materials” (as defined in the service agreement) or if the average weight per yard of the customer's Waste Materials exceeds the amount specified on the customer’s Service Summary;
(c) for any increase in or other modification to our Fuel Surcharge, Regulatory Cost Recovery Charge, Recyclable Material Offset, Environmental Charge, and/or any Fees/Charges included on the customer’s Service Summary;
(d) to cover any increases in disposal and/or third party transportation costs, including fuel surcharges;
(e) to cover increased costs due to uncontrollable circumstances, including, without limitation, changes in local, state or federal laws or regulations, imposition of taxes, fees or surcharges or acts of God such as floods, fires, hurricanes and natural disasters; and/or
(f) no more often than annually for increases in any Consumer Price Index or components thereof applicable to the services (for U.S. customers, generally the Water, Sewer, and Trash Collection Services expenditure category of CPI-U published by the BLS, and for Canadian customers, generally the Canadian Property Taxes and Other Special Charges Consumer Price Index published by Statistics Canada) + 4%.

The price increases specified in Section 4(a) through (f) may be applied singularly or cumulatively, and when applied cumulatively, our WM operating company may recover more than any total or cumulative cost increases incurred by such company. Under Section 4 of such service agreement, any price or charge increases described in Section 4(a) through (e) may include an amount for such company's operating margin.

WM operating companies also regularly seek price increases subject to customer consent for reasons not specifically listed under Section 4 of our standard commercial/roll-off service agreement. WM operating companies notify such customers of these potential increases through invoice messaging, invoice inserts or separately mailed price increase notifications. Under Section 3 of such service agreement, the customer can either accept the price increase or trigger a termination of its service agreement, without any obligation to pay liquidated damages (subject to the company’s right to void the termination by rolling-back the consensual price increase to keep the service agreement in full force and effect). Under Section 5 of our standard commercial/roll-off service agreement, payment of the price increase is deemed to be a customer’s consent to the consensual price increase.

Pricing, price increases and the assessment of charges, whether pursuant to Section 4 of our standard commercial/roll-off service agreement or subject to other applicable service terms or customer consent, are not applied uniformly and vary from customer to customer. By contract or at the company’s discretion, some customers are exempt from base rate or CPI based price increases or do not pay Waste Management’s standard or common charges, such as our Fuel and Environmental Charges. Section 4 price increases and charges are designed to recover all applicable costs as to all customers from only those customers subject to the price increase or charge, excluding any exempt or non-paying customers.

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Check Your Applicable Service Terms

The service terms referenced above may apply to you, or your service terms may be different. Not all collection customers have service agreements and not all commercial and roll-off customers are covered by our standard commercial/roll-off service agreement. Your services may be covered by prior versions of our standard commercial/roll-off service agreement, which have different terms. If you have a service agreement, please check it for your applicable terms.

For additional information or assistance, please contact Customer Service.

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