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Billing Issues

What are your payment plans?

  • Credit cards: WCO takes MasterCard, VISA, American Express, and Discover. Startup fee ($35) and a prorated monthly fee (startup date to first of the next month) will be charged to your card when you sign up. Monthly fees are charged on the first of each month.

  • Invoicing: WCO has a flexible invoicing system - every 2, 3, 4, 6, or 12 months. Minimum invoicing amount is $45.
    In the event of cancellation, unused online time will be refunded as per the 15 days notice policy shown below.

    Those who prefer to, may pay each month, but will still receive an invoice every 2 months. Each monthly payment is applied to the 2-month invoices and if monthly payments are made regularly, the 2-month invoices may be ignored.

  • Can I get my money back if not satisfied? What's your return policy?

    WCO has very few cancellations. Startup fees are not refundable.
    In the case of checks, with 15 days advance notice - monthly fees are refundable.
    In the case of credit cards, monthly fees are generally not refundable. To avoid being charged by credit card, advance notice must be given at least 5 days before the end of the current month.

    Invoicing Example: If you pay by invoice every 2 months, pay for 2 months,
    and cancel 2 weeks into the first month, we refund 1 month.
    If you cancel the day you pay for 2 months, you get back 75% of your invoice payment.

    Credit Card Example: Credit cards are charged on the first of the month. If you pay by credit card and cancel on or before the 26th of the month, you will not be charged for the coming month. If you cancel on or after the first of the month, you will not get a refund for that month.

    Why do you send 2 invoices?

    One copy is for you to keep, and one copy is to return to us with the return envelope provided. You don't have to return a copy to us, but if you don't, please write your invoice number on your check or money order.

    Where do I mail payments to?

    Suite 306
    200 Brown Road
    Fremont, CA 94539

    Do you take proper security measures with credit cards?

    Absolutely. All credit card operations are done in Fremont. Card information is taken from our signup forms, with your signature, and are immediately keyed into a WCO-designed database. The computers that process credit card numbers are not connected to the Internet, or a network of any kind. Only 2 key employees have access to the credit card database, and no hard copies are produced, except in the case of declined/expired card numbers. We do not send credit card numbers by email, and recommend that you do not either. WCO uses Card Services International, a trusted name in the Merchant Credit Card business.

    I live close to your Rohnert Park / Fremont offices, can I just drop by with some cash, or a check?

    We strongly recommend payment by check or money order, mailed to our Fremont billing office. This is the best way to make sure your account is credited promptly. It's a good idea to write your login name on your first check, and return a copy of our invoice with subsequent checks.
    Although we don't recommend it, you may drop by our offices during business hours to pay by cash or check.

    I went on vacation / had a power outage / my computer was down / moved / didn't use my account, etc. - can I get a credit for the time I didn't use my account?

    Only if you inform us before (or during) the non-usage period.
    For example, if you are going on vacation for a month, and send email to billing@wco.com before you leave, you get credit from the time you leave to when you return. Another example is if your computer dies and you call us and ask for a suspension of your account until it is fixed. In these cases, WCO will issue you credit for the unused online time.
    If you contact us after a period of non-use, we cannot issue you credit.

    Can I have my monthly charges electronically debited from my checking account?

    We do not yet offer that feature. We can however, conveniently invoice every 6 or 12 months, and we offer a ten percent discount to those who pay promptly every 6 or 12 months.

    What if I don't pay my bills or dispute my credit card bill?

    We must insist that our customers pay promptly. We need our staff to improve our services, not to chase down payments. Please make sure your credit card is current. If your credit card is declined twice in a row we must restrict your account until you contact us with a payment plan or new credit card number.

    We also restrict brand-new accounts started with bad/declined credit cards. There is a handling charge which may be added, each time a credit card requires extra processing - declined or expired. Credit Card Fees (per occurrance): Declined credit card: $5.05. Credit Card dispute fee: $22.50 To avoid paying a $22.50 credit card dispute fee ($12.50 processing and $10 collections), simply contact our billing department first, NOT your credit card company, if you wish to dispute charges -- We are fair, so please contact us first (billing@wco.com), before you contact your credit card company.

    Please do not attempt to cancel by ignoring our invoices or mailings - if you need to cancel, send email to billing@wco.com, or send a fax to 510-249-1561 or 408-946-5331, or call 510-249-1560.

    If you don't agree with an invoice, don't ignore the problem, let us know about it. Even if you cancel, you will owe for the time period before you documented a cancellation request. (For more details, see WCO's Terms and Conditions )

    If your account is restricted for non-payment and your account is on a PRE-PAY ONLY basis (a category our billing office determines for accounts consistently late paying or who have gone to collections), the account will remain restricted until payment is received in our Fremont office.

    If you do not pay WCO's (net-30) invoices on time and/or ignore our email warnings, you will be introduced to Transworld Systems, the collection agency that handles our delinquent accounts. The moment your account is turned over to TWS, your account will be restricted and you will owe $10 more to WCO/TWS. If you ignore TWS, your account will be deleted and you will have to deal with a hard-core professional collection agency for the original debt plus all collection-related expenses, including $85 for each hour the collection agency and/or our staff spends attempting to collect your debt. Also, TWS is used to collect on every case of credit card charge-backs, plus all expenses. If you think we've made a mistake on your credit card, contact WCO first.

    Please keep us informed!

    If you need special payment arrangements, or if your credit card is lost, stolen, or expired, send email to billing@wco.com. If you move, tell us your mailing address so you won't miss invoices or our credit card expiration notices. Thanks!

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