BBB Business Reviews may not be reproduced for sales or promotional purposes.

Request a Quote

Request a Quote from Ameren


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Ameren meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Ameren include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 279 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

279 complaints closed with BBB in last 3 years | 92 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 171
Billing/Collection Issues 67
Delivery Issues 3
Guarantee/Warranty Issues 0
Problems with Product/Service 38
Total Closed Complaints 279

Customer Reviews Summary Read customer reviews

11 Customer Reviews on Ameren
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 11
Total Customer Reviews 11

Additional Information

BBB file opened: August 30, 1977 Business started: 08/07/1977 Business started locally: 08/07/1977
Type of Entity

Corporation

Business Management
Debbie Bailey, Manager Breeze Benten, NO longer employed Mr. Brian Bretsch, Corp Communications CFAT, IP CSC CFAT Mr. Scott A. Cisel, President Illinois Cathy Hart, Supervisor, Missouri PSC Inquiries Jim Holdener, Customer Service Engineer David Kohring, Customer Service Rep Mr. Brian Leonard, Manager of Community Relations Tim McCarthy, Manager, Customer Contact Center Suzanne Murphy, AmerenCILCO Kathryn Pate, AmerenIP Tonya Sanders, Ameren IP Thomas R. Voss, President and CEO Karen Warnke, AmerenCIPS
Contact Information
Principal: Debbie Bailey, Manager
Business Category

Electric Companies Natural Gas Companies

Alternate Business Names
Ameren Energy Inc Ameren Energy Resources Co AmerenCILCO AmerenCIPS AmerenIP AmerenUE Amerenue Electric C I L C O C I L C O R P Inc C I P S C I P S C O Investment Co Central Illinois Light Co Central Illinois Public Service Co I P Illinois Power Co U E Union Electric

Additional Locations

  • 1800 Ford Ave

    Effingham, IL 62401

  • 1901 Chouteau Ave

    Saint Louis, MO 63103 (314) 342-1000 (314) 992-6709 (314) 554-2704 (314) 992-6759 (314) 546-7415 (314) 554-2686 (314) 621-3222 (314) 342-1111 (800) 552-7583 (800) 755-5000 (217) 532-9271 (217) 347-3157 (877) 426-3736 (314) 992-6669 866894225519403 (314) 992-8855 (573) 681-7396 (314) 992-8855 (660) 263-0806

  • THIS LOCATION IS NOT BBB ACCREDITED

    2105 E State Route 104

    Pawnee, IL 62558 (314) 992-6753

  • THIS LOCATION IS NOT BBB ACCREDITED

    300 Liberty St

    Peoria, IL 61602 (309) 677-5217

  • THIS LOCATION IS NOT BBB ACCREDITED

    370 S Main St

    Decatur, IL 62523

  • 4400 Union Blvd

    Saint Louis, MO 63115

  • THIS LOCATION IS NOT BBB ACCREDITED

    500 S 27th St

    Decatur, IL 62521

  • 501 Franklin St

    Moberly, MO 65270

  • 9823 Mackenzie Rd

    Affton, MO 63123

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 2543

    Decatur, IL 62525 (866) 894-2255

  • PO Box 66875

    Saint Louis, MO 63166

  • PO Box 66881

    Saint Louis, MO 63166

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/23/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I paid a $500.00 deposit to have service in my name. A stipulation of the deposit was that it could not be used as credit towards my bill. A refund check of $534.00 was mailed to me in December, 2015. I unwittingly put the unopened mail in a drawer. I needed to make a payment plan on my bill in May, 2016 and the representative informed me of the refund and observed that it had not been cashed. She said aid she would email HR and get it credited. Shortly after I received a crude print out with $534.00 highlighted in yellow as refund but under the credit column for a $487 bill that was paid by CAP. I have all correspondence regarding this supposed credit from Ameren and the paper confirming the benefit granted by CAP. The kicker is, upon gathering all proof, I came upon the check from Ameren for $534 dated 12/15/15. Since then I've had abnormal aslly high discrepancies in my bill. I have have a payment agreement of $56 a month plus mobthly, due to the iflated charges. I've made the payment due of $56 plus the bill in July and much to my dispair, the August bill states that the bill I paid was an installment of a requested $312 deposit and they want $380 by the 15th or disconnect and payment agreement default. The bill includes $102 for a deposit never mentioned. How many deposits can they request in an 8 month period? Help. It's the only utility in my area. I don't have $400 a month to replace funds for incompetent HR representatives. Thank you for your time. Sincerely, ******* ** ******

Desired Settlement: This webpage would not allow me select a complaint, or desired settlement. I would appreciate a bill with amount due 0.00 until September 15, 2016 and no more deposit requests. Thank you very much for your time and assistance in this ridiculous matter.

Business Response:

 

August 12, 2016

 

 

Better Business Bureau

 


 


           Open Date:    08/04/2016

     Complaint ID #:    **************

            Account #:   ***********

   Customer Name:    *************

   Service Address:    *** ******

                                Westville, IL 61883    



 

The customer’s complaint is in regard to a deposit.

 

AmerenIllinoisResponse

AmerenIllinoisconducted a thorough investigation of the subject complaint which revealed the following information.

 

Ameren records indicate that ******* ** ****** established electric and natural gas services at ** ****** *** ********* ** ***** on 9-9-15 (Ameren account number ***********).

 

On 12-18-15 Ameren Illinois mailed Ms. ****** a check in the amount of $534 to return the deposit that had been held on the account.  

 

On 4-21-16 a Final Notice Prior to disconnection was mailed to Ms. ****** for the past due amount of $299.49. The due date shown on the final notice was 5-3-16.

 

On 5-5-16 at approximately 1:18 P.M. Ms. ******’s electric service was disconnected for non-payment of the past due balance in the amount of $299.49. 

 

On -5-5-16 at approximately 2:02 P.M. Ameren received a payment in the amount of $299.49. When this payment was received, an order was immediately issued to restore the electric service at Ms. ******’s home.

 

On 5-5-16 at approximately 4:38 P.M. the electric service was restored at Ms. ******’s address.

 

On 5-5-16 the Company also mailed a letter to Ms. ****** explaining that a deposit would be required on the account due to the disconnection for non-payment that occurred.

 

On 5-5-16 Ms. ****** spoke with a Company representative and that representative incorrectly advised Ms. ****** that the deposit had been applied to her account. The deposit has actually been sent back to Ms. ****** as a check in December 2015.

 

On 5-17-16 Ameren Illinois shows that the deposit refund check #********** was cashed. 

 

Ameren Illinois records indicate that the deposit refund check was endorsed and deposited by ******* ******. A copy of this refund check with signature has been included with this response.

 

Ameren Illinois strives to be consistent with all customers regarding the assessment of deposits pursuant to the provisions defined by the Illinois Administrative Code Title 83, Section 280:

 

 

 

Section 280.40(d) and (c)

 

(d) Applicant Deposits: The utility shall have the right to require a deposit of an applicant under the following conditions:

  1. The applicant was previously disconnected for non-payment of bill amounts owing to the utility for the same class and type of service.

         

(c) Residential and small business customer deposits shall not exceed?of the estimated annual charges for the service to that customer.

 

The deposit assessed in the amount of $312 will remain on the account and as of 08.10.2016 has billed in three installments.

 

As of 8-10-16 Ms. ******’s current balance is $380.21 due 8-15-16 and Ms. ****** is on a Deferred Payment Agreement (DPA). The DPA has an unbilled DPA balance in the amount of $441.41 and is being billed in installments of $56 in addition to the bill each month.

 

Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. 

 

Thank you,

 

AmerenIllinois

Regulatory Affairs

*** ** **** ******* ****

Decatur,IL 62523

 

 

cc: ************

8/20/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid my electric bill on Friday 8/5/2016. I contacted Ameren to notify them of the payment and also faxed a copy of the payment. I called again on Monday 8/8 to confirm that payment was received which was confirmed by their agent. Then at 12:47pm on 8/8 my power was disconnected. I found this out after 5pm when no one could reconnect my service. So, I was without any power and still do not have power. I was also told that there would be a $50 reconnect fee.

Desired Settlement: Ameren's customer service needs to improve immensely. I paid my bill on time but was still disconnected. I feel that due to their error in customer service and billing that my service needs to be reconnected immediately and all penalties, reconnect fees and deposits be waived. This is all Ameren's error.

Business Response: In reviewing the information, the customer called to report he had made a payment but we did not have record of receiving it.  He was advised to fax in a copy of the receipt for verification; however, the disconnect order was completed before the information was received.  Upon receipt of the payment, a reconnect order was issued and service was reconnected the next business day.  As a courtesy the reconnect fee was credited. 

8/18/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Tripled bill in less than a months time with no reasonable explanation as to why it happened continued to blame the issue on me telling me it's my fault... Then after setting up an extension to pay the bill they threaten to shut my power off when I have a child that lives with me...

Desired Settlement: Bill needs to be corrected to show the correct rate of $120 for July and August because we did not use anything over that and they need to apologize for not doing their job and quit threatening people with having power or living.

Business Response:

Better Business Bureau

 


 


            Open Date:     08/15/2016

      Complaint ID #:     2016-********

             Account #:     ***********

    Customer Name:     ******* ******

    Service Address:     **** *****

                                 Alton, IL 62002               



 

The customer’s complaint is in regard to high bill inquiry.

 

Ameren Illinois’ Response

Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information.

 

Ameren records indicate that ******* ****** established electric and natural gas services at **** ***** ****** ** ***** on 04.15.2016 (Ameren account number ***********).

 

On 07.15.2016 Ms. ****** called the Company and requested that the meter be tested due to the increased usage.

 

On 07.20.2016 Ms. ****** called the Company and asked why her bill had increased.  The representative explained that the meter was tested and it tested as accurate. 

 

The electric meter was tested on 7/18/16 in the field, at the address of **** ***** *** ****** **. The meter tested at 100.14% at accuracy.  This test result is within the accuracy range provided for in Title 83 of the Illinois Administrative Code, Section 410.150.

 

Electric Meter Test Requirement

Result

Light Load (10% of test amps at 100%)

100.90%

Heavy Load (100% of test amps at 100%)

99.95%

Weighted Average (4X heavy + 1x light) / 5

100.14%

 

 

Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. 

 

Thank you,

 

Ameren Illinois

Regulatory Affairs

 

cc:  ******* ******

8/4/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had moved into my apt around the middle of April and received my bill for my apt and from what Ameren has told me it was a normal bill. After that the next bill was much smaller I didn't think anything of it because I didn't have the AC or Heat on that month. The following month the bill was the same amount and i contacted Ameren early June to notify them of a problem. The next bill in July had not been fixed or adjusted. I called 7/14/16 and notified them that the situation i had reported was still not fixed and i wanted to speak to a supervisor. I was told that they had a outage and it would either be 7/15/16 or 7/18/16 that I would receive a call from a supervisor. I did not receive that call. Another call was made by me on 7/19/16 where I was informed that they had final replaced my meter on 7/11/16. I asked how the billing was going to be handled and was given very little information. upon receiving my next bill which was based off of my previous months of usage...which they only had 1 month to pull from they billed me 134$. I live in bottom floor apt and on most days I don't have to have the air on to maintain a cool temperature. Also the first month of me living there I had family that was staying with me which would increase the use of electricity. Even then my bill was not 67$ a month. I spend most of my time out of my apt and all my lights are new LED bulbs. The month of April I did not have the heat or air on at all. Ameren was told all this information and they said they could take that into consideration and look at the bill, but no guarantees. I feel as though I am being punished by Ameren not doing the job they are entrusted with when they are told that a meter is not working. It should not take over a month to replace a faulty meter after it is reported. With them taking that extra month to do their job they now are guessing what my bill should be on usage data that spans the total of a month of a working meter. I look forward to your response Thank You, Alistaire Presley

Desired Settlement: the reduction and/or refund of my bill

Business Response:

 

 

 

 

August 4, 2016

 

 

Better Business Bureau

 


 


           Open Date:    07/22/2016

     Complaint ID #:    **************

            Account #:   ***********

   Customer Name:    ******************

   Service Address:    ***** ****

                                Washington, IL 61571    



 

The customer’s complaint is in regard to a high bill

 

AmerenIllinoisResponse

AmerenIllinoisconducted a thorough investigation of the subject complaint which revealed the following information.

 

Ameren Illinois records indicate ********* M. ******* established electric service at **** **** **** *********** ** ***** on 04/01/2016 (Ameren account number ***********).

 

The meter is equipped with an automated meter reading (AMR) module that transmits readings reflecting actual usage to Ameren Illinois via radio communication. The readings provided by the AMR module are used to bill the customer for monthly usage.

 

On 06/28/16, Mr. ******* contacted Ameren Illinois about a low bill. Ameren Illinois investigated and discovered that the meter had stopped registering electric usage beginning 04/18/16. The meter was replaced on 07/11/16. The meter did not render any readings for a total of 84 days; pursuant with the provisions of Illinois Administrative Code Title 83, Section 500.240(4), Ameren Illinois re-billed Mr. ******* for the estimated electric usage only during the 60-day period between 05/12/16 – 07/11/16:

 

In the case of a non-registering meter which has been read during the period of non-registration, the utility shall not render a bill for an estimated consumption extending over more than twice the regular interval between readings.

 

Ameren Illinois absorbed the cost for the remaining 24 days of electric usage (between 04/18/16 and 05/12/16).

 

On 07/21/16, Ameren Illinois sent the adjusted bill in the total amount of $134.61.

 

The adjusted usage for the 60-day period was based on the current month’s electric usage at the customer’s property and was estimated as follows:

 

Billing Period Dates

Original Billed Usage (kWh)

Adjusted Usage (kWh)

Days in Period

Average Daily Usage

kWh)

 

 

 

 

 

05/12/16 – 05/17/16

0

80

5

2

05/17/16 – 06/16/16

0

480

30

16

06/16/16 – 07/11/16

0

400

25

16

Totals:

0

960

60

 

 

The difference in the adjusted electric charges billed to the customer was $146.95:

Bill Date

Original Billed Electric Charges

Adjusted Billed Electric Charges

05/18/16

$17.27

$25.44

06/17/16

$17.74

$69.65

07/20/16

$29.99

$74.53

Total:

$65.00

$169.62

Adjustment Amount: $104.62

 

The adjusted bill of $134.61 was calculated as follows:

      29.99 Bill amount on 07/20/16 (current usage from 07/11/16 – 07/18/16)

    +$104.62 Stopped meter adjustment

      $134.61

 

The adjusted bill was calculated based on Mr. *******’s current usage from 07/11/16 – 07/18/16 at the property. Estimated stopped meter adjustments are rebilled to reflect normal billing for the time period in which they are done.

 

Based on the Company's investigation, the estimated electric charges for the period during which the meter was not registering have been billed appropriately and fairly and are thus due and payable.

 

Given the above, AmerenIllinoisconsiders this issue to be resolved and the complaint closed. 

 

Thank you,

 

AmerenIllinois

Regulatory Affairs

*** ** **** ******* ****

Decatur,IL 62523

 

 

cc: ****************


7/29/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been trying to establish electricity in my name @ the property I now rent & am told its not possible because the property owner/ landlord owes a balance. I do not see how this pertains to me nor can it be legal. I have a 3 month old & have been dealing with this issue for 2 weeks now with mo resolve. Tge landlord & his Secretary have been contacting them & trying to get it done & today I finally called for myself.

Desired Settlement: I want to be able to have the service connected in my name @ my home a.s.a.p

Business Response: In reviewing the information, the customer has been advised the service will not be reconnected until the balance due on the account is paid.  Responsibility of payment will need to be worked out between the tenants and the landlord as Ameren will not get involved.  This issue has already been investigated by the Missouri Public Service Commission.

7/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In early 2015 I called Ameren UE to complain about the possibility of the meter being incorrect because I don't believe that our household could be using the amount of electric that bill said we had. The Ameren UE representative basically told me that I was wrong and that their meter was correct....so I then asked if they could replace it anyway just to make sure because I still don't believe that we could have remotely used that much electric. The lady then proceeded to tell me that their meters wouldnt be wrong and she believes it to be correct and refused to replace the meter as I had requested. She went on to tell me that I owed what was on the bill and needed to pay promptly. According to Ameren UE I was using largely more amount of electric at a smaller and newer house (and had much more installation) that I had just moved from. I dont believe for one second for that to be true...in fact it was showing I was using more in the winter time (mild winter btw) than I was using during the hottest months of the summer.....IMPOSSIBLE! So basically I am outraged by the customer service and feel like they are simply trying to rip me off because they know they are a monopoly. VERY SAD!!

Desired Settlement: Need to adjust my bill accordingly....a minimum of half!

Business Response: In reviewing the information, the customer has been billed for actual usage recorded on the meter while the service was in his name.  The customer closed his account on 04/29/16 and usage since has been at a minimum.  The customer has been provided with payment options as the bill will not be adjusted.

7/10/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: To whom it may concern, I have been speaking with Ameren Missouri representatives for the past 2 months to get a bill that is not mine resolved. They added a bill to my address at **** ****** ****** ******** **. that was from a residence where I only lived for a few months (Emereson), which I provided names of people I knew that lived there after me. There were multiple people who lived there after me who may have gotten information and opened an account and did not pay. This was from 18 years ago! They had me fill out a 25 page description of what happened. I did so right away and mailed it back. Then they wanted me to make a police report. I did, but was laughed at by the police because it was so long ago. I turned that in. Now they want me to provide proof of when I lived there. I asked the local post office and they don't have records of who lives at residences past 18 months. All of whom I spoke with at the police department and post office advised me they really can not do this. I did everything they asked of me and they are still sending threatening letters to me to shut off my service. If I really owed this, there would be no question about. I pay my bills on time. I never had any issues until now. This is not fair and would like them to stop harassing me about a bill I do not owe and they can find the person who actually does owe this bill! Thank you for your concern in this matter.

Desired Settlement: I would like them to take off the amount that I do not owe and not to effect my very good credit!

Business Response: In reviewing the information, the transferred balance has been removed from the customer's account.  The customer should contact our Customer Call Center at ************** if he has any questions.

Consumer Response:

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.

Thank you BBB for your organization and good work! Thank you Ameren Mo for reconciling and clearing me out of this bill which never belonged to. If this was my bill, I would have paid it. God is watching me and I would not steal even a penny.

Sincerely,

**** ****

7/8/2016 Billing/Collection Issues
7/5/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Ameren UE I have been living in this apartment for over a year and a half, and paying my electric bill every month. This month, they did a meter switch, came out twice, keeping my power off to switch the meters from my apartment to the one downstairs. They couldn't get it straight. They had another come out to determine what to do with it and turned my power off again. They turned it back on and are now saying I haven't been paying for the full usage. Now they have given me a bill over $1,017. I have been paying all of my bills in full for a year and a half. If I haven't received the full bills, it is their fault for not billing me for the correct amount. I have paid exactly what they have been charging me.

Desired Settlement: I want them to show my balance being paid in full, and to remove those invalid charges.

Consumer Response:

My name is ******** ****** @ **** ** ******* *** *** * *** **r, my complaint #******** in regards to this file i hv sent & spoke w/Emily about my contact #************



Business Response: In reviewing the information, a switched meter issue (customer was being billed for usage at another unit in the building and the other unit was being billed for the customer's usage) was found on 05/19/16 and the information was forwarded to our Customer Accounts Department for rebilling purposes.  Per our tariffs, the customer's account was rebilled for a 12 month period to reflect the actual usage recorded on the meter at his residence.  A corrected bill and letter explaining the situation has been mailed.  The customer's account is eligible for a 24 month payment arrangement if he will contact our Customer Call Center at ************** to discuss.

6/30/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: First Ameren stated that they would not put a deposit on my bill. Then was not given option of emailing my bill due to i am always out of town. Called phone stated due date was june 11. Ameren shut my electric and gas off before due date. I called said they be out today. 61516. When they did not arrive, I called they said that order did not go through. It is harrasment and an Equal opportunity issue. Cause the lady was upset and did not forfill the order. Then the lady today continues to harrass me with policies and deposits when they said before they would not add a deposit. She cocontinued to try and sale i formation to me and still will not get electric turned on today. She would not give me any id except Trisha. I have to have machines running for sick child. The only good is i have bill sent to email now. (expletive removed) they are so quick to take advantage of and mislead people with dates and information. I just need my electric on. It will cost me another night in hotel. Seek restitution as well as medical exspenses if child get sick or needs attention.

Desired Settlement: Want refund of deposit! It is costing me for thier games and incompetence clearly stated electric would be on today. It is not and had to get harrassed by employee. Billing was misleading on due dates as phone call in does not match mail. Shut off electic cause of issue, never mentioned email before three call back ehen had issues and questions. Stated they turn on today and now harrassed this afternoon and still no electric on with sick child. Very upset only one company to go through or they would not have my services. Wonder how many other go through this.

6/27/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The people that lived here before us must have had the electric turned off. Our lease was to start May 1st however the previous tenant had not moved out yet so we moved in the beginning of June. On June 9th we received a bill for meter tampering for $210.00.

Desired Settlement: We would like Ameren to stop pursuing us for the $210.00 fee. We did not live there.

Business Response: In reviewing the information, the customer called on 06/02/16 to establish new service at a residence that had been disconnected on 05/23/16.   The customer stated he purchased the property on 06/01/16 and we asked him to provide proof of purchase for review.  On 06/06/16, due to notification of consumption on the inactive meter, an order was issued to investigate for diversion.  On 06/07/16 our field personnel found the service on with tampering at the meter.  Per our records, the diversion occurred after the customer called to place the service in his name; therefore, the tampering fee of $210.00 will not be removed.

6/25/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: they have a program to pick up old refrigerators and give customer a $50.00 debit card. I had them pick up refrigerator but never received the gift card. complained to Ameren and talked to representative but have still not got $50.00 . item was picked up at ** *** **** *** *** ****** ** ***** in spring of 2015

Desired Settlement: $50.00 plus interest on money and $20.00 late fee that they charge if I don't pay on time.

Business Response: In reviewing the information, we were able to verify a rebate was issued to the customer in June 2015 and mailed to the address he provided.  Because the rebates are issued through a third party, the customer will need to call ******** at 1-************ to report a lost or stolen card and request that it be replaced.  

6/23/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My dispute also involves my daughter-in-law, ******* ********, and a partial bill that I was assisting her with (address for account is **** * ************ ****) she asked me to pay $50 on her light bill and I went to the bill pay online with Ameren UE and I over paid the bill which the over payment amount was $200 and some change. This amount was taken off of my debit card from my bank, I called my bank to have the transaction stopped and my bank said that there was nothing that could be done on their end and that Ameren had to stop the payment and refund the balance that was due after the $50.00 was taken off my debit card. My daughter-in-law and I both contacted Ameren UE to get the matter taken care of and Ameren said that there was nothing they could do on their end and that my bank had to stop the payment. The transaction took place on Sunday June 12th, 2016 and on Monday morning I received a text message letting me know that the money had been taken out of my checking account but Ameren took their money immediately on Sunday.

Desired Settlement: I would like for Ameren to refund me the amount due to me after the $50.00 was properly placed to the account of my daughter-in-law.

Business Response: In reviewing the information, the payment received was submitted through a third party vendor.  The payment received paid the account balance in full.  Because this was not an overpayment, Ameren will not issue a refund.  The customer will need to contact her bank to discuss options available.

6/22/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received 5 calls today, June 13, 2016, from Ameren that my power was out. However, it is not out. I explained that to ***** *** *** ****** and all were rude and continued to call. 

Desired Settlement: I would like for you to stop calling.

Business Response: In reviewing the information, the customer experienced an outage on the evening of 06/12/16.  Per our records, the customer received automated messages regarding estimated restoral times and confirmation of restoration.  The customer called regarding the automated messages and at her request, her concerns were escalated to a supervisor.  The supervisor spoke with the customer to apologize for the situation and advised all recent telephone calls regarding this issue will be reviewed to ensure calls are being handled appropriately.

6/21/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I just recently moved back to St. Louis from Minnesota. I have been in Minnesota since I graduated high school so I never had utilities in my name in Missouri. I started to set up services and Laclede and Ameren both told me I had outstanding bills in my name. I knew that couldn't be possible because I had never had utilities in Missouri or Illinois. There was a utility bill in my name in Maryland Heights in 2005-2006 on **** ****** *** ** where apparently there was a fraudulent account. Laclede (Spire) faxed me the affidavit for fraud. I contacted Ameren and told them that wasn't me and they mailed the packet to me. I had to show them a police report, proof of employment, social security, picture id, W2 (which had my real address on it). I even sent a check stub from 06. Laclede dropped the charges. Ameren will not. I am still waiting to hear back about this. I do have services with them but there is still an outstanding bill with them for something that isn't even mine. It's around $288. I even sent them my utility bill from Minnesota on 5/20 they said to give them a few days and they would contact me. I have yet to hear.

Desired Settlement: I would like the fraudulent charge dropped. I provided them all the information they asked for.

Business Response:

Per our records, the customer established new service in November 2015.  At that time, an unpaid balance under her name and social security number transferred in from a previous address.  Upon investigation, we found the telephone number on the account was registered to the customer and a social security trace verifies she benefited from the service.  Information submitted was not sufficient to dispute the balance; therefore, the transferred amount will remain on the current account.  This issue has also been investigated by the Missouri Public Service Commission.

6/17/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: During the period from 2-25-2016 to 3-28-2016 the gas usage reported on my Ameren Missouri bill is reported as being 168 CCF. The average monthly temperature for that period was 50 degrees F. During a similar period in December of 2015 the average monthly temperature was 50 degrees F and my reported usage was 32 CCF. During the entire time I have had service at the address in Rolla, my highest usage ever reported was 126 CCF in February 2014 when the average monthly temperature was 25 degrees F. During the period of 2-25-2016 to 3-28-2016, there was nothing unusual in my household to cause this excessive gas usage. We did not cook or use more hot water than usual and we were not using more heat than usual. All of our appliances were working properly. I have called Ameren on at least 3 separate occasions regarding this discrepancy in my bill. During two of the calls, the customer service representatives acknowledged there was a work item listed on my account stating there was a battery that was low and had not been replaced.

Desired Settlement: First of all, I would like for Ameren to test, calibrate, and replace the batteries in the meter at the address in dispute. Second, I would like for Ameren to adjust my final bill to $204.87. This amount is based off previous bills with similar temperatures and accurate usage patterns. To further explain that, I am experiencing financial hardship at the moment. I just graduated from college and I have not paid my bill since March 2016. In total, I owe $90.38 for March 2016, April 2016 is in dispute, May 2016 I owe about $35 and June 2016 I owe about $35. If we go back to December 2015 (when the average monthly temperature was 50 degrees F and the usage was typical) and use that amount to replace April 2016, then we would use $44.49 instead of the erroneous amount of $163.10. In total, I would owe the above stated $204.87 instead of the reported $327.46. I am ready and willing to write a check to Ameren for $204.87 under the condition that my account at the Rolla address is satisfied and reports a $0.00 balance.

Business Response: In reviewing the information, the customer's meter was not reporting the correct daily readings used for billing purposes.  We found a faulty gas AMR (Automated Meter Reader) due to a low battery.  The battery was replaced in February 2016 and the actual usage recorded on the meter was then reported.  This resulted in a catch-up bill for the difference in the originally billed service and the actual reading from the meter.  The customer has been advised he has been billed for the actual usage recorded on the meter; therefore, the balance will not be adjusted.  The customer requested the account be closed effective 05/23/16 and the final bill balance transferred to his new account.  Payment arrangements were also offered; however, the customer declined.

6/14/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They have placed some type of deposit on the account. On 5/12/2016 I set up a payment arrangement with them for $249.00, and two more payments of $289.00 in addition to my budget billing payment. This was to cover my back amount. On 5/17, they said my checking account is invalid. Not insufficient funds, but the number was bouncing back from the bank. On 5/23 I called back and made the payment with the same account information. On 5/12, what I agreed to was paying $182.00 for the next three months. They charged me a deposit of $376.00. They charged me this amount due to a returned check from 16 years ago. It was never returned, but it was entered incorrectly. Due to this, they are telling me I am supposed to be paying $309.33 per month. How am I supposed to be paying that when I am on budget billing?

Desired Settlement: I would like them to remove the deposit because I do not agree with that. The check they are claiming the deposit is for was not even a bounced check. It was an incorrect number in their system. It was just an account number being incorrect, not the money not being there.

Business Response: In reviewing the information, a deposit was assessed to the customer's account due to slow payment history.  I spoke with the customer and agreed to remove the deposit as a one-time courtesy.  The customer has been advised the account must be brought current or the deposit could be reassessed in the future.

6/8/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My neighbors tree branch is on my electrical supply line to my home.  Ameren said they had a work order ticket and someone would come and work on the issue. When I said I called on the May 14th, 16th, and 18th  they said it was a work order in the system and they would be out to look at the issue. When I called May 25th the supervisor stated it was my problem and I have to handle the issue. When I asked her why have I been told by 3 different employees this issue would be handles and there was work order out on this issue.  She told me she could not discus past conversations only what would happen in the future. I have been mislead by them for the past month, and I feel like they are trying to cover their tracks. They have never called or told me they were not going to come. I believe they won't tell me what they put in the system to cover their own tracks.I want this issue resolved like they told me  it would be in the beginning.

Desired Settlement: I want them to take care of this issue that they told me their was a work order ticket and the crew would be out to look at this issue.

BBB Response:

When I filed the complaint I could not get any answers from Ameren. The first 3 times I called May 14, 16, and 18 they would say there was a work order and they will send a crew out to cut that branch. The next time I called I was told it was my problem. All of the sudden they showed up 6/8 and cut the branch. No one ever called us. I was told a supervisor was going to call me. The customer service is not good, they say they will do something and don’t follow through. But the issue is resolved.


6/6/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Since usage for the same number of therms in March 2015 was 79.5% of March 2016 bill: $649.77 (March ‘16) x 0.795= $516.59 thus overcharge of $133.20. Since usage for the same number of therms in April 2015 was 62.4% of April 2016 bill: $444.46 (April ’16) x 0.624= $277.34 thus overcharge of $167.12. Since usage for the same number of therms in May 2015 was 33.6% of May 2016 bill: $340.57 (May ’16) x 0.336= $114.43 thus overcharge of $226.94.These figures only compare to the readings of the gas meter as written on the bill, no other variables (like temperature averages) were factored in the calculations. The overcharge may actually be higher since average daily temperatures were higher than last year, especially for the March bill. Please look at accompanying graph, data tabulation aid page of typed notes detailing my actions so far.

Desired Settlement: Install a properly calibrated gas meter and credit back to my account for the overcharges due to a new meter.

Business Response:

Ameren Illinois is still in the process of investigating this complaint.  The customer had requested a meter test to be performed. The meter cannot be tested on side, so the meter was removed/replaced on 5/26/16.  We are currently waiting for the test results from our meter shop before we can submit a formal response.  Thank you.

 

Consumer Response:

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.

The consumer by the name of ****** ** ******, who has complaint #********, against Ameren Illinois came into our office this morning to let us know that the situation has been corrected and Ameren is crediting his bill.

 
Sincerely,

****** ** ******

5/25/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint:

Ameren reported false informations on my credit report. I moved out an apartment but Ameren didn't get the technician on time to turn off my service. They billed me for a month after moving out and reported on my credit. I am ready to prove Ameren they are wrong and make them pay for their mistake.

My address at the time was ***** ****** **** ** *** *** ***** **** ** *****. I moved out June 30th 2014.

Desired Settlement: False informations on my credit report must be deleted immediately.

Business Response: In reviewing the information, we have no record of the customer calling to close his account; therefore service remained in his name until the landlord called to accept responsibility on 07/23/14.  The unpaid balance on this account is for the service from 04/09/14 through 07/23/14 and was turned over to a collection agency in an attempt to collect.  If the customer wishes to dispute the disconnect date, he will need to work this out with the landlord as Ameren will not get involved.

5/24/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In over the 15 yrs that we have been living at this home, we have had power surges and lost power. We have placed claims a few years ago. Recently, we filed a $2300 claim for lost appliances with Ameren UE.   Ameren UE acknowledges that there are 10 outages on their end but they do not know how it can damage appliances but I have an electrician that can verify this claim. There have been service orders placed since December 2015 and still needs to have wires fixed before installing new appliances. My electrician does not want to install new appliances for them to be ruined because of electric surge issues.

Desired Settlement: I am wanting reimburse me for the $2300 in my claim for my new appliances since their replacement is due to the power surges resulting from the lack of service of Ameren UE. The power surges are due to the lack of service on their equipment of repair on Ameren's part.

Consumer Response: In response to the request for additional information, I am not an Ameren Illinois customer but with *** Electric. My *** Electric Home Account Number is: *******.   Ameren feeds power into *** per ***.  I have spoken with **** ****** of Ameren on 5/4 and he has stated that Ameren was going to deny my claim on reimbursement of appliances.  But, if they are stating they are not responsible, why are they repairing lines in my area.  They have neglected in the past to repair these lines but are now just doing it as a result of my claim.

Business Response:

The customer’s complaint is in regard to a damage claim.

Ameren Illinois Response

Ameren Illinois conducted a thorough investigation of the subject complaint, which revealed the following information:

****** ********* is not an Ameren Illinois customer. Ms. ********* is a customer of the *** Electric Cooperative (***).  Ameren Illinois delivers electric power to *** through an Ameren Illinois 34 kV line, line no. 3319. Ameren Illinois has a contract with *** to provide these services. 

Ms. ********* first reported a damage claim to Ameren Illinois on February 10, 2016. During that conversation Ms. ********* indicated that she had been experiencing electrical service issues for the past several years, which, according to her, resulted in damage to various electrical appliances in her home. She stated that she had reported these problems to ***, her electric provider, which, according to Ms. *********, denied her claims and, in some cases, tried to pass blame onto Ameren Illinois. Ms. ********* has indicated to Ameren Illinois that she only presented a claim to Ameren Illinois because she was not successful in her claims with ***.

Ameren Illinois denied Ms. *********’s claim on May 2, 2016, because after reviewing her claim it was determined that Ameren Illinois was not at fault in any of the events cited therein.  Ameren Illinois has explained its position to Ms. ********* over the phone on several occasions.     

It is Ameren Illinois’ opinion that an outage on line no. 3319 would not cause damage to common household appliances similar to the type described in Ms. *********’s claim.  It is *** equipment that is ultimately delivering electric power to Ms. *********, not Ameren Illinois equipment.  It is the responsibility of *** to regulate voltage and deliver safe and reliable power to their customers. Among other items, the contract between Ameren Illinois and *** generally provides that neither party thereto shall be liable to any third party for an obligation of the other [contracting] party. 

In the normal course of business, Ameren Illinois has been making upgrades to the 34 kV line, line No. 3319, in order to continue providing safe and reliable service to Ameren Illinois customers as well as ***.

In sum, after reviewing the circumstances surrounding this complaint, Ameren Illinois has concluded that it is not liable for the damages sought by Ms. *********.  Ameren Illinois considers this issue to be resolved and the complaint closed. 

Thank you,

Ameren Illinois

Regulatory Affairs

*** ** **** ******* ****

Decatur, IL  62523

cc:  ****** *********

5/24/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: continued loss of power at my house. I have called and complained several times and was told someone would call me. never 1 call. I always have to call and spend 15 to 20 min trying to get in touch with a person who sends me through the same process. I have also called about power lines with trees touching them for over a year with nothing being done. I have had problems with my well pump, fridge and a/c compressor and the power surges are a problem. my a/c compressor was running backwards and the repair man said it was from loss of power momentarily while is was running. wires on hwy nn are still touching still , more than a year after I called.

Desired Settlement: FIX THE PROBLEM

Business Response: In reviewing the information, our Forestry Department will patrol the lines in the area to determine if there are areas that may need to be trimmed before our next maintenance cycle tree trimming.  We have attempted to contact the customer; however, there was no answer or option to leave a message. 

Consumer Response: Complaint: ********

I am rejecting this response because: They are calling a number I no longer have. I have told them 4 times my new # is **** **** **** and they can't seem to fix that problem either. the power lines in question have been like that for over a year. the next trim cycle is not acceptable.



Sincerely,

*********** ******

Business Response: Our Vegetation Management Supervisor spoke with the customer on May 20, 2016 to let him know we have patrolled the area and have identified tree and hardware issues.  We are currently working to address these issues in an effort to alleviate any problems the customer may be experiencing.

5/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ameren and its crew came to repair the power lines on *** * ******** ** on 5/12/2016. They cut down a tree and its branches and left them on my property inside my fence, there can be no doubt which property the debris was left in as my yard is fenced. The Ameren Power line and the trees that were cut are not in my property or yard The debris was certainly left in my yard I called customer service and filed a complaint. There are unable to give my a timeline or response as to the debris clean up. I want the debris removed via the neighbors yard and not mine.

Desired Settlement: This is poor customer service. No one came to inform us that they are using our yard to do work. I very well understand right of way to maintain power lines but this is poor form and poorer customer service.

Business Response: In reviewing the information, we spoke with the customer on 05/13/16 and the brush left from storm restoration was moved on 05/16/16.

Consumer Response: 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,

***** *****

5/17/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I moved to this house in December of 2016. I called to pay my bill 5/2 and the customer service rep said my bill was almost $1200! I said that can't be right. She told me they had looked up the person who previously lived here and added on what he owes, that is not fair. Just because he used to live here doesn't mean he still does and doesn't give them the right to add his outstanding balance to mine. It was around $400 extra. When I said they can't do that the woman said they ran his social security number and it was shown that he lived at that address and basically there was nothing I could do about it.

Desired Settlement: I would like that amount taken off my bill. That is not my debt, I shouldn't have to pay it.

Business Response:

Upon review of the information provided by the customer, the balance in dispute was transferred in error and the customer is not responsible for that portion of the bill.  The transferred balance has been removed; however, due to arrears, the account remains in threat of disconnection and payment is required by 05/24/16.  We recommend the customer contact our call center at ************** to discuss options available to prevent possible disconnection.

5/16/2016 Advertising/Sales Issues
5/12/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: After charging $30.00 to reconnect my electric, I am being charged by AmerenUE $210.00 for a REVENUE PROTECTION CHARGE even though they still have a $125.00 deposit they charged me years ago.

Desired Settlement: Take the $210.00 off my bill.

Business Response:

In reviewing the information, due to missed or partial payments, the customer's service was disconnected.  Payment was received and an order was issued for reconnection.  Upon arriving at the location, our field personnel found the service already reconnected with tampering at the meter.  A tampering fee was assessed and will not be removed.  Due to the slow payment history, we continue to hold the paid deposit on the account.

4/25/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ameren UE We purchased a trailer this week. The electricity was shut off by the previous owner not paying the bill. We called this morning to get the electric turned on and they said there was an outstanding balance with the previous owner so they couldn't turn it on until the trailer is in our name. So today I got the trailer put in my and my fiance's(**** ************) name and we have the deed. I called and they said they couldn't do that now. They are still saying I have to pay the outstanding balance that wasn't even from me! I asked to speak with their supervisor and she said no one was available at the time and they would have to call me back. I have sat on hold for hours because of this. I am still without electricity.

Desired Settlement: I want my electric turned on without having to pay anything. I do not owe an outstanding bill, that is not my bill.

Business Response: In reviewing the information, the customer originally called for service at this address in October 2015.  At that time, she was advised to pay 80% of an unpaid balance in her name from a previous account in order to be eligible for service.  We did not hear back from the customer until recently when the service was disconnected for non payment.  The customer has been advised we will still require payment on her old bill in addition to proof of residency to determine responsibility of the recent charges on the current account.  This issue has also been investigated by the Missouri Public Service Commission.

4/19/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I own a rental property at **** ****** **** *** ********* ** *****. I had a renter that lived at this address for about one year and he has an electric bill for about $700. We now have a new renter,my son, and we cannot get the electric turned on without paying someone else's bill. When I call Ameren to resolve this they are unhelpful. They need to pursue this with the individual who the bill belongs to. We have no problem taking responsibility from last week on however we are not responsible for the previous renter's bill. This bill was not in our name.

Desired Settlement: We would like Ameren to turn back on the electric and stop pursuing us, property owners, for the renter's bill.

Business Response: In reviewing the information, the current customer's service was recently disconnected for non payment.  That same day, the owner called to let us know the current customer is still residing here; however, his son, who is currently living with the tenant, would like to have the service reconnected in his name .  During this call, the owner also explained the service needs to be reconnected because the well serviced by this meter also services another home.  Per a social security trace verifying benefit of service and owner admitting a second home is serviced by the well on this account, the successor request was denied as payment will be required before we will reconnect service. 

4/18/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am writing seeking your assistance to resolve a billing/collection issue with Ameren Missouri. I have made numerous attempts to handle this within Ameren Missouri and yet the situation remains. I do not owe $388.22 as Ameren Missouri claims. I did not live the in property in 2006 as Ameren Missouri claims, furthermore I did not authorize Ameren Missouri to re-start the utilities that same year. See outline below for specifics: • In August, 2001 I purchased the property at **** ******, St. Louis – where I resided. • In the mid 2000’s I moved to Illinois. • In fall of 2015, I moved back to Missouri to the *** ******* *** address listed above and when placing the utilities into my name I was informed by Ameren Missouri that I had a past due balance of $388.22, which included a re-connection fee that same year. I quickly informed Ameren Missouri that this was not my bill. • I have provided W’2 statements to Ameren Missouri, which these statements reflect all the addresses, I have lived since 2001 none of which are ***** *******. • I filed a police report for Identity Theft as requested by Ameren Missouri. • I have filed out forms requested by Ameren Missouri. • I sent in a ‘police officer witnessed’ statement regarding the situation as requested by Ameren Missouri • I have talked to various personal at Ameren Missouri via the telephone several times. • Each month Ameren Missouri continues to tack this 2006 bill to my current bill and is now adding interest. Each month I call and am told they are investigating, with no return response. • Ameren Missouri has now combined this 2006 bill with my account. • April 1st, 2016 I received a utility disconnect for my current address for this 2006 bill. . I have complied with all of their requests and am not sure what else to do. I did not live in the property at ***** ******* in 2006. I did not have active service at the address in 2006. I did not call after the service had been disconnected 2006 and have the service reconnected in 2006. I absolutely protest the bill and am seeking relief. The time and missed hours at work in dealing with the situation is very frustrating. Thank you in advance for your assistance.

Desired Settlement: I would like Ameren Missouri to remove this bill from my name and any credit bureau reported items to be immediately corrected.

Business Response:

In reviewing the information, the customer called to establish new service in November 2015.  At that time, an unpaid balance was transferred from a previous account in the same name.  Per the St Louis County Recorder of Deeds website, the customer was listed as a joint owner of the property where the unpaid balance accrued.  This appears to be a family situation; therefore, the customer will need to work out responsibility with the relative he feels is responsible as Ameren will not get involved.  This issue is also being investigated by the Missouri Public Service Commission.

4/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ameren UE I've owned a house for 13 years. The last tenants left an outstanding bill. I've tried to get in to move there, and they said they will not turn it on, saying I am associated with these tenants that left an outstanding balance. I asked them what to do, and asked to speak to a supervisor who was supposed to call me back, and they never did. I am not responsible for my tenants' bill and all I am trying to do is get service. I have nothing to do with the bill they are speaking of.

Desired Settlement: I just want service since I have nothing to do with this bill.

Business Response:

In reviewing the information, the customer's successor request has been denied until the bill is paid as a social security trace verifies he benefited from the service while in the previous tenant's name. 

3/30/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had a meter replaced by Ameren Illinois for gas in February without my knowledge. When I called, the representative stated this was routine every 10 years and there was nothing wrong with the meter. The technician confirmed when he was at my house as well as ****** from the claims department. Ameren admitted 100% fault and cut me a check for damages because I was not notified. Consequently, I received a bill for over $200 this week stating the meter was stopped. When I called they stated they found the meter stopped while they were replacing it. This was not mentioned to me at any time of the previous issue. This is retaliation based on my claim and now I am "stuck" with a bill for over $200. Ameren stated they are using last years usage for the bills. My issue with that, is 1.) I was not notified until now of the stopped meter, after specifically asking if there were issues with the meter. 2.) The weather was significantly warmer this year than last and the furnace did not run probably 1/2 as much. 3.) I was not home a majority of the months for cooking or bathing resulting in lower usage. 4.)Multiple Ameren people stated there was nothing wrong with the meter, this was customary. 5.)I have been paying my bills and this was never noted on any previous bills. All in all, this is retaliation for the claim I made and is unacceptable.

Desired Settlement: This bill needs to be adjusted immediately and not reflect retaliation for me making a claim to the utility company for their error and fault.

3/26/2016 Billing/Collection Issues
3/25/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Ameren CIPs sent me a bill for a deposit for 252$ because of "slow pay" after 13 years of service never a disconnection. They tell me I have to pay it because I pay when I can ,when I get my pay check. When I asked the supervisor what happened to my deposit they conveiniently stated its not on record. They tried to say that they refunded me if I met the criteria. I said I have never met the criteria and asked why now they said I have to pay the deposit anyway. I feel that's wrong especially since I have already paid a deposit.

Desired Settlement: would like an explanation where the other deposit went and not have to pay this deposit since I have never got a warning.

Consumer Response:

To Whom it may Concern,

     I am only partially satisfied with response,they waived the deposit fee, although I am satisfied with that part ,they still deny the fact that I had paid  a deposit. When I lived at *** ** ****** in St. Elmo I transfered my service to my current address in January 2003. I had never gotten my deposit back. I want to know what happened to it. When I movd to the *** **** ****** about 400$ to get service started because I had to pay a bill from a previous resident plus pay a deposit. I want to know ,and they deny it. A friend of mines mother lived at her house for 45 years , had been late on a couple of bills throughout the years,she had ameren,when she passed on the estate got the deposit back.Why cant they find record of my deposit ? when this lady Iived at the same place 45 years and they had her records.

     I really appreciate your attention to this matter,as stated above I would just really like to know what happened to my deposit that Ameren is denying I paid. They stated in the response I never paid a deposit ,and I did. They also said they consider this matter closed but I do not,they also said do not be late again but they reinstate deposit fees if you are .16 cents under the amount.How is this fair if I paid a deposit ,and they are denying it.? Thank you so much for looking into this for me,I really appreciate it. I hope you can find me an answer on what happened to my deposit.

Sincerely,

**** *****

3/24/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have found out that I have multiple bills under my name from when I was a minor and at addresses that I never stayed at. I have explained this to them and filled out their fraud packets and sent them documents notarized by the Overland Police Department. I did that two months ago and they have still not resolved this issue. I have done everything they want me to do and sent in everything they wanted me to and when I called to have them remove this from my name they are not cooperating.

Desired Settlement: I want them to correct their billing errors and remove these bills from my name.

Business Response: Initial Business Response /* (1000, 5, 2014/11/14) */ In reviewing the information, the customer has been advised to provide proof of residency and a police report for review to dispute any prior account balances in her name. The picture ID she provided has verified she was over the age of 18 at the time the services were in her name.

3/24/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: AmerenUE About a week ago an Ameren employee was in our back yard. We asked if we could help him with anything. He stated no that our meter was spinning and working fine on OUR end but for some reason Ameren wasn't able to see any readings on their end. The guy proceeded to change out our meter. Today 3/2/16, I log into our account and I see a *CORRECTED* bill in the amount of $1,257.78 now due for account #**********. Also, on the corrected bill is a credit of $149.31. So I called Ameren and was told that the meter has not been working for a year! I said well I have been paying a bill every month for the last 12 months. The lady looked at the account and said that I was never charged for any KW and I have been paying for service only. I said well why does my bill show KW billed? And if I was only paying for service why was my bill not same exact amount each time? She looked into the account further and read me the notes from the repair man. He even wrote that the meter was working on OUR end (Us the Customers) and he replaced the meter because it wasn't working on THEIR end (Ameren). I asked the lady, so are you claiming your meter hasn't worked for an entire year and your just now fixing the problem and billing me (even though you have already billed every month for the last year)? She said yes that yearly statements are printed out. I told her it is not my fault your equipment wasn't working on your end and its also not my fault it took you a year to discover. I have been paying the bill you send me for the last year and it has never been the same amount and KW were billed on them. There are other billing amounts that don't make since either. The numbers given above are for the actual bill mailed to me. If you go online to my billing and payments you see a charge of: 2/18/16 -3/1/16 (Service Charge)$1,407.09 (Total bill)$1,257.78 and a (Payment) $307.67. And yes this house has two electric meters and I pay about $300.00 on the other meter every month! Product_Or_Service: Electric Account_Number: **********

Desired Settlement: I want the corrected bill Ameren has sent to me to be wiped. I am being told your equipment failed on your end and your company failed to diagnose a problem. I have paid the bills mailed to me by your company for the last year.

Business Response: A meter investigation order was entered In February after eight consecutive zero use readings.  We found the meter at the property recording the customer's usage; however, the TOMM (Transmission Only Meter Module) on the meter was not reporting the daily readings.  A manual reading was retrieved from the meter for billing purposes and the meter was changed out.  Although it appears the module stopped reporting correctly approximately September 2014, per our tariffs, the account can only be rebilled for 12 months prior to discovery.  The customer's actual usage recorded on the meter was pro-rated and the account was rebilled from 02/16/15 through 02/16/16.  The account balance is eligible for a 24 month payment arrangement if the customer will contact our Customer Call Center at 1-************ to agree to the terms. 

3/22/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been paying the bills I received on time but it turns out the bill I have been receiving are for another house. I have been paying a higher bill than I should have paid.

Desired Settlement: I would like for the company to apply the overage I have paid to my next bill or refund the amount I have overpaid in a timely manner.

Business Response: In reviewing the information, the customer has been billed for actual usage at his residence.  Recently an unpaid balance for a previous account in his spouse's name was transferred to his current account in an attempt to collect.  Due to a social security trace verifying benefit of service, the customer has been advised the transferred balance will not be removed and a payment arrangement has been set up.

3/15/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Ameren UE I have moved into an all-electric loft located in the heart of downtown St. Louis back in mid-December. Ever since I have resided there my electric bill has been unusually, and exorbitantly, high even for Winter. My last bill was over $430 despite keeping my thermostat at a reasonable 68 degrees. When I called Ameren to discuss it, they virtually placed the blame on me and even recommended for me to turn my thermostat even lower.

Desired Settlement: Not only would I like to have to problem resolved with the electrical issue so this doesn't happen every month, I would like to also be reimbursed for the difference in what I'm actually SUPPOSED to pay.

Business Response: In reviewing the information, the customer contacted us regarding a high bill.  At his request, the meter was tested at 100.15% accuracy.  The customer has been advised to contact the landlord as it is possible the furnace or water heater may require repair.  The customer has been billed for actual usage recorded on the meter; therefore, the amount billed will not be adjusted.

3/15/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: AmerenUE The electric turned on. I have 2 autistic children. They are on a fixed income every month. They wanted 250 for a deposit. I had made them aware of the situation and that my kids get their money around the first of every month. My payment date fluctuates for Ameren, but I expressed to them my situation and that I would like for them to change my pay cycle, but they won't do that. I have been with Ameren for over a year now. They said I would get the deposit back. The agreement has changed. At first it was I could get it back if I had it for a year. This time I wasn't eligible to get it because I didn't make a payment before the delinquent date.

Desired Settlement: I would like to get my deposit back like promised.

Business Response:

A deposit was assessed as a security precaution when the customer called for service.  The deposit was paid in full on 12/02/14 and was reviewed on 12/02/15 for a possible refund.  Due to a slow payment history, the customer has been advised we will continue to hold the deposit until a good 12 month payment history has been established.

3/10/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Billed me each month, I paid on time and then informed me that I was billed incorrectly. Each month, for the periods covering 10-6-2014 to 7-8-2015 I was billed and I paid the amount indicated. For the month of August, I received a letter indicating that I was not billed correctly and for the month of August my bill totaled $867.56, which included the current charges of I then after a few months received a letter in the mail that I was incorrectly billed. They then indicated that because I was billed incorrectly, my new outstanding debt would be $867.56 which included my current charges of $259.67 plus, $574.03, the total amount that should have been for the previous months. I contacted AmerenUE disputed that amount and was told that I had to pay or get disconnected. I have since learned that I should have disputed the invoice and spoke with a supervisor. I have been trying to speak with a supervisor to no avail. Because of AmerenUE's mistake, I have to bear the consequences. I am asking that AmerenUE remove those charges and credit me for what I have paid thus far. My service is due to be disconnected by Feb 24th if I fail to pay $552.40 of which is the outstanding amount from several months ago.

Desired Settlement: I am requestin that AmerenUE adjust my bill to reflect the amount added to my invoice in August of 2015 and give me credit against the new invoices that I have since paid toward. My balance should be zero.

Business Response: Initial Business Response /* (1000, 7, 2016/03/10) */ In reviewing the information, the customer's account was rebilled due to a stopped meter issue. Although the customer had not been billed for any usage since September 2014, upon discovery in July 2015 and per our tariffs, the account was rebilled for 3 months usage based on the customer's previous year's use. The balance was placed on a payment arrangement; however, the arrangement defaulted when the terms were not kept. Due to missed or partial payments disconnect notices were mailed. The disconnect order was voided when the customer established a new payment arrangement on the balance.

2/29/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I paid my bill in january, they shut me off in february. THey waited until the day before we are forcast for a blizzard. I am worried about my health and my childs health now. When i called to resolve it she said the whole bill is due when i had already made arrangements. How can they shut me off when i had it paid up?

Desired Settlement: My service restored

Business Response: Initial Business Response /* (1000, 5, 2016/02/29) */ In reviewing the information, disconnect notices were mailed due to missed or partial payments. The service was disconnected and upon receipt of payment for 80% of the arrears; the service was reconnected. A new bill will be mailed later this week and at that time, disconnect notices will generate for any past due balance.

2/25/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ameren is claiming I did not pay for a bill in full but I have a receipt for the bill. Customer service was completely rude and angering. I had a monthly charge of less than $50 every month then received a bill for over $90.Apparently this charge is because I never paid the full amount for the month before, but I have a receipt AND a confirmation that it was paid in-full. I called Ameren's customer service multiple times but they will not listen to a word I say. Not only were they very rude but they were completely unwilling to work with me on this issue. It is completely irrelevant to them that I have proof that I paid this bill already. The amount extra that they are trying to charge me isn't worth a lawyer, but I am seriously considering a lawyer because of how mad their customer service made me. I want there to be an investigation into their practices.

Desired Settlement: I have a receipt showing I paid for the full amount of service, I would like to NOT be charged more for that month of service. Therefore I would like my $68 credit from Ameren to pay the remaining balance on my account and I would like o receive any remaining credit in cash (should be close to $35).

Business Response: Initial Business Response /* (1000, 7, 2016/02/25) */ February 25, 2016 Better Business Bureau Open Date: 02/10/2016 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: ***** ******* Service Address: *** ******* *** Apt * Carterville, Il XXXXX The customer's complaint is in regard to billing. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Ameren Illinois records indicate ***** ******* established electric service at *** ******* **** Apt ** Carterville, on 10/12/15 (Ameren account number XXXXX-XXXXX). On 01/08/16 - ***** ******* contacted Ameren to disconnect electric service on 01/11/16. On 01/15/16 - Ms. ******* contacted Ameren to inquire on her balance. An Ameren Representative advised the final bill balance is $35.21 due 02/02/16. The following chart shows the billing period, usage billed and the average temperature: Billing Period Electric Usage (in kWh) Average Temperature 10/12/15-10/16/15 58 60� 10/16/15-11/18/15 311 50� 11/18/15-12/17/15 170 47� 12/17/15-01/11/16 904 40� Total: 1443 It appears the meter was misread for the billing period of 11/18/15 - 12/17/15. The read obtained on 01/11/16 adjusted for the misread. Another read was obtained on 01/20/16 which confirms the previous read from 01/11/16. Ms. ******* was on Budget Billing for $71. The bill due 01/12/16 showed a balance due of $71 and indicated a credit in the Budget Billing deferred balance of $68. Ameren received a payment for the bill due 01/12/16 in the amount of $71 on 01/11/16. The electric service was disconnected on 01/11/16. The final bill charges from 12/17/15 - 01/11/16 totaled $103.21. Due to the $68 credit in the Budget Billing deferred status, the final bill amount is $35.21 with a due date of 02/02/16. Our records indicate the final bill balance of $35.21 is still outstanding. Based on Ameren Illinois' investigation, Ms. *******' final bill of $35.21 is correct and is thus due and payable. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs *** ** **** ******* **** Decatur, IL XXXXX cc: ***** ******* Initial Consumer Rebuttal /* (1500, 9, 2016/02/25) */

2/18/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I started having these issues on September 16th because when I came home from work they had shut my electric off. I called immediately and they sent a technician out to correct the issue. He found that I have apartment 2's meter and apartment 2 has mine (apartment *). A report was filed with the company and they said they would get it straightened out but have yet to fix the meters. Every time I call they have are giving me the run around.

Desired Settlement: I just want the company to come and fix the meter problem. It has been over a month. The company needs to contact me because they have promised to call me back and have not called.

Business Response: Initial Business Response /* (1000, 5, 2015/10/30) */ In reviewing the information, a switched meter issue (customer was being billed for neighbor's service and neighbor was being billed for her service) was verified on 10/09/15 and the information was forwarded to our Customer Account's Department for rebilling purposes. The customer's account has been rebilled to reflect the actual usage recorded on the meter at her residence. A switched meter letter, spreadsheet and corrected bill will be mailed on 11/02/15. Initial Consumer Rebuttal /* (3000, 8, 2015/10/30) */ On September 16, 2015 I arrived home from work to find out my electricity had been shut off. I called Ameren UE to find out why because my bill is paid promptly each month. The customer service department checked my record and informed me that my service should not have been shut off and there is nothing that showed they had done so. They sent someone out to determine the cause, and that person discovered that the wrong person's service had been shut off. This person discovered that I have been paying the meter for Apt 2 and Apt 2 has my meter. This same person called into the office and told them someone needed to come out and switch the meters. On September 17,2015 I again called Ameren and I spoke with *****, then ******. They both assured me that someone was coming out to switch the meters, but they couldn't tell me when because they were so busy. I called back on September 21, 2015 and spoke with ****** then ******. I was again told that someone was coming out, but they didn't know when because they were very busy. I called again on September 29, 2015 and spoke with ********* who relayed the same information I had been given on my previous calls. I called on October 8, 2015 and spoke with ****** and her supervisor ******* ****** the supervisor advised me to "be patient and it will be taken care of." Today is October 21, 2015 and I feel that I have been more than patient. This situation has gone on for well over a month with no resolution. I feel like I am being given the runaround! I spoke with supervisor ***** on 10/14/15 who told me he would personally handle the situation. The situation has not been "HANDLED" as of today. If I had handled my bills like this, surely they would've found a way to shut off my service, but can find no way or time to correct their mistake! I feel the handling of this situation is shameful and reflects very poorly on how they feel about their customers. I have no recourse but to use their service as they have a monopoly, but if there was any way I could choose my electricity carrier, I would switch.

2/9/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Ameren Natural Gas They said the battery went bad in August so they weren't receiving readings on it. At that time I only used a hot water heater. They're trying to say I owe $502.14 in gas, which I don't. They have also raised the price per gallon on this bill. I have bills showing I went and paid my balances. The August bill shows I only used 3 cubic foot and the bill was for $35.13 for two months. They said since then I have use 555 cubic feet. In September and October I still only used the hot water heater. In November I finally turned the furnace to 69 degrees, and when I would leave for work, I would turn it down to 60. It was like this through December. They sent someone out in November to fix the meter reading, so I don't know if they did that incorrectly. The man, Darrick, said they get a reading on it every day. They said they could give me the reading on 1/17/16 which was 24.01 and I checked today and it was 24.11. A month would be 150 gallons, and they are trying to say it is 555.

Desired Settlement: I want them to adjust this bill and check the meter readings because they are incorrect.

Business Response: Initial Business Response /* (1000, 6, 2016/02/02) */ In reviewing the information, the customer's meter was not reporting the correct daily readings used for billing purposes. A meter investigation order was entered on 12/11/15 after three consecutive zero use readings. We found a faulty gas AMR (Automated Meter Reader) due to a low battery. The battery was replaced and the actual usage recorded on the meter was then reported. This resulted in a catch-up bill for the difference in the originally billed service and the actual reading from the meter. Because the customer's account has only been active since 06/15/15, the balance was then adjusted by more than 50% to estimate the service used by the customer from this date to discovery of the issue. This information has been explained to the customer and the account is eligible for a payment arrangement if he will contact our Customer Call Center at X-XXX-XXX-XXXX to discuss.

2/8/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I got a letter out of he blue frome a lawyer saying ameren Ue was going to sue me for 500.00 dollars for something about service have no idea what they are talking about.come from a attourney I purchased tis building over 1 year ago like it is dont know whats going on sont understand why they are sueing me or what they are sueing me for.

Desired Settlement: Let me know what there talking about Im not paying anything untill they contact me with a phone number to call them not a lawyer or explain buy email what im acused of.

Business Response: Initial Business Response /* (1000, 5, 2016/02/02) */ Per our records, the customer has an unpaid balance for service at a commercial property that was in his name from 10/23/12 through 10/06/14 when the account was closed at his request. This account was turned over to a collection agency on 02/10/15 in an attempt to collect the debt. We suggest the customer contact our Customer Call Center at X-XXX-XXX-XXXX to speak with an advisor if additional information is needed.

2/3/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I relocated my family from Indiana into the address **** ******** which is now condemned. At this property a bill accumulated of $2500.00. I've tried for quite some time to ask this company to investigate the account/usage. I've offered documents for review from City Inspectors to verify that the home was uninhabitable and that there was no way I could control the issue with the furnace. Which was the result of the bill being so high each month. I can't speak to anyone other than customer service reps and supervisors. My family is on a fixed income of $753. There's no way we could meet the ridiculous payment arrangements that were set up. I have stressed there are two people in the home with medical needs one of which is elderly diagnosed with Alzheimer's. My youngest suffers from Asthma. The main thing I need Ameren to understand is that there was no way to turn the furnace off, it was broken, never put out ANY HEAT jus ran continuously 24/7. The repairman tried to shut it off at the breaker and that's when I discovered more electrical problems. Once the electrical inspector came out it was documented that half of this 6 bedroom house was attached to ONE breaker. I did not live in this home one second more than I had to. After further investigation I found out this home should've never been rented for numerous reasons and that this landlord is a Crook! It's stressful enough being both a caregiver and single parent the last thing I need are disconnect notices over an issue I personally couldn't control. Please HELP Account_Number: XXXXX-XXXXX

Desired Settlement: I'd like someone to thoroughly review the usage at the address listed above. I shouldn't be charged with the full bill based on the legal documents I can provide on the problems and conditions at **** ******** I'm willing to pay a small portion because we obviously used some electric while we were there but I'm requesting that our payments be something our budget can actually afford each month until it's paid off. I'm requesting that a review of the action the city took against the owner be taking into consideration. This information should be public record.

Business Response: Initial Business Response /* (1000, 5, 2016/02/03) */ In reviewing the information, the customer has been advised the balance from the previous address will not be adjusted as it was for actual use recorded on the meter while service was in her name. The customer has indicated the high usage was due to a faulty furnace; therefore, this is an issue she will need to work out with the owner of that property. Previous arrangements have defaulted due to missed or partial payments; however, the account is eligible for a new cold weather rule payment arrangement if she will contact our Customer Call Center at X-XXX-XXX-XXXX to discuss the initial payment required by 02/08/16 to prevent possible disconnection.

2/2/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: October 21, 2015, I noticed a wire running from the alley though my 20 foot iron gate that is a safety hazard. I contacted Ameren about the problem and a representative came out. A few days later another representative came out and took pictures and said someone will get back with me. No one has gotten back with me and I have been calling for a status update and was told **** ******* is handling it. However, I have not received a phone call.

Desired Settlement: My family and I don't feel safe and I would like the wire moved.

Business Response: Initial Business Response /* (1000, 5, 2015/11/16) */ Per our records, our Construction Department has scheduled this job to be completed by 11/20/15, weather permitting. Initial Consumer Rebuttal /* (3000, 12, 2016/02/02) */ Hello, I would like to inform your agency that the issue with Ameren has been resolved. The utility company did send someone out to my home to remove the electrical wires which ran through the iron gate which is attached to my home. Thank you for all of your assistance with this matter. Sincerely, ***** *******

1/28/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Ameren Il has failed to maintain their service to the **** bulk of ******** *** *** ***** *** By failing routine maintenance, Ameren still has Pwr out In the **** blk of ******* *** rd, ******** Ameren has had two power outages due to their lack of maintenance and pre~planning. Power has currently been out since Jan 4th 2016,0500 hrs, previously spring of 2015. No trees near the main feed have been pruned nor removed. This outage is the longest and worst since AMEREN is using the high water excuse to keep from climbing a pole and rehanging the line. Their negligence and lack of effort is putting people and property in direct danger.. I can elaborate further if called.

Desired Settlement: Immediate restoration of power by Ameren or call a qualified construction company to fix it by climbing the pole since trucks can't get to downed line

Business Response: Initial Business Response /* (1000, 5, 2016/01/22) */ January 22, 2016 Better Business Bureau Open Date: 01/15/2016 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: ******* **** Service Address: **** ******** *** Bath, IL XXXXX The customer's complaint is in regard to a service outage. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Water levels were as high as 2-3 feet over the road which prevented a Utilityman from getting close enough to determine the cause of the outage. Water levels continued to recede but a thick coat of ice remained on the road preventing vehicle access to this particular area. A road commissioner had previously attempted to use a tractor and blade to clear ice so we could get a truck into this area, but his tractor slid off into the ditch. During the outage we had daily updates from the commissioner as we waited for conditions to improve to where we could gain access to the area. On 1/14/16 the commissioner was able to clear a way for a Utilityman to gain access and assess the damage. A 60' tree had become uprooted and fallen onto one of our spans which snapped the primary. Crews were able to repair the line after gaining access to the area on 1/14/16. All customers in the area were back in service on 1/14/16. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs 370 S. Main Street, E-17 Decatur, IL 62523

1/21/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Billing issues regarding deposits and prior billing Called to schedule service setup and was informed of a prior balance at my previous residence. Informed agent that I had moved to another state in April and was not responsible for service from April to June since I did not live there. The apartment was vacant and any bills from April to June should be handled by landlord. Agent said the issue is between me and landlord not them because I never disconnected service, which I thought I did. Offered proof of my living in another state and was told it didn't matter I was still responsible. Ameren also established a $600 deposit based on usage at my new address. They have very unfair billing practices and when it's already hard to pay the regular bill they assess all these fees and deposits which make it even harder. My deposit should not be based on the previous tenant. Nor should there even be a deposit for electric service when Ameren is the ONLY provider available. Ameren has developed mafia type business practices and it is very unfair to consumers. They know that they are the only provider in the area and therefore they're able to assess any fees that they want bc consumers have no where else to go.

Desired Settlement: Ameren needs to adjust my bill and lower my previous bill to reflect charges without April-June being on there.

Business Response: Initial Business Response /* (1000, 5, 2016/01/21) */ In reviewing the information, the customer established new service on 12/04/15. At that time, a deposit (twice the average bill for the residence) was assessed as a security precaution and an unpaid balance from a previous account was transferred in. The transferred balance was for service at the customer's previous residence from 12/09/14 through 06/15/15. Per our records, the customer did not call to close the account; therefore, she will need to work out any dispute of responsibility for the time frame of the account with the landlord as Ameren will not get involved.

1/19/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: my billed doubled in one month. and they our going to disconnect I caught up my bill in sept. they put me on budget amount. Due to illness I was not able to pay. In december my bill was 540.00 I was going to call and get on cold weather rule which I would pay half. I get my bill today and it is now 1097. It double in one month. I talked to customer service and she stated I was caught up in october but since I had not paid since then I was charge a double bill budget bill amount. I told her to take off all the budge billing and she said she could not do it. I only have till 1/25 if I have to pay 1/2 of 1097 that is still 540.00 I do not understand how my bill went to 540.00 a month. please help

Desired Settlement: to get on cold weather rule with the 548.00 past due amount

Business Response: Initial Business Response /* (1000, 5, 2016/01/19) */ In reviewing the information, the customer's account was placed on Budget Billing (average monthly billing) in June 2015. Because we did not receive any payments between 09/18/15 and 01/08/16 the account was removed from the Budget Billing program for arrears. The customer had used more service than had been billed for the average and the difference came due in full on the recent bill. Disconnect notices have been mailed for the past due balance and the disconnect notice amount will be required by 01/25/16 to prevent possible disconnection.

1/11/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Complaint about customer service and budget billing. I have two concerns. Called in two months about days my system was off due to be being out of town. The supervisor that contacted me was very rude and told me nothing was wrong with my system and that she could send someone to look at my meter but it wouldn't matter. The supervisor did not try to investigate the issue or anything. She wanted to let me know that I was wrong. Then, last week I called because my budget billing settled this month(my settlement month was never Dec). I talked to a rep and she told me she would move the over amount and put it with the Jan. bill. I made my normal budget billing payment but called in today because it told me I had a balance. The rep I spoke with today told me there would be a late charge which wasn't told to me before. I'm concerned about everyone not being on the same page and my settlement month being when I didn't start budget billing.

Desired Settlement: Billing adjustment and explanation.

Business Response: Initial Business Response /* (1000, 5, 2016/01/05) */ In reviewing the information, the customer called regarding her usage in September 2015. At her request the meter was tested at 99.81% accuracy verifying the usage billed was correct. The account has been on Budget Billing (average bill payment option) since it opened in December of 2012 and the 12 month equalization has always occurred on her December billing. We advised the customer it would be okay to make a partial payment since the account was not in collections, however, late fees do apply to any unpaid portion after the delinquent date as indicated on each monthly bill. The customer has since been advised to call when she receives the next bill and any late fees will be credited as a one-time courtesy.

12/22/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am inquiring about a conversation I just had with someone at Ameren. In regards to switching service at my residence from my husbands name to mine. I am inquiring about a conversation I just had with someone at Ameren. I am currently going through a divorce and switched over the electric to my name from my husbands. Well in doing so there is now a deposit on my account of over 200 because of an outstanding balance from 2001 from an account in St. Charles. First of all I would have been 15 at the time and was not even living in the state. I am going through so much at this time with my children, our home and the divorce and the last thing I have time or energy for is to involve the police and file a police report and open an investigation into why I have a balance with Ameren from when I was 15 years old not even living in the state of Missouri as indicated by the horribly rude and unsympathetic Ameren representative. Can someone please see what they can do to help me get this removed so I can move on. I will even agree to keep the deposit on there if I get that back after the 12 months providing whatever this balance is will be removed. I would really appreciate some sort of assistance and resolution on this I hate having to jump through hoops for something like this at this time in my life! This is absolutely ridiculous and why is this the first time in 15 years I am hearing about this when I have had a business account and have been on an account at our previous address with my husband? Seems very unethical and I would like this taken care of immediately!

Desired Settlement: I would like whatever this balance is from 2001 that is not mine removed. The deposit was only placed on my account by Ameren because of this balance but I will agree to keep it on there providing I receive that back after the 12 months but I will not pay this outstanding balance from 2001, I was not in the state of Missouri, I was a child in highschool.

Business Response: Initial Business Response /* (1000, 5, 2015/12/15) */ In reviewing the information, the customer recently called to place service in her name. An unpaid balance from a previous address in her name and social security number was transferred in and a deposit was assessed. At the customer's request to dispute the transferred balance, the charges were suspended for 30 days and an identity theft packet was mailed for her to complete and return with supporting documentation as a social security trace did not verify she was a minor at the time the balance accrued. As a courtesy the deposit was waived with the understanding it could be reassessed at a future date based on the customer's payment history.

12/16/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On December 6, 2015, I paid my Ameren bill online. I somehow ended up making the payment twice. I contacted Ameren at the 800-number I their website, and they instructed me to dispute the payment with my credit union. I contacted the credit union, and they informed me both payments had cleared my account and that the funds were with Ameren. I contacted Ameren and was instructed to have the credit union issue a statement on their letterhead that both payments had cleared my checking account and should not be returned to me. My credit union faced this statement to them on December 9th. I received a message from Ameren on December 10th staying that they could not issue a refund. When I contacted them for clarification, I was told again that I needed to dispute the ***** with my credit union. I again contacted the credit union, and they indicated that since the funds had cleared my checking account, they could not dispute or stop the payment. I contacted Ameren again on December 11th, and was told again to dispute with my credit union. The CSR at this time referred my account to a supervisor. The supervisor called on December 12th and left me a message that there was nothing Ameren could do, and they would not be refunding my second payment. Product_Or_Service: electricity & natural gas Account_Number: XXXXX-XXXXX

Desired Settlement: Since the two payments are I the amount of approximately $488 each (approximately $976 total), I would like one of the payments refunded. This was money set aside for Christmas shopping, and I can't do that without this refund.

Business Response: Initial Business Response /* (1000, 5, 2015/12/15) */ Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Ameren Illinois records indicate ***** ******* established service at ** ******** **** ********** on 08/06/1993 (Ameren account number XXXXX-XXXXX). On 12/08/15, Ameren Illinois received two credit card payments of $481.55 each made through its vendor, Western Union Speedpay. Ameren Illinois is unable to refund payments made by credit card. Ms. ******* is encouraged to continue disputing the duplicate payment with her financial institution; if the institution is unable to return the disputed item, Ameren Illinois will apply the resulting account credit of $299.55 to Ms. *******'s future bills until it has been exhausted. Ameren Illinois apologizes to Ms. ******* for any confusion about this situation. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs Initial Consumer Rebuttal /* (3000, 7, 2015/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The payments were not made by credit card; they were made by debit card attached to my checking account. Additionally, Ameren led me to believe the payment could be refunded with verification from my credit union that these payments would not be returned to me. They provided this verification as asked, and Ameren still refuses to refund the payment. I am not confused about the situation; I am frustrated that Ameren told me one thing, then did another in not honoring the statement from my credit union as requested by Ameren. I am further frustrated that this happened at Christmas, and Ameren's digging into their position will not allow me to provide Christmas dinner or presents for my family. I am frustrated that there is no alternative to Ameren because I would take my business elsewhere. Happy Holidays

12/16/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been living in this apartment building for 5 years and this apartment for one year. Every month I would receive an electric bill from Ameren Missouri and I would send them the amount they requested which ranged from $16.00 to $60.00. In December 2015, I received a bill for $119.18. I called on 10 December 2015 to inquire why the bill was so high. The agent told me the previous readings were estimates; this is an actual reading that was visually taken by a serviceman; I heated my apartment with an electric heater (the heat is included in the rent and I don't use an electric heater). After arguing back and forth, I asked for a supervisor. The supervisor told me the old meter was broken and was not sending correct readings, which is why my bills were so low. Now I have a new meter that is sending correct readings, my bill will be higher. The reason December's bill is $119.18 is because they went back and charged me for the amount of electricity I may have used from March 2015 to November 2015 which is when the old meter was replaced. I protested the fact they are charging me for service I already paid for and she said that is the way it works. When I examined the usage chart for my old apartment and the new apartment, the reading is about the same for both apartments until December 2015 when it jumped up to over 1000kWh. So was the meter in the old apartment broken too? I asked for some one to come out and look and the meter and they refused to send someone out. Product_Or_Service: Electricity Account_Number: Account number - ***

Desired Settlement: I like a New Meter. The kWh for my new and old apartment were the same until they "fixed" the meter. No one in my building pays this much for electricity. I like a refund. Ameren sent me a bill for service. I paid them what they asked for. That transaction is closed and they should not be able to open it back up because they are now unhappy with the what they asked for.

Business Response: Initial Business Response /* (1000, 5, 2015/12/16) */ In reviewing the information, the customer's meter stopped reporting daily readings used for billing purposes a few months after moving in. A meter investigation order was entered; however, we were unable to access the meter located in a locked garage. Meter reading postcards were mailed to the customer but were never returned; therefore estimated bills were sent. Once we were able to access the meter, we found a bad TOMM (Transmission Only Meter Module) issue and the meter was changed. Although we were not receiving the daily reads, the meter had continued to record actual usage and a manual reading was retrieved for billing purposes. This resulted in a catch-up billing for the difference in the originally billed estimated readings and the actual reading from the meter. This information has been explained to the customer.

12/15/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I had service turned on in a apartment in Edwardsville, IL, but I did not move in there because it had a problem with mold and mildew. Well, Ameren IL charged me for service in the amount of $15.55. This bill was paid by check out of my personal bank account. In the meantime, I moved into a apartment in Belleville, IL. By then, Ameren IL transferred this amount to my account in Belleville. I have spoken with numerous employees for Ameren Il for them to correct and credit my account, but to no avail. Their employees even talked with upper management to point out that I have paid this bill, but they insist on double charging me for a bill that has been paid. Product_Or_Service: Ameren IL electric Account_Number: XXXXX-XXXXX

Desired Settlement: Credit my account and make sure there is a $0 balance. Do this ASAP because Ameren IL has turned this bill over to collections. Out of all my years dealing with Ameren, I have never been in default of paying my electric and/or gas bill. It is senseless that they would even consider ruining my credit for $15.78 that I have already paid.

Business Response: Initial Business Response /* (1000, 5, 2015/12/15) */ Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Ameren Illinois records indicate ****** **** held natural gas and electric service in her name at *** ** **** **** Apt. ** Edwardsville, between 08/07/15 and 08/17/15 (Ameren account number XXXXX-XXXXX). On 08/20/15, Ameren Illinois sent the final bill in the amount of $15.55, due 09/10/15. On 09/01/15, Ms. **** established electric service at **** ** ***** ***** **** ** Belleville (new Ameren account number XXXXX-XXXXX). On 09/28/15, Ameren Illinois transferred the unpaid debt of $15.55 from the service at *** ** **** *** to Ms. ****'s new account at **** ** ***** **** On 10/07/15, Ameren Illinois received a payment of $15.55. At Ms. ****'s request, the service at **** ** ***** **** was disconnected 10/28/15. On 11/02/15, Ameren Illinois sent the final bill in the amount of $93.04, due 11/23/15. While Ameren Illinois has received Ms. ****'s payment of $15.55 for her previous service, the Company has not received full payment for the new account at **** ** ***** ***** Transaction Period/Date Bill Amount Payments Received Late Charge 09/01/15-09/07/15 $15.77 09/07/15-10/06/15 $44.97 10/06/15-10/28/15 $32.30 11/24/15 $77.49 11/27/15 $0.23 Totals: $93.04 $77.49 $0.23 The final account balance of $15.78 (including late charge) is now due and payable. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs

12/3/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We have been an Ameren customer for over 42 years. We have always paid our bills on time. If you check our credit rating you will see we have great credit. For the last several years we have paid our bills on line. Recently, they informed us that we are on Cash Only Status because there has been two instances in a years time that apparently our bank identification numbers were incorrect when paying. They say the mistake was made by us, but how do we know that maybe they made the mistake( wouldn't you think they should have to prove to us that we made the mistake).Twice they had the money in hand but refused to call and verify there was a problem and try to straighten it out, the other time all they had to do was cash my check and they refused. Because of the"cash only" for a year I will now have to pay with a money order or cash which causes us inconveniences such as extra bank visits and driving 15 to 20 miles away to pay our bill or to pay over the phone with debit or credit with an added cost. We have never seen this policy stated anywhere. When we paid our last bill I was given a confirmation # that they received my payment but on Nov. 7th I received a letter saying the bank didn't pay because of number discrepancy. So... I immediately wrote a check and mailed it in because I could no longer pay on line. On Nov. 19th I received a letter with the check I sent telling me they could not take my check. .I think after being a good paying customer with a good track record I think they are a little harsh. Can you help us? Mistakes do happen and this could have been managed much better. Now bill paying is much more difficult and costly.

Desired Settlement: We would like to continue paying our bills on line, a less costly way.

Business Response: Initial Business Response /* (1000, 10, 2015/12/02) */ December 2, 2015 Better Business Bureau Open Date: 11/25/2015 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: **** ****** Service Address: *** ******* Nokomis, IL XXXXX The customer's complaint is in regard to cash only status. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Ameren Illinois records indicate ***** ****** established service at *** ******* **** Nokomis, on 04/01/08 (Ameren account number XXXXX-XXXXX). Mr. ****** has made online payments via Ameren.com for the past couple of years. Pursuant to Ameren Illinois' business practice, Mr. ******' account was coded cash only (for a period of 12 months) after his financial institution returned the following two payments to Ameren Illinois: Payment of $178.95 made 04/13/15; returned 04/15/15 as invalid account number (the customer entered a bank account number ending in **** Payment of $130.43 made 10/30/15; returned 11/03/15 as invalid account number (the customer entered a bank account number ending in ***** Ameren Illinois has agreed to remove the cash-only designation on Mr. ****** account. To alleviate any further issues, the Company encourages Mr. ****** to ensure that he has entered the correct bank account number for future payments. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs *** ** **** ******* **** Decatur, IL XXXXX cc: **** ****** Initial Consumer Rebuttal /* (2000, 12, 2015/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/2/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: They are doing everything they can to turn our electric off and are not willing to make any reasonable accommodations. My wife had the Electric bill in her name in 2012 for which they also added a $300 deposit because we decided not to use their budget billing. We moved to a place where the electric bill stayed in the landlords name for 1 year. We actually forgot about the electric bill until we moved in to our current house in 2014. the balance was $700 They told us we had a past due balance and tacked that on to our bill along with an additional $300 deposit. They took the first deposit and rolled in to the "past due balance" to make it look like there was no deposit. we consistently made payments above the minimum balance due for 11 months. When we realized we were not going to be able to make our payment for the month we called to discuss payment arrangements with them. They told us if we made a good faith payment and then made another good faith payment that we would be able to get put on a payment plan. We made two payments within 30 days for a total of almost $500 only to be told that we were still going to get shut off. One employee was nice enough to tell us that we could get a medical hardship and told us what to do. I have to use a CPAP machine to sleep at night due to my sleep apnea. They told my wife that we were approved but they "did some digging around" and found an old electric bill in my name from 2010 for $500 and they would be attaching that to our bill along with another $300 deposit. Therefor making my "medical hardship" basically null and void because even though they gave use 30 more days to pay it they are telling us we now have to come up with almost $1000 just to get put on a payment plan. Ameren UE has done everything they can to have an excuse to turn off our electricity. This all started because we tried to do the right thing and contact them to get them to work with us. Ameren is the only electricity provider in our area and they know we have no choice but to pay them.

Desired Settlement: First I think the $900 in deposits should be removed as it is not fair for them to continue to absorb our deposits after telling us that we will get them back eventually. Secondly I think they should give us a more reasonable payment arrangement.

Business Response: Initial Business Response /* (1000, 5, 2015/12/02) */ In reviewing the information, when the customer established new service last year a deposit was assessed due to an unpaid prior balance. The deposit was cancelled when the customer placed the balance on a cold weather rule payment arrangement in November 2014. This arrangement defaulted in July 2015 due to a missed payment. After verifying benefit of service with a social security trace, an unpaid balance in the spouse's name for service at a previous residence was transferred in. Currently the account is eligible for a new cold weather rule payment arrangement with 12 installments; however, an initial payment of 50% of the balance is required to establish the arrangement. The customer's balance is for service usage only as a deposit has not been reassessed.

12/2/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I had service with the company starting back in December 2012. I called them in the beginning of January to make them aware that I was leaving that residence with plans on leaving for active duty military service. They billed me for January and February and I called them again at the end of February. The agent assured me that my name would be removed from the bill. March 21, 2013, I left for MEPS in processing for the Army and I noticed that I was billed again once I got there. On March 26, I called them yet again and told them that I am now swearing into the military and they needed to remove my name from the service. I also paid the total of $261.89 that I was charged over those three months to remove any credit from my name. I hadn't heard from them again until July of 2013 when they told me I owed them a total of $660.52 for the months of January 2013-June 2013. I let them know that I joined the military in March and left for Basic Combat Training in May. I had called them several times and should have not been on that account any longer. She apologized and said it would be resolved. January 24, 2015- USAA alerted me that I had an account in collections. They moved that $660.52 into collections with no phone calls or notices. Product_Or_Service: Electricity Account_Number: XXXXX-XXXX

Desired Settlement: This matter should have been resolved with the first call that I made to the company to cancel the account in my name. Other people lived there and I should not have my credit penalized for my military service and their refusal to stop service to the residence. This collection should be removed from my credit because I do not feel that I should be penalized and require a cosigner because other companies believe that I do not pay my bills.

Business Response: Initial Business Response /* (1000, 6, 2015/08/19) */ In reviewing the information, the customer called to request service effective 12/12/12. Our next contact with the customer was on 03/28/13 regarding payment arrangements. The account in her name was closed effective 06/10/13 when a new tenant called to start service. One payment has been received on the account; however, it was not in the amount of $261.89. Recently the customer called to request an activity statement showing dates of service and the amount of monthly bills stating she was going to contact her roommate. Per our records, we did not receive a request to close the account; therefore, the customer will need to work this issue out with the roommate or landlord of the property as Ameren will not get involved.

11/24/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I moved into a commercial space earlier this year and took over for a company that went out of business. Ameren refused to change service into my company name and subsequently disconnected service for non payment as i tried to dispute the portion of the bill i was responsible for from when i took over. As i was told from one of their customer service representatives that i could "sit in the dark" if i didnt pay it, so with no other option i paid the over 1700 dollars to restore service and finally got them to put service in my business name. The next bill i receive not only is asking for a $500 deposit, but they transferred the previous tenants remaining $300 balance to my new account as well! AFTER already paying 1700 some odd dollars of that previous tenants bill. Unbelievably poor and deceptive billing practices for a company that has a monopoly on electric service in this area, have been completely unwilling to provide ANY help whatsoever in this matter.

Desired Settlement: DesiredSettlementID: Billing Adjustment I want at the very least the $300 that was transferred over to my account from the previous tenant. I would also like some of the 1700 i paid for service that was used prior to me even taking this space over.

Business Response: Initial Business Response /* (1000, 5, 2015/11/24) */ In reviewing the account information, the service at this commercial property was disconnected for non payment on 08/21/15. Due to the collection status of the account, when the current customer called to place service in his name the successor request was investigated. We discovered the new customer was subleasing from the actual tenant/customer of record and due to benefit of service; payment was required for reconnection. The remaining balance was transferred in to the new customer's account and a deposit was assessed. As a courtesy, the deposit was removed; however, based on future payment history could be re-assessed. The customer will need to work out the issue of payment responsibility with the previous tenant as Ameren will not get involved.

11/23/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I started gas service with Ameren in late 2014 to heat the upper floor of our building. As our furnace was being installed, we found that we wouldn't be able to use gas heat on that floor. We instead paid Ameren to heat our upper floor with an electric heating system, and I called and canceled the gas service in early 2015. I had not used any gas, but still payed the monthly access fee while the service was active. I recently installed gas heat to the main floor of the building, and asked them to start service again. They informed me I would have to pay a monthly service fee for every month we were disconnected, the same as if it had been connected. I asked them to waive that fee, and they said they would check their recordings to see if they had notified me during my disconnection call that I would need to pay upon re-connection. After several business days, I was informed that they had not informed me on the recorded call, but I would still have to pay. Since I never used a single therm of gas, and all I asked the gas company to do was turn a single valve on, then off, and then on again, I don't believe I should pay them over $350. Had I been informed during that disconnect call, we might have sought different options. There was no maintenance performed by Ameren on our gas system, there were no expenses incurred, and $350 is a lot to pay for nothing. If there are any specifics to this event that I am leaving unclear, feel free to contact me with questions. Product_Or_Service: gas service Account_Number: XXXXXXXXXX

Desired Settlement: I have agreed to pay the $15 reconnect fee, because I understand that personnel had to come and turn the valve on, and that means resources were expended. I want the monthly fees waived during the months we did not have gas service, because I believe there wasn't any basis for a fee to be charged.

Business Response: Initial Business Response /* (1000, 7, 2015/11/20) */ Ameren Illinois records indicate Beit Mashach Property LLC established electric service at *** ** *** **** Mount Vernon, on 02/20/13. On 12/22/14, the gas service was connected at Beit Mashach Property's request. The gas service was then disconnected 02/26/15, also at Beit Mashach Property's request, stating they were not able to use the gas. The next bill dated 03/23/15 clearly stated the following: This is the final bill for the gas and/or electric service on this account. If you have this service turned back on at this premise within the next 12 months you will be required to pay an amount equal to the applicable monthly minimum charges, plus a service reconnection charge. Thank you for your business. The gas service was reconnected at Beit Mashach Property's request on 10/13/15. Seasonal reconnection fees in the total amount of $393.03 were assessed to the account (gas: $378.03 plus $15.00 reconnection fee). Ameren Illinois strives to be consistent with all customers pursuant to the Company's tariffs and the Customer Terms and Conditions regarding seasonal service disconnects, as approved by the Illinois Commerce Commission: CUSTOMER TERMS AND CONDITIONS 12. DISCONNECTION AND RECONNECTION E. Seasonal Service Disconnects When a Customer served under this Schedule makes only seasonal use of gas service and requests the Company to: Disconnect the service, and where said service is left disconnected for fewer than 12 months, Customer shall pay to the Company at the time of reconnection an amount equal to the applicable monthly minimum charges times the number of months service was disconnected, plus a service reconnection charge. Seasonal, in these contexts, refers to those customers who request reconnection of service within 12 months after requesting disconnection of the same service. The charges in Ameren Illinois' tariffs are based on the Company's costs to provide service. Many of these costs are incurred by Ameren Illinois to maintain the readiness of the Company's facilities to provide service regardless of whether any usage occurs at customer locations. The seasonal reconnection charges have been billed appropriately and will remain on Beit Mashach Property's account number. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs

11/17/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My electric bills averaged in the neighborhood of $35 / month for the year I lived at **** ***** **** Apt. **** Saint *****, MO XXXXX. My lease ended August 31, 2015. My fiancee managed to get the last of our personal belongings out by Speptember 5, 2015. Ameren sent a final bill that covered the weeks beyond those dates in the amount 0f $138.18. They now say that they are completely unwilling to make an adjustment that reflects the fact that I used none of nthe electricity after my lease ended. Account_Number: XXXXX-XXXXX

Desired Settlement: Ameren prorates the usage over the billing period and charges us for usage in August only. The account number X XXXX-XXXXX.

Business Response: Initial Business Response /* (1000, 5, 2015/11/17) */ In reviewing the information, the customer's account was closed effective 09/14/15 at their request. The last payment received on 08/18/15 paid the balance due on the 07/21/15 bill for service through 07/20/15. The final bill balance currently owed is for the usage recorded on the meter from 07/20/15 through 09/14/15. This balance is for actual usage and will not be adjusted.

11/13/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Ameren UE I just talked to the supervisor. I had a friend living with me and she had electric under her name at my residence while I was working on the road. I was home maybe three times the whole month of this certain electric bill. She had to move out and I had the electricity transferred over to my name on October 16. They told me I have to pay her bill. They transferred her bill, which has a completely different account number, into my account. They're trying to make me pay her whole bill. They said since this is my residence, I am responsible for her bill. This is illegal for them to do that. This bill is in her name. I should not be responsible for this since it is not under my name or account. I've contacted the woman who lived here about it, and she said she is not going to. They should be billing her since it is her electric bill.

Desired Settlement: I want this bill taken off of my account and transferred to her account (******* **** ****).

Business Response: Initial Business Response /* (1000, 5, 2015/11/13) */ In reviewing the information, the customer recently called to establish service effective 10/14/15. After verifying the customer has been the tenant of record since 09/14/15, the unpaid account balance in the roommate's name since that time was transferred in. We have advised the customer the transferred balance will not be removed; however, payment arrangements are available if needed.

11/5/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Today someone came to my house and they cut off my electricity. I have not gotten a bill saying they were going to disconnect me. I called Ameren and asked for an extension, and they said they could not do it and there was a disconnection notice that already went out. They had the wrong address on file so I would have never gotten the bill in the mail. I have a 3 children here and a child with asthma on a breathing machine. I need the extension set in to get caught up on the bill since I did not know it was delinquent.

Desired Settlement: I need an extension since I never got the bills before they sent someone to my home to cut off my electricity.

Business Response: Initial Business Response /* (1000, 5, 2015/11/03) */ November 3, 2015 The customer's complaint is in regard to payment options. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Ameren Illinois records indicate ****** ******** established natural gas and electric service at *** ** **** **** **** ***** *****, on 08/21/15 (Ameren account number XXXXX-XXXXX). The mailing address for the new account was initially set up as the service address. Ameren Illinois provides the following sequence of events pertaining to the complaint: 09/10/15 Ameren Illinois received notification from the United States Postal Service (form 3547) that Ms. ********' mailing address should be ** *** **** *********** The Company changed its account records accordingly. 10/09/15 Ameren Illinois sent a non-pay disconnection notice in the amount of $293.01. The notice extended the previous bill's due date from 10/02/15 until 10/21/15 for receipt of payment to ensure service. 10/22/15 Ms. ******** advised an Ameren Illinois representative that her mailing address should be *** ** **** *** On 10/28/15, an Ameren Illinois representative attempted to contact Ms. ******** but was unable to reach her. Ms. ******** is encouraged to contact customer service to discuss available payment options on her account. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs

11/5/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Unfair practice of shutting off my utilities and then mandating I pay a $345.00 deposit before turning me back on. This because a $152.00 bill was 3 weeks late. I have lived at same address for 32 years as an Ameren customer. I have never had my utilities turned off in this entire time. Full complaint letter sent by mail to BBB as well as others.

Desired Settlement: DesiredSettlementID: Billing Adjustment Do not charge me a $345.00 deposit

Business Response: Initial Business Response /* (1000, 5, 2015/11/05) */ November 5, 2015 The customer's complaint is in regard to a deposit. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Ameren Illinois records indicate ******* ***** established service at *** ********** **** ************ on 7/19/1984 (Ameren account number XXXXX-XXXXX). Bills and notices are mailed to the service address. Ameren Illinois provides the following sequence of events pertaining to the complaint: 09/15/15 Ameren Illinois sent a non-pay disconnection notice in the amount of $152.38. The notice extended the previous bill's due date from 9/8/2015 until 9/25/15 for receipt of payment to ensure service. 09/28/15 at 9:46 a.m. Electric service was disconnected for non-pay. 09/28/15 at 4:12 p.m. Electric service was reconnected. Ameren Illinois assessed a deposit in the amount of $342.00. Ameren Illinois strives to be consistent with all customers regarding the assessment of deposits pursuant to the provisions defined by the Illinois Administrative Code Title 83, Section 280: Section 280.60(e) Present Customers A present customer whose service is discontinued becomes an applicant for service subject to the provisions of Section 280.50 herein for purposes of reconnection of his/her service. Section 280.50(a) Applicants for Service If, after a review of its own past service records, a utility finds that an applicant for residential service has failed to pay for past due utility service for the same class of service furnished to him/her at the same or at another address, . . . a utility may refuse to provide service, unless the applicant, at the option of the utility, pays any past due bill and/or provides a deposit pursuant to Section 280.70. . . Section 280.70(c)(1)(A) Deposits In the case of gas utilities and electric utilities, no utility shall request a deposit from an applicant for residential service or from a residential customer in excess of 1/6 of the estimated annual charges for service for the applicant or customer computed at the net rate for that class of service. . . . The deposit of $342.00 will remain on the account and is being billed in three installments. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois

11/4/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was told Monday by ***** with vs that I was eligible for a short term extension and now my service has been shut off before what she said I called back and 1 supervisor told me she listening to call and didn't hear about extension I waited and called back and was hung up on by ******* id#XXXXX I called back again for supervisor and got ****** again. I asked why she hung up and she admitted she made a mistake by hanging up on me. She then stated that she would listen to call and she called me back and claimed she listened to call and agreed that I was offered a short term extension and that the supervisor lied too me earlier and I was in fact right but now she claims it's too late and because of a cs agents mistake I have too pay my balance in full and my differed payment arrangements are void but it's not my fault. I have a newborn on a heart monitor at home and don't have $625.00 I have the payment of $168.00 we agreed on.

Desired Settlement: I want my service restored and my differed arrangement back.

Business Response: Initial Business Response /* (1000, 6, 2015/11/03) */ November 3, 2015 Better Business Bureau Open Date: 10/23/2015 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: ***** **** Service Address: **** W ********* **** Peoria, IL XXXXX The customer's complaint is in regard to payment agreements. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Ameren Illinois records indicate ***** **** established electric service at **** ** ********* Blvd., **** ** Peoria, on 08/24/15 (Ameren account number XXXXX-XXXXX). There is no gas service at the property. Ameren Illinois provides the following sequence of events pertaining to the complaint: 10/09/15 Ameren Illinois sent a non-pay (cash only) disconnection notice in the amount of $620.36. The notice extended the previous bill's due date from 10/02/15 until 10/21/15 for receipt of payment to ensure service. Mr. ****' deferred payment agreement defaulted because payment was not received by the previous bill's due date of 10/02/15. This agreement was established on Mr. ****' prior account number XXXXX-XXXXX for service at *** ** *** **** **** Unit ** Peoria, and subsequently transferred to his new account for service at **** ** ********* Blvd., Unit ** 10/19/15 An Ameren Illinois representative advised Mr. **** his account was eligible for a new deferred payment agreement or an extension. Mr. **** asked for a new payment agreement. The representative advised Mr. **** about the terms of the agreement, which provided for a down payment of $168.00 by 10/21/15 and nine installments of $57.00 (final installment $51.27). Mr. **** agreed to these terms. There was no further discussion about an extension. 10/21/15 The deferred payment agreement was not set up because Ameren Illinois did not receive the down payment of $168.00 by 10/21/15 as agreed. 10/22/15 at 7:09 a.m. Mr. **** requested an extension because he had been unable to come up with the $168.00 needed to set up a deferred payment agreement. An Ameren Illinois representative advised him that no other options were available. Mr. **** was subsequently advised by two more representatives (at 7:17 a.m. and 7:32 a.m.) that no options were available. 10/22/15 at 7:35 a.m. Mr. **** reported a gas leak at the property. When an Ameren Illinois representative requested details about the leak, Mr. **** ended the call. At 8:01 a.m., an Ameren Illinois gas technician arrived at **** ** ********* ****** **** 4 and found no gas leaks. 10/22/15 at 10:53 a.m. Electric service was disconnected for non-pay. 10/22/15 at 12:09 p.m. Mr. **** stated he would reconnect the service and continue to report gas leaks. Payment arrangements must be made by the date indicated on the non-pay disconnection notice, in this case by 10/21/15. Mr. **** made arrangements on 10/19/15 (which he clearly accepted). These arrangements were not kept, and the service was disconnected for non-payment. On Oct. 28, 2015, an Ameren Illinois representative contacted Mr. **** to discuss the service. Mr. **** stated there are no medical issues in the house that require electricity which would qualify the account for a medical certificate. A cash payment of $615.75 is needed to reconnect electric service. The electric meter is off. Ameren Illinois gas technicians will not turn on the electric meter if Mr. **** reports further gas leaks. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs *** ** Main ******* **** Decatur, IL XXXXX cc: ***** ****

10/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Billed twice for 1 payment I paid a previous bill IN FULL on 10/17/2015. When I viewed my account statement the following Monday (10/19), I noticed that I had been billed twice. After numerous attempts to try to not only find out the cause of the issue, but to be refunded the twice billed amount ($292.75), I have still been unsuccessful in receiving not only any valid explanation, but the additional money that was taken from my account. Needless to say, this situation has left me VERY frustrated and angry.

Desired Settlement: All that I desire is for them to refund the amount to me that was twice billed from my account.

Business Response: Initial Business Response /* (1000, 5, 2015/10/28) */ Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Ameren Illinois records indicate ****** ********** held service in his name at **** ** ****** St., **** ** Champaign, between 09/05/03 and 10/19/11 (Ameren account number XXXXX-XXXXX). The final bill in the amount of $289.95 remained unpaid. On 10/19/15, Ameren Illinois received only one payment of $289.95, which was initiated through Western Union Speedpay. On 10/21/15, an Ameren Illinois representative left a phone message for Mr. ****** concerning the complaint. If Mr. ********* bank account was debited twice for the payment of $289.95, Ameren Illinois encourages him to submit a copy of his bank statement showing two debits for $289.95. Ameren Illinois will then contact Western Union Speedpay to determine whether there were any issues with the payment. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs

10/28/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: In January I spoke with a representative regarding my bill and the amount that I owed. I asked her if she was sure of the amount and I had her repeat the amount. Her representative told me the wrong amount and the supervisor readily admitted that the representative told me the wrong amount owed. I went ahead and paid the January bill and did not have any billing issues until July. In July I got a disconnection notice and the electric was shut off on July 28th. So I paid 269.96 on August 6th. I got another disconnection notice on August 11th. I was then told that I owed a deposit of $258 which would be split up into 3 separate payments of $86. Then they broke it down to $43 for 6 months on the 19th of August. Now they say I owe $600.48 on the 28th of September. Which I paid. Now I am getting another disconnect notice for the month of October saying that I owe $283.42. I asked why I was being double billed and they said when I pay the bill it is going towards my monthly service and not my deposit or other fees. I have paid 3 installations towards the $258 bill meaning I only owe 3 more payments of $43. DR: I am looking for Ameren to adjust my bill because I only owe 3 more installation of $43.

Desired Settlement: I am looking for Ameren to adjust my bill because I only owe 3 more installations of $43.

Business Response: Initial Business Response /* (1000, 5, 2015/10/27) */ In reviewing the information, due to missed or partial payments, the customer's service was disconnected for non payment in August. At that time, a deposit was assessed as a security precaution and set up to bill in 3 installments. The first of three installments was included on the 08/11/15 bill; however, after speaking with the customer, we agreed to rebill the deposit in 6 installments effective with the next bill. The first of six installments was included on the September bill and the second installment on the October bill. Because the account continues to carry forward a past due balance each month disconnect notices continue to generate and service was disconnected again this month.

10/27/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have paid this company so much money with the disconnection notices I have been getting from them... We are a low-income family to were we need assistance and dont offer it from June all the way til Nov. 1st to were we have to sacrifice some of our bills to keep our lights on...I have asked plenty of time for them to give me an extensions and they won't. Now I have talked with alot of people including neighbors who have got extensions...The cutoff day be like on a Monday or Tuesday and we dont get paid till that Friday or maybe the next Friday and the agents who I talk to don't seem to care, now don't get me wrong some of them are very good but you have the ones that wont let me pay half or a certain percentage...The family's who are in low-income there is a reason for this we dont make enough. Now I just asked for an extension because I have a disconnection for the 26th and we dont get paid til friday the 30th and they denied me.. what am I to do cause for one we have rent on the first and this high bill to pay is very frustrating and no good customer service. Account_Number: XXXXXXXXXX

Desired Settlement: I just want them to be able to cut my bill to were I could pay it down...To were I wont be sacrificing were I live I have to pay rent to even have a place to stay to have lights on....If I ask for an extension they should be able to work with me...That's all I ask is for help. Alot of people need help...I just want to be able to get an extension and a lower payment to keepmy lights on....

Business Response: Initial Business Response /* (1000, 5, 2015/10/27) */ In reviewing the information, disconnect notices were recently mailed due to missed or partial payments. Due to slow payment history, the account was not eligible for an extension. Per our records, the past due portion of the bill was paid today and the disconnect order has been voided. The account would need to be brought current to prevent disconnect notices from being mailed in the future.

10/27/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: AmerenUE We had an underground line that went out: the "neutral". We had a power surge and it destroyed over $1,000 worth of things in our house (pump, cord for the TV, outlets, a small refrigerator, furnace and AC, etc). We were trying to go through them and get reimbursed but they said they don't owe us because they didn't feel that it was our fault. We have had to pay for all of this out of pocket. This is not our fault either - we did nothing to their underground wires. I feel that since these houses are older and these lines are underground, they should come and check this out.

Desired Settlement: I want to be reimbursed for these damaged products.

Business Response: Initial Business Response /* (1000, 7, 2015/10/27) */ October 27, 2015 Better Business Bureau Open Date: 10/08/2015 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: ***** ******** Service Address: *** **** *** Dr Collinsville, IL XXXXX The customer's complaint is in regard to a damage claim. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. The customer sustained appliance damage as a result of an underground service wire failure CCMI the Company's claim contractor sent letter to Ms. ******** denying her claim. An Ameren Illinois Sr. Claims Administrator has also reviewed the claim and determined that denial is appropriate. The Company's Customer Terms and Conditions states the following: Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs *** ** **** ******* **** Decatur, IL XXXXX cc: ***** ********

10/26/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Ameren UE Over the last ten years I have been having billing issues with Ameren. The pay station has been switching the numbers on my receipts. I got that taken care of and got my bills all caught up. I think they keep putting other people's bills on my own bill and it is extremely high. A few months ago I think a serviceman came and switched my meter numbers. I received a phone call notice about shutting my electric off on October 30th. The bills have been misrepresenting the actual balance and charged me with a tampering fee because I turned my electric back on when it was shut off last month. I paid the $55 that was due but now it has a balance of $900. My account number is XXXXXXXXXX.

Desired Settlement: I want the $316 deposit removed from my bill because I am the owner and I do pay what I can on the bills every month.

Business Response: Initial Business Response /* (1000, 6, 2015/10/26) */ In reviewing the information, the customer has been billed for actual usage recorded on the meter at her residence. Due to missed or partial payments, the service was disconnected for non payment. A deposit was assessed as a security precaution and will not be removed.

10/23/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: It began with my Ameren Missouri electric bill of Dec 2012/ Jan 2013, amount of $142.08, which was almost double the electric bill of 72.79 in Nov 2012, therefore, I phoned Am. MO-their reply was, we must have used wattage and the problem is somewhere on our end. In Jan/Feb 2013 our bill was 181.22, and again I phoned Am.MO- They had a new meter installed,; the next bill was 142.08. I went to approx 15 homes (on the 1st fl in our condo. complex) -no one had more than $100/mo. electric bill; I called AmMo & told them about this- they said there is nothing wrong with Am.MO's meter- it must be our fuse box. I must have had an electrician check our fuse box 3to4 times. The most recent electric bills (8) range from $70.00s to just over $100.00 I am 94 years of age; and I would appreciate Am.MO to refund payment of 1020.00. This is all to the best of my knowledge. ****** ********* October 16 2015

Desired Settlement: I am 94 years of age; and I would appreciate Am.MO to refund payment of 1020.00. This is all to the best of my knowledge.

Business Response: Initial Business Response /* (1000, 5, 2015/10/22) */ In reviewing the account information, the customer called regarding high bills in January 2013. The meter at the residence was tested at 99.86% accuracy. We have advised the customer the account has been billed for actual usage and billing will not be adjusted. This issue has been investigated by the Missouri Public Service Commission.

10/22/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On or about 8/15/15 I called to transfer service from my niece's name to my own. The customer svc rep handling the call asked questions to obtain the necessary information to perform the service transfer. There was a previous balance of $384.91 for **** ****** which we agreed would be added to the account as well as the previous unpaid bill of $437.13 for our current service address. The total transferred balance was $822.04. During this initial contact, the rep, a gentleman whose name I did not get, told me that my SSN could be linked to ****'s previous address. I explained that I never lived at that address, never received mail there, and was not even with **** at the time. The Ameren associate proceeded to call us liars and tell us that an investigation would prove otherwise. It was at that time **** asked to speak to a supervisor. No supervisor was immediately available so **** left a message for a return call within 48 hours from a supervisor. Supervisor never called. **** called Ameren back on 8/20/15 and spoke to the supervisor assigned to the account. Service was initiated at that time. We were told during that call to call when the 1st bill arrives to make a pymt agrmt. Bill recvd and call made to Ameren 09/15/15. Spoke to Supervisor ****** who went through the payment options with ****. As she did I made detailed notes. ****** discussed making a return call on 11/01/15 to make arrangements under the "COLD WEATHER RULE". Nothing was discussed about the October bill or the effect it would have. Subsequently we rcvd a disconnection notice stating we owed $904.65 by 10/20/15. On 10/16/15 I contacted Ameren to discuss the matter and was told that ******'s notes showed that we were to call after Oct bill came. She never told us that. We expected to be able to make an agreement on 11/01/15 as instructed. Supervisor **** told me the plan available at this time which would create a financial hardship. More to come under additional details. Product_Or_Service: Electric Servcie Account_Number: XXXXXXXXXX

Desired Settlement: I would like to have someone from Ameren contact us to discuss the MAJOR SERVICE BREAK that we encountered. While we understand that we are liable for the transferred amount from several years ago, neither associate nor supervisors set our expectations for what was told to me today by three Ameren associates, including two supervisors.

Business Response: Initial Business Response /* (1000, 5, 2015/10/22) */ In reviewing the information, service was placed in the customer's name on 08/20/15 and prior balances were transferred in. On 09/15/15 we spoke with the customer and advised the account is eligible for a non cold weather rule payment arrangement; however, the customer declined. At his request the call was escalated to a leader who explained the account is not currently in threat of disconnection and suggested he call to discuss options available when he receives the next bill. Because no payments were received on the account, disconnect notices were generated when the 10/05/15 bill was mailed. We spoke with the customer on 10/16/15 and explained the account is currently eligible for a non cold weather rule payment arrangement with an initial payment of 50% of the balance due by 10/20/15 to prevent possible disconnection. The payment was received and the disconnect order was voided. Cold weather rule payment arrangements are offered beginning 11/01/15; however, the customer's account was not eligible for an extension to that time as there had been no payments to the account.

10/22/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We bought a refrigerate that was advertised if you give up your old refrigerator you get a $50 credit. They would not use the $50 deduction on the bill. After we sent the card in to them they sent her the $50 card back ripped up saying we could not use it toward our bill. We called them this morning and we have not gotten a resolution. The bill is in my fathers name, but he is now deceased. Now they claim I have to submit a death certificate to get this taken care of, and that has nothing to do with the deduction. Their customer service is awful, and they are not trying to be helpful in this situation. All we wanted was for them to replace the card, and they are hitting us with all these stipulations when they ripped the card up in the first place.

Desired Settlement: I want them to put the $50 deduction on our bill.

Business Response: Initial Business Response /* (1000, 5, 2015/10/22) */ In reviewing the information, the rebate gift card was returned to the customer as Ameren has no way of redeeming it to apply the payment to the account. It is likely the card was damaged in the mailing process. We have spoken with the customer and provided her with a telephone number so that she may contact the bank that issued the rebate gift card to have it replaced. Rebates are processed in the name of the account holder only and if deceased; it is possible a death certificate will be required if she wishes to have the replacement card issued under someone else's name. We apologize for the inconvenience to the customer; however, we are unable to assist in this matter.

10/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: It had been 5 years since I lived in an area that Ameren serviced. I moved into an area that Ameren UE services last year. There was miscommunication between Ameren and I have been paying the business that resides downstairs electric fee. Within 3 weeks of living there my utilities were shut off. I called right away and they said they noticed a spike in usage and shut it off because they thought someone was living there without paying. I told them I had been paying my bills the whole time but they said there was not way to prove this. It took Ameren a total of six months to straighten the issue out. Then I lost my job and was unable to pay the bills and I let them know. I got a new job and can now pay the bills and I let them know. They said they are going to shut off my electric on Wednesday (10/21) even though I told them I could pay my bill by Friday. I have been misinformed and an employee said I could have an extension but then the supervisor told me I need to pay or else my electric will be shut off.

Desired Settlement: I would like Ameren to keep my electric on for two more days until I get paid on Friday when I can pay off the bills.

Business Response: Initial Business Response /* (1000, 5, 2015/10/22) */ In reviewing the information, the customer established service in June 2014. In September of 2014 we discovered a switched meter situation and the customer's account was then rebilled for his actual usage which resulted in a credit to his account. A payment arrangement was then established on a prior unpaid balance from a previous account in the customer's name. This arrangement defaulted when the July 2015 payment was not received. Due to continued slow payment, disconnect notices were generated and the customer was advised the account did not qualify for an extension. Per our records, the customer has made payment and the disconnect order was voided. The remaining balance due has been placed on a non cold weather rule payment arrangement and will bill in 3 installments.

10/20/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On September 17th 2015 while setting up payments to be withdrawn at a later date, they payment system on Ameren.com auto populated the current day changing the date that I had put in. I called the very next morning as care/payment center was closed when error occurred, both the payment center at ************* and Ameren Customer care told me that they could do nothing to stop or correct the payment that had the error, the only option they gave me was to call my bank and cancel the payment. I did so with my bank. On October 8th 2015, I tried to pay my bill online, entering my bank account number, it failed and said I was not allowed use my bank account. I called into Ameren Customer care and they told me that there was nothing Care could do as it was a speed pay block from *************. I called ************* and they told me that they can not do anything because they get their directions from Ameren, neither knew what to do. I spoke with ************* manager ******** who first told me that there was no was to remove the block because the system did not allow it. She then told me that I could pay my bill without the extra fee if I used my debit card, This was a LIE. I tried to call back and no supervisor would take my call.

Desired Settlement: I would like the auto pay block removed from my bank account number so I can pay my bill online without the extra fee.

Business Response: In reviewing the information, the customer was automatically blocked from making payments online when a payment she submitted was revoked. The block has since been lifted and the customer has been notified.

10/19/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am appalled that the State of Illinois would allow Ameren to charge me a deposit based on late payments when they already charge me a monthly fee. I am unemployed and income is very limited for my household. I have paid my electric bill late a couple of months, and recently received a deposit warning notice from Ameren Illinois threatening to charge be a cash deposit for additional late payments. I have always paid my bill in it's entirety no more than two weeks late. I am always charged a late fee, which I always pay. I am confused how I am now going to be paying a late fee and a deposit fee. This is outrageous, especially since Ameren was on the news recently bragging about being in East St Louis Illinois and giving the "low income" a $100 credit for a total of 1 million that will be given away. My bills are always $250 and up, sometimes $350, which I always pay without interruption in my service. Who allows these people to continue to steal money from people like me to give to the "low income" with their latest trick on how to make up what they give out in assistance. I have been a customer of Ameren since 2007 and have never had an interruption in service. This is simply strong on robbery and praying on people who are obviously having difficulty with their bills but pay them. Somebody need to look into how this stuff happens with these Commissions and Ameren.

Desired Settlement: Not to be charged the cash deposit fee if I am late. I cannot help that I am unemployed and am a little late on the bill that I always pay in full before the next bill.

Business Response: Initial Business Response /* (1000, 5, 2015/10/16) */ October 16, 2015 Better Business Bureau Open Date: 10/14/2015 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: ******** ***** Service Address: **** ********* ** Swansea, IL XXXXX The customer's complaint is in regard to a deposit. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Ameren Illinois records indicate ******** ***** established service at **** ********* **** Swansea, on Apr. 17, 2007 (Ameren account number XXXXX-XXXXX). On Oct. 6, 2015, Ameren Illinois sent a letter to Ms. ***** advising that a security deposit would be assessed to the account if the Company continues to receive late payments. Ameren Illinois strives to be consistent with all customers regarding the assessment of deposits pursuant to the revised Illinois Administrative Code Title 83, Section 280 (effective Nov. 1, 2014): Section 280.40 Deposits c) Calculation of Deposit Amounts: 1) Residential and small business customer deposits shall not exceed of the estimated annual charges for the service to that customer. e) Present Customer Deposits: 1) A present customer may be required to pay a deposit if both of the following conditions occur: A) The customer has paid late four times in the past 12 months; and B) The customer's account has an undisputed past due balance that has remained unpaid for over 30 days beyond the due date. 2) A present residential customer may avoid the requirement to pay a deposit under subsection (e)(1) by entering into and keeping current with a DPA for the unpaid balance, so long as the customer enters the DPA prior to the assessment of the deposit. Ameren Illinois does not keep deposits; they are refunded when the customer has met the requirements for refund. A deposit has not been assessed to Ms. *****'s account at this time. Ameren Illinois encourages Ms. ***** to make payments by each bill's due date to avoid assessment of a deposit. The account is eligible for a deferred payment agreement (DPA) if needed. Ms. ***** is also encouraged to contact customer service to discuss payment terms. Effective Nov. 1, 2014, the Illinois Administrative Code rules governing the assessment of deposits, as well as many other billing and payment processes, changed. Ameren Illinois encourages Ms. ***** to visit AmerenIllinois.com for further information about these changes. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs *** ** **** ******* **** Decatur, IL XXXXX cc: ******** ***** Initial Consumer Rebuttal /* (3000, 7, 2015/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) This information about the two conditions should have been explained to me by the representative. I have never met both conditions and should not have been threatened with a deposit. Again, who allows these laws to be put in place.

10/14/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I sent my payment in without my account number. They sat on that check and didn't bother to cash it for my payment. The informed me i hadn't paid so i went through the hassle of paying over the phone to restore power. They have now been paid up to date but they posted the original check twice. The first time i told my bank to not authorize the check. The second time the check posted the bank granted the payment and i am now left penniless for about 2 weeks i want my money back and they are dragging their feet getting it back to me. They should've never posted that check a second time when the first time they were denied. This is a horrible business practice and if i could sue i would in a flash.

Desired Settlement: I want a complete refund of my money immediately. I also want a free month of power at no cost to me for dealing with this for TWO WEEKS. I want their check cashing practices reviewed immediately.

Business Response: Initial Business Response /* (1000, 5, 2015/10/08) */ October 8, 2015 Better Business Bureau Open Date: 09/30/2015 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: ****** ******** Service Address: **** **** ** Belleville, IL XXXXX The customer's complaint is in regard to payment refund. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Ameren Illinois records indicate ****** ******* established service at **** **** **** Belleville, on July 6, 2011 (Ameren account number XXXXX-XXXXX). Ameren Illinois provides the following sequence of events pertaining to the complaint: 08/05/15 Ameren Illinois sent a bill in the amount of $153.00, due Aug. 26, 2015. 09/02/15 Ameren Illinois sent a non-pay disconnection notice in the amount of $153.00. The notice extended the previous bill's due date from Aug. 26, 2015 until Sept. 15, 2015 for receipt of payment to ensure service. Ameren Illinois also sent the next bill in the total amount of $306.00. 09/09/15 at 8:58 a.m. Ameren Illinois made a courtesy call about the past due balance to Ms. ******* at XXX-XXX-XXXX. The Company left a message on Ms. ********** answering machine. 09/16/15 at 11:08 a.m. Electric service was disconnected for non-pay. 09/16/15 at 11:25 a.m. A phone payment of $153.00 was submitted via phone with Western Union Speedpay. 09/16/15 at 12:57 p.m. Electric service was reconnected. 09/16/15 in p.m. Ameren Illinois received a mailed payment of $153.00 (check ****** dated 09/13/15). 09/21/15 Ameren Illinois received a mailed payment of $153.00 (check ****** dated 9/2/15). 09/22/15 The payment of $153.00 (check ****** dated 9/13/15) was returned by Ms. ********** financial institution for the reason of "stopped payment". 09/28/15 Ameren Illinois received a mailed payment of $153.00 (check ****** dated 9/24/15). Ameren Illinois is unable to control movement of mail through the U.S. Postal Service. Payments are posted to customer accounts when they are received. Between 9/16/15 and 9/28/15, Ameren Illinois received a total of four payments (each $153.00 and each with a different check number or by phone) totaling $612.00. Ms. ********** Ameren Illinois account balance was $306.00. None of the payments was received by 09/15/15, the date indicated on the non-pay disconnection notice that Ameren Illinois sent to Ms. ******** One of the four payments was returned to Ameren Illinois by Ms. ********** financial institution, leaving a credit balance of $153.00. Ameren Illinois' business practice is to refund credit balances 14 days after receipt of the payment that resulted in the credit balance - in this case, 9/28/15 - unless the customer's bank verifies that that payment will not be returned. On 9/30/15, Ameren Illinois received a faxed letter from *** Banks verifying payment would not be returned. Ameren Illinois is issuing a refund to Ms. ******* in the amount of $153.00. Ameren Illinois is unable to provide free power to any of its customers. Ameren Illinois encourages Ms. ******* to visit AmerenIllinois.com for more information about payment methods, including free online payment. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs *** ** **** ******* **** Decatur, IL XXXXX cc: ****** ********

10/14/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been overcharged for business gas instead of residential gas for over 10 years. They refuse to do anything telling me it's my own fault

Desired Settlement: Full refund by credit to my account

Business Response: Initial Business Response /* (1000, 10, 2015/09/11) */ We are in the process of rebilling the customer and removing three years of gas service. This process is a time consuming process and should be completed by 9-25-15. Once it is completed we will provide an official response. Thanks ****.

9/29/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My daughter had her own Ameren account set up a few years back at her previous address. She later moved back in with me and her previous balance has been added to my account because she moved into the home with me. I feel her bill she be separate even if it's mailed to the same address. Her bill is for services used at a different address. My Ameren account number is XXXXX-XXXXX.

Desired Settlement: I would like her balance removed from account.

Business Response: In reviewing the information, the transferred balance will not be removed as the daughter is the actual tenant of record at the property. The customer has been advised payment will be required for reconnection.

9/28/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I paid the disconnection notice last month - $369. I now have another notice for $545. When I contacted them, they said they transferred my dad's account to my account, which isn't right. This was for a bill over a year ago. It wasn't even from the same address.

Desired Settlement: I want this bill removed and to be taken out of my name.

Business Response: In reviewing the information, the customer was asked to provide the landlord's name or a notarized lease with picture ID so that we could verify the tenant of record. The customer did not provide this information and the transferred balance remained on the account. Payment has since been received.

9/25/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Ameren UE tore up my yard to replace wires along our entire street because they neglected to originally put the wires in a conduit and they were shorting out several places in the subdivision. They also installed a large junction box (3 x 6 x 4 feet) in my yard. In doing so they killed all the grass in a 20 x 40 foot area next to the sidewalk. This violated the 10 foot easement area rule from the sidewalk. They laid sod in the area when it was 100 degrees out after I had asked them to wait until Sept for cooler temperatures. By the time I got home at the end of the day the sod had already turned yellow. I watered the sod every day after it was installed but it still died. Now I am left with a very large area in my yard covered in dead sod as well as a very large junction box. After several dozen phone calls to Ameren UE they still refuse to do anything else to get my yard back to the original thick grass. Product_Or_Service: Sod

Desired Settlement: Install sod in my yard during the Fall or Spring as originally requested so the sod has the best chance to survive.

Business Response: Initial Business Response /* (1000, 5, 2015/09/25) */ In reviewing the information, we have been in contact with the customer regarding this situation. A landscaper also spoke with the customer and the sod installation is scheduled to be completed on 09/28/15.

9/24/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Amen added an old bill that was accrued by myself and my ex-husband to my fiancé acct. I recently got a home with my fiancé who has had ameren utilities in his name for over the past year. When we moved to our new house Ameren added my old bill to his acct that was accrued during my previous marriage. My fiancé did not live with me when the bill was accrued and they should not be adding my ex-husband and I old bill to his acct. Because of this they are wanting 6000.00 paid or they are going to disconnect. We have a 2 young babies in our home and they will not work with us. The bill that was accrued started at *** *********** in 2001 and they have added several deposit over the years that has the bill so high. I am tired of seeing them run over people and I would like for you to resolve this issues with me.

Desired Settlement: I would like for some of the several deposits to be removed and an achievable payment arrangement for the bill.

Business Response: Initial Business Response /* (1000, 5, 2015/09/24) */ In reviewing the information, the customer has successfully disputed a portion of the transferred balance. She has been advised to call to make arrangements on the remaining balance by 10/01/15 to prevent possible disconnection.

9/21/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On 9/10/2015, my electric was disconnected for owing $55. I had to pay the $55 and I own the box and reconnected it my self. They are now charging me $316 deposit and I am the home owner and I own my box. My account number is XXXXX-XXXXX.

Desired Settlement: I do not feel I should have to pay a deposit because I have owned the property since 1994.

Business Response: Initial Business Response /* (1000, 5, 2015/09/21) */ In reviewing the information, the customer's service was disconnected for non payment on 09/10/15. The customer called to report a payment and a reconnect order was issued. When our field personnel arrived to reconnect the service we found service already on with tampering at the meter. Due to tampering, diversion charges have been assessed. A deposit was also assessed as a security precaution. These charges will not be removed.

9/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Terrible customer service and no help I would like someone who cares about there customers to call me you guys screwed me over on a bill you won't fix and no one will help me because your reps are so rude

Desired Settlement: A phone call and the bill fixed

Business Response: Initial Business Response /* (1000, 10, 2015/09/15) */ Per our records, the customer set up service effective 04/30/15. While the account was active; an unpaid balance owed under his wife's name for the service at the same address for usage up to 04/30/15 was transferred in as an attempt to collect payment after verifying the customer had benefited from the service also. The customer's account was then closed on 07/21/15. Because payment was not received, the balance due prevented family members from being able to place service in their name and service was disconnected. Partial payment was received and the family member has since established service. The customer has been advised the balances will not be separated and he will need to work out payment with his wife. We do show an account was established in the wife's name at another address; however, when we realized the account had been set up in error, the account was closed effective the same date it was opened and she was not held responsible for any usage.

9/11/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 01/13/2014 I moved into 218 Pine Apt B, Jefferson City, Mo and I requested that AmerenUE check the meter be checked out. They said they would do it but it was not done and I called 3 times. In 05/2015, I told them I was moving out on 06/07/15 and to shut off the electricity. They did not turn off the electricity. On 08/11/15, the electricity was put in someone else's name. I am being billed for $418 more than I owe them. I have contacted them and told them that I cancelled the service as of 06/07/15 but they say there is nothing they can do to correct the bill. When I call them, they are rude and do not give me the information I requested. When I moved into a new apartment, I was told I did not have to pay a deposit. I asked for budget billing and I was told I have to come up with $554 by 10/02/15 or they will shut my electric off. The customer service provided is terrible.

Desired Settlement: I would like for the company to waive $418 and provide correct information.

Business Response: Initial Business Response /* (1000, 5, 2015/09/11) */ In reviewing the information, per our records, the customer's previous account closed when the service was disconnected for non payment. We have no record of the customer calling to close the account prior to the disconnection for non payment. When new service was recently established the unpaid balance was transferred to the new account in an attempt to collect. The customer has been billed for actual usage and the account will not be credited. Payment arrangements have been offered.

9/11/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: There is no way my electric bill should be higher than last months bill. I set my temp to 74 which is a little uncomfortable to me but I had to cut down somewhere. I received a bill today via text message stating my bill is $184.16. I am barley at home and Im paying closely attention to the amount of electric I use. Ameren is ripping off people and I am one of them. The previous month bill was $161.85 and had out-of-town company for over a week so I was thinking thats why my bill was $161.85 and this month is $184.16 and I am the only one that lives there. This is a slap in the face.

Desired Settlement: Please adjust my bill correctly. My bill should not be more than $110.00. Please look at the other bills prior to the $161.85 bill.

Business Response: Initial Business Response /* (1000, 5, 2015/09/11) */ September 11, 2015 Better Business Bureau Open Date: 08/31/2015 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: ******* ******* Service Address: ** ***** Dr Belleville, IL XXXXX The customer's complaint is in regard to a high bill. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Ameren Illinois records indicate ******* ******* established electric and gas services at ** ***** **** Belleville, IL XXXXX on December 03, 2014 (Ameren account number XXXXX-XXXXX). The electric meter is equipped with an electric automated meter reading device that transmits readings reflecting actual usage to Ameren Illinois, generally daily, via radio signals. With some slight variation dependent upon the customer's personal habits, these daily readings (and thus, the customer's usage) follow a pattern roughly corresponding to the outdoor temperatures. Ms. *******'s complaint addresses the increases in the June 2015 and August 2015 bills. Gas usage for both periods remained relatively low (see the below account activity statement); however, Ms. *******'s electric usage increased considerably during the past two months. The usage follows a pattern as typically the highest consumer in the home is the air conditioner. Ameren Illinois provides the following information concerning the actual electric usage at the service address between May and August 2015: Billing Period Dates Number of Days Total Usage Average Temperature 07/12/15 - 08/10/15 29 1,199 kWh 79 �F 06/10/15 - 07/12/15 32 995 kWh 75 �F 05/11/15 - 06/10/15 30 653 kWh 68 �F Please see attached daily meter readings since 06/10/15. Please see the attached average temperatures for the area for the period between 05/11/15 and 08/10/15. During the last billing period between 07/12/15 and 08/10/15, the hottest days were generally between the six-day period of 07/12/15 and 07/17/15, with high temperatures in the 90's. The customer's electrical usage for this period was correspondingly the highest than for any other six-day period. Ameren Illinois is able only to verify the meter readings and the operational accuracy of its equipment - not the source of the usage. Based on the meter readings, billing for service is accurate and is, therefore, due and payable. The AIU encourage Ms. ******* to visit www.ActOnEnergy.com for energy conservation facts and ideas that may be helpful in lowering her bill. The AIU also encourage Ms. ******* to visit www.ameren.com or www.icc.illinois.gov (Illinois Commerce Commission) for information about alternate energy supply options. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs *** ** **** ******* **** Decatur, IL XXXXX cc: ******* *******

9/11/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Ameren is attempting to fleece me with bogus charges on my account. On August 12, I had a situation at my home with my fuse box. The fuses had blown, and caused a small fire near the box. I know because there was soot and flame marks all over the box and the other fuses. After pulling the fuses I thought were the culprit, the box continued to spark and smoke. Upon removing another set of fuses to find them charred beyond recognition, it seemed to eliminate the problem going forward. I called Ameren to make sure it was safe to leave the box as-is overnight, since the incident had occurred at around 11:30 pm. Due to the uncertainty of the safety of the situation, I called out 2 electricians on the 13th to assess the damage and determine what needed to be done. Upon showing the first electrician what had happened and where, I received a significant electrical shock from the box. It was at this point that the electrician determined that he was going to pull the meter as a safety precaution. Upon the arrival of the second electrician, he agreed with the assessment to pull the meter. He then advised me to call Ameren and have them come out and completely disconnect the power on-site at the house. After they left, I called Ameren and clearly explained to them the situation, including that the electrician had removed the meter as a safety precaution. They sent out someone later that day to disconnect the power. On the 14th, I had a brand-new circuit breaker system put in. I called Ameren before their 2:00 cut-off time to have someone come out and re-connect the power. The lady I spoke with said she would dispatch someone. The crew that replaced my system was waiting around for Ameren to show up so they could test everything before they left, but Ameren never showed. So eventually they left because they had other things to do. At 5:30, nearly 4 hours after my original call, I called them again. After being on hold for 20 minutes, the first representative hung up on me. So I had to call back and wait on hold another 20 minutes. When I finally got someone, she said that my account had been flagged. When I asked why, she said it was for meter tampering. I didn't know what she was talking about, because I followed all of the proper procedures during this incident. So she transferred me to a supervisor named Hadley. He claimed that I had somehow tampered with the meter, even though I had not. I explained to him what I had told them the day before, that the electrician pulled the meter as a safety precaution so my house wouldn't burn down. He insisted that I would have to pay a fee of $143.91 before they would come out and re-connect the power. This was new information to me because NOTHING of the sort was even mentioned 4+ hours earlier when I first called to have them re-connect; they had said that they were sending someone out, which is what I expected them to do. I told him that I wasn't going to pay it because I did not touch the meter, and it had been removed as a safety precaution. Additionally, the temperature in my house was higher than it was outside, and my food was going to start spoiling if the power was not restored. He then put me on hold. When he came back, he agreed to send someone out, but that I would receive a bill for the charge. I told him that he could bill it if he wanted to, but that I would not be paying it because it is not a valid charge. About half an hour later, someone came out and re-connected my power. On August 20, I received a letter from Ameren dated August 18. In addition to the fraudulent charge of $143.91 that I was advised of, they added an additional $105 listed as a "Meter Charge". I have no idea what this is or what it would be for, since the meter was put back on the house when they re-connected the power. It is the same meter I had before, nothing has changed. So in summary, Ameren is trying to fleece me out of a total of $248.91. They apparently see fit to ignore the recommendations of trained professional electricians who deal

Desired Settlement: with these things every day, all so they can try and steal money from the customer. This is completely wrong, and these charges are not valid. Ameren was advised every step of the way what was going on, and they only tried to throw a roadblock up as it was time to re-connect. I imagine most people would fall for this scam and pay up, which is why they keep doing it. At no point in time did they explain the conditions that would result in a "meter tampering" charge, nor did they mention any possible charges, even after I explained everything that was going on. Based on this withholding of valuable information, they are trying to take advantage of me and charge me without having fully disclosed all applicable charges and fees. And on top of all of that, they did not send someone out when they said they would, it took multiple phone calls to get them to do what they were supposed to do. Even after speaking with them today, they still could not clearly answer what the "Meter Charge" is actually for, and they were absolutely unwilling to resolve the matter without it going through additional channels, of which this is one. Thank you in advance for your prompt attention to this matter, and I look forward to getting this resolved in a timely fashion. Account #: XXXXX-XXXXX The resolution required is that they remove the charge of $248.91 from my account.

Business Response: Initial Business Response /* (1000, 7, 2015/09/11) */ September 11, 2015 Better Business Bureau Open Date: 09/01/2015 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: ******* ****** Service Address: *** ******* Dr Belleville, IL XXXXX The customer's complaint is in regard to tampering charges. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. 8/13/15 -******* ****** contacted the call center to advise of blown fuses and stated due to safety concerns that he would contact an electrician. We offered to schedule an appointment for a temporary disconnects or we could come out sooner as an emergency. Mr. ****** did not request a temporary disconnect at this time. 8/13/15 - Mr. ****** called the call center back to request a temporary disconnect for 8/14/15. 8/14/15 - Mr. ****** called the call center to request that service be reconnected due to repairs made by his electrician. 8/14/15 -We arrived to reconnect the service and noticed the seal was cut. Tampering charges and usage on the meter totaling $248.91 was applied to his account. Mr. ****** is disputing the tampering charges added to his bill. As a result of Mr. ****** advising us of the safety concerns which led to his electrician pulling the meter, it has been determined that the customer should not be responsible for the tampering charges. The charges will be removed from the customer's account. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs *** ** **** ******* **** Decatur, IL XXXXX cc: ******* ******

9/10/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: AmerenUE I have a child at home with medical equipment for breathing. The only time they haven't gotten paid was this month. They claim they never received the payment last month either but they did. They were supposed to get me on a payment arrangement back in February but something didn't go through right. They keep getting this money from me and they have been sending me $900+ bills. One of the employees told me to go use ********** electric. The customer service representatives are all rude and ignorant.

Desired Settlement: I want somebody to straighten this out to me. My bill should not be this high. I have been paying and they said I haven't paid in over a year. The bills they are sending me are outrageous. I want someone to come out and check my meter.

Business Response: Initial Business Response /* (1000, 5, 2015/09/09) */ In reviewing the information, the customer's account balance has accumulated due to missed or partial payments. Arrangements have been made; however, they default when the monthly bill amount is not paid by the delinquent date. On 09/01/15 we received a customer payment in addition to an energy assistance pledge and the remaining balance was placed on a non cold weather rule payment arrangement which voided the disconnect order. If the customer has record of payments that have not been credited to her account, we ask that she fax proof of the payments to X-XXX-XXX-XXXX so that we may review.

9/10/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have received a disconnect notice for the last 4 months. The last 3 bills has been extreme ranging from $350, &450, and now my bill is $554. The company refuses to make arrangements and i believe there has been a mistake with my bill. My son has a medical condition to the point of if the electric is disconnected it is a life threatening situation. Account_Number: XXXXX-XXXXX

Desired Settlement: possible payment arrangement and reevaluate the bill in its entirety.

Business Response: Initial Business Response /* (1000, 5, 2015/09/09) */ In reviewing the information, the customer has been billed for actual usage. Due to missed or partial payments, disconnect notices are mailed for the past due balance each month when the new bill is mailed. The account was removed from collections today when the customer was granted a medical hardship extension.

9/10/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I do not agree with their billing. We had a bill due last month and had a previous arrangement set up for $100 plus usage. The bill was $272 and some change. We paid $200 on the day it was due and their computer wiped out the agreement and my balance is up to $519 and I'm out for a disconnect. If it gets disconnected I have to pay over $1,000 to turn it back on. I have been in this situation with them before in the Winter time when our electric was cut off. It's in the 90's here and it's hot. It's not healthy for people to be without air conditioning.

Desired Settlement: I would like them to honor the agreement they've made with me. I need something to happen where it can come back down to a comfortable amount.

Business Response: Initial Business Response /* (1000, 5, 2015/09/09) */ In reviewing the information, the customer's cold weather rule payment agreement defaulted in July when the monthly bill amount was not paid in full. Upon receipt of recent payments, a new non cold weather rule payment arrangement was recently established voiding the disconnect order. This issue has also been investigated by the Missouri Public Service Commission.

9/4/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am a disabled women on an fixed income and my services have been disconnected 3 in the last six months. I receive a disconnection notice every month even though I make a payment every month. My doctor has also completed documents and sent them to Ameren UE stating that I can not be without services due my health condition and that I always need access to my breathing machine. My account has missing payments although I have receipts of payment and I have reached out to the commissioner to investigate my billing as well as my documentation. I have yet to receive a response. I live in a small 1 bedroom apartment and my bill has doubled since December when I moved in. I had a house previous to this apartment with a washer and dryer and my bill was never this high. On top of all the billing issues the customer service is mediocre at it's best. I had a supervisor tell me that they base their disconnection list on a credit rating scale. I may not pay the full amount but every month I pay them what I can afford. To top it off after the disconnect you they add on more fees making it impossible to get the balance back down. I just received another disconnection notice for September 2nd and I just gave them 300 2 weeks ago and when I called to see why my bill was still high after paying the 300 dollars they requested I could not get a direct answer.

Desired Settlement: I want answers. I want to know where my missing payments are. I want to know why my bill is going up and not down. I want some one to come read my meter and compare my usage with the charges that I am being billed. I want someone to reach out to with a legitimate concern for my complaint and want to resolve this issue just as I do.

Business Response: Initial Business Response /* (1000, 5, 2015/09/04) */ In reviewing the information, the customer's balance has accumulated due to missed or partial payments. Because of the slow payment history, disconnect notices are generating every month for the prior balance when a new bill is issued. We are receiving good daily readings from the meter and the account has been billed for actual usage. This issue has also been investigated by the Missouri Public Service Commission.

9/3/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a bill from Ameren Missouri dated 5/6/15, that included a Transferred Amount of $341.74. I contacted Ameren to inquire as to what the charge was for and was informed that it was a final bill from our home at ** **** **** **** St. Peters, MO XXXXX. The home was lost to foreclosure during the huge mortgage company debacle when they over inflated the value of homes and scammed people into over-extending their mortgages. I have a two part question. First, I requested a copy of the bill and received a printout of charges and payments from 9/29/09-5/5/10. On the last lines of the page it shows that the amount of $341.74 had been charged off as of 5/5/10. If it was charged off, how can they then go back after 5 years and recharge me with the amount they say I owed? I was under the impression that once something is charged off, the company received a bit of a tax break and the sum was no longer viable. Second, the original bill was in my name only and our current bill is in my husbands name, ******* ********, only. How can they attribute a charge they say I owe to my husbands bill. When I questioned the customer service person, I was told that since they determined that my husband and I lived together in both residences, that they could transfer my charges to his account. Is this even legal? We were originally led to believe that we had paid all of our final bills from the old address which is why this is so confusing. The customer service rep claims they sent numerous attempts to contact us and even sent it to collections. We have lived in our current residence since 10/2010. I do not see how they could not have found us for all those years, especially since we have an account with them. I would greatly appreciate any guidance you can give me. Thank you. Account_Number: ********** (old) 020

Desired Settlement: I would like Ameren Missouri to adhere to there decision to charge off the remaining balance they claim I owed from our prior address.

Business Response: Initial Business Response /* (1000, 5, 2015/05/21) */ In reviewing the information, an unpaid balance in the consumer's name was recently transferred to the current account in the spouse's name in an attempt to collect. Per social security trace, both benefited from the service at the previous address; therefore, the balance will not be removed. Payment arrangements are available if the customer would like to contact our Call Center at X-XXX-XXX-XXXX. Initial Consumer Rebuttal /* (3000, 7, 2015/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) To say we both are responsible based on our SS# is to say our children are equally responsible because they too benefited from the use. As per the fact that this charge was "charged off" as of 5/5/10 would indicate that Ameren did accept the debt as a charge off and should not be able to double dip by accepting the charge off benefit AND trying to collect said assumed debt. This case is NOT satisfied or closed.

8/31/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: There was a storm and the storm blew the wires from the back of my house and onto the ground. Ameren had to come and repair them and asked if I could go into my back yard and cut down the tree. I told them to go ahead. They went back three and cut the tree down and dropped it on my shed. They're now telling me it's not their tree so they do not have to pay for the damages. The tree is still back there and has crushed my shed. They said it's not their tree so it's not their problem.

Desired Settlement: I would like them to come out and remove the tree and pay for the shed they crushed.

Business Response: Initial Business Response /* (1000, 6, 2015/08/31) */ Ms. ******* also filed the same complaint with the Illinois Commerce Commission. The following was sent in response: The customer's complaint is in regard to damages. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Ameren Illinois crews performed restoration work due to a July 28, 2015 storm that included Ms. *******'s service. Her property is very heavily overgrown with vegetation. A large tree limb broke from the top of a tree and had fallen during the storm. In addition to falling into the Ameren Illinois line, the broken limb also fell into Ms. *******'s shed. Picture 1 shows the broken tree limb. In order to restore service, the electric troubleman trimmed small tree limbs from open wire service so that he could energize the transformer that was tripped from the tree falling into open secondary. The troubleman performed this work from the alley way in the rear of the property. Picture 2 shows the size of limbs that were trimmed out of the secondary; this is not the same tree that caused damage to the customers shed. Ms. ******* had meter base damage and the service was unable to be energized that day. On July 29, 2015 Ameren Illinois personnel arrived to reconnect the service. At that time, Ms. ******* requested the line crew to cut down a different tree that was ain the middle of the backyard. This tree was approximately 3" in diameter and 20' tall; the crew cut the tree to approximately 3' off the ground to avoid further interference. It is the position of Ameren Illinois that the third-party claims administrator appropriately denied Ms. *******'s claim for damage to her backyard shed. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs

8/26/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: After being pulled into taking a "payment assistance" bill every month and ending up with well over nine hundred dollars owed one shot we paid it off granted it was extra hard since only my husband is able to work we were told our bill will start going back down to normal well for a family of four three bedrooms ac kept on seventy we are paying with our souls every month upwards of two hundred and fifty it the company wants to be "nice" otherwise it has really been more than that ! we cant figure out what the heck is going on here, we can barely eat because we cant meet all this basically we have had to go without food because we need to pay this outrageously high bill every month ! I dont know what to do or where to turn anymore, the "help" they do offer ends up backfiring in our faces in the end we owe all we had in payment assistance held off on one shot can someone please hear me !! This company is sure to make billions off of poor zaps like us we cant afford not to eat because this company wants to be overly greedy ! I need help the president of this company PLEASE have an ounce of compassion we barely eat and our children go without because of AMEREN I cant. I wont continue to suffer like this i will do my homework and find another company !!!!! Shame on you ameren you take and you take but for those of us who never miss a bill there is no real help in the end. Product_Or_Service: AMEREN ILLINOIS

Desired Settlement: I would like a thorough investigation here !! This need be resolved, there is something not right here i would like an adjustment HELP US PLEASE !!!

Business Response: Initial Business Response /* (1000, 5, 2015/08/26) */ August 26, 2015 Better Business Bureau Open Date: 08/20/2015 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: ******* ******** Service Address: *** ****** ** Belleville, IL XXXXX The customer's complaint is in regard to billing. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Ameren Illinois records indicate ******* ******** established natural gas and electric service at *** ****** **** *********** on Feb. 1, 2013 (Ameren account number XXXXX-XXXXX). Both meters at the property are equipped with automated meter reading (AMR) devices that transmit readings reflecting actual usage via radio waves to Ameren Illinois, generally daily. These readings are used for billing purposes. Effective Aug. 6, 2015, Ms. ******** receives supply of electricity from ********* ******* Prior to Aug. 6, 2015, she received electric supply from ********* ******* Regardless of her choice of electric supplier, Ameren Illinois continues to deliver electricity through the Company's wires and equipment. Ms. ********'s bills include the supplier's charges as well as Ameren Illinois' charges to deliver the electricity. Gas supply and delivery are provided to Ms. ******** by Ameren Illinois. Ameren Illinois provides the following information concerning gas and electric usage at the property between November and August for the past three years: Billing Period Number of Days Actual Gas Usage (in therms) Actual Electric Usage (in kWh) Average Temperature 11/04/14-12/07/14 33 167 674 36� 12/07/14-01/08/15 32 183 660 34� 01/08/15-02/08/15 31 169 701 31� 02/08/15-03/09/15 29 204 655 24� 03/09/15-04/08/15 30 76 561 50� 04/08/15-05/07/15 29 38 779 60� 05/07/15-06/08/15 32 28 1177 67� 06/08/15-07/08/15 30 20 1832 76� 07/08/15-08/06/15 29 16 1963 79� 11/04/13-12/05/13 31 105 739 41� 12/05/13-01/08/14 34 223 823 26� 01/08/14-02/06/14 29 191 775 26� 02/06/14-03/09/14 31 206 713 28� 03/09/14-04/07/14 29 93 541 44� 04/07/14-05/07/14 30 42 699 59� 05/07/14-06/08/14 32 22 1328 69� 06/08/14-07/08/14 30 12 1464 74� 07/08/14-08/06/14 29 11 1378 72� 02/01/13-02/06/13 **(when Ms. ******** began service) 5 33 170 32� 02/06/13-03/07/13 29 163 832 34� 03/07/13-04/08/13 32 102 743 43� 04/08/13-05/07/13 29 54 590 55� 05/07/13-06/06/13 30 28 1125 67� 06/06/13-07/08/13 32 20 1527 74� 07/08/13-08/06/13 29 14 1431 75� Gas and electric usage has been relatively consistent based on the temperatures over the past three years. During colder periods in the winter, generally more gas has been used; and during warmer periods in the summer, generally more electricity is used. On July 30, 2013, the account was set up on Ameren Illinois' budget billing plan per an online request from Ms. ********. The budget billing program allows customers to "levelize" their bills to avoid seasonal peaks. It is not a savings or discount plan because the customer remains responsible for the actual amount used. The cumulative difference between the actual usage and the amount billed under the program is clearly indicated on each monthly bill. The budget billing payment amount is calculated by averaging the actual bill amounts from the previous 12 months. The program provides that the account will be reviewed at the fourth and eighth month of each program year to determine whether the current budget billing payment amount is adequately reflecting the customer's actual gas and electric usage. Per the terms of the program, if the budget billing payment amount is determined to have changed by $3.00 or more at a review period, Ameren Illinois notifies the customer the amount will be adjusted via the monthly bill. The reviews are based on the previous year's usage and attempt to retire the cumulative deferred balance (whether debit or credit) by the next program anniversary date. The initial budget billing payment amount was $117.00 based on the average of the previous 12 months' bills/usage. On Mar. 11, 2014, Ameren Illinois reviewed the budget billing payment amount and increased it to $318.00. This action was taken based on actual gas and electric usage at the property since Ms. ******** began service. The deferred budget billing balance at that time was $618.30, meaning the customer had used more than what Ameren Illinois had billed her for. On Mar. 12, 2014, Ms. ******** requested to cancel the budget billing program. An Ameren Illinois representative advised Ms. ******** that the cumulative deferred balance of $618.30 would be due on the next bill. On May 2, 2014, Ms. ******** and Ameren Illinois established a deferred payment agreement to defer the then total account balance of $580.99. Terms of the agreement provided for 12 installments of $48.42 (final installment $48.37). The deferred payment agreement defaulted in February 2015 because full payment was not received by the previous bill's due date of Feb. 2, 2015; however, the entire account balance at that time was paid in full on Feb. 20, 2015. Since then, Ms. ********'s bills have included only charges for actual natural gas and electricity consumed. Based on the actual gas and electric meter readings at the property, Ms. ********'s bills are accurate and are, therefore, due and payable. Pursuant to Ameren Illinois' service tariffs, as approved by the Illinois Commerce Commission, all customers are billed the same rates for delivery of electricity as well as delivery of gas and the gas commodity. Billing for electric supply is provided by Ms. ********'s electric supplier and is included on Ms. ********'s bills. Ameren Illinois encourages Ms. ******** to explore electric retail supply options at www.PlugInIllinois.org. Regardless of her choice of supplier, Ameren Illinois will continue to deliver the electricity. The complaint states Ms. ******** is keeping her thermostat on 70� during the summer months for air conditioning purposes. To conserve energy and to decrease electric usage (thereby lowering electric costs), Ameren Illinois advises maintaining the thermostat at 78� in the summer. For more energy efficiency information, Ameren Illinois advises Ms. ******** to visit the Company's website at AmerenIllinois.com. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs *** ** **** ******* **** Decatur, IL XXXXX cc: ******* ********

8/24/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My name is ***** ********* I, electric c/o (Ameren MO), and *********** c/o are in disagreement regarding who is responsible for paying bill. I've informed both companies that I do not feel like I should have to pay a bill, which was in ***** ************** name- Especially since I was out of town Oct 19, 2014 to Dec. 14 or 15, 2014 As well as 1-7-2015/2-13-2015. Electric c/o states sence I enjoyed the electric as well as Ms.********* I should have to pay. I have not attain an official statement from ***********. Upon my return on Dec. 14 or 15 2014 Ms.********* forfeit premises leaving bills including rent unpaid. I paid/ undated rent and do not feel like I should pay utilities that I was not present to use. Ameren Missouri personal stated I was there enjoying usage of electric & I was not and have proof to being out of town. Ameren Electric sent me a terms of payment agreement which is enclosed & includes Ms.********* past accounts. If I have to pay Ms.********* bill why should I have two down payment one for me the other for *****. The $48.00 listed on term payment, does not include monthly usage payment.

Desired Settlement: electric c/o (Ameren MO), and Laclede Gas c/o are in disagreement regarding who is responsible for paying bill. I've informed both companies that I do not feel like I should have to pay a bill, which was in ***** ***** ******** name-

Business Response: Initial Business Response /* (1000, 5, 2015/08/21) */ In reviewing the information, the customer called to establish service at her residence effective 12/18/14. At that time, she was advised an unpaid balance in her name for service at a different address from 12/07/09 through 08/23/10 would be transferred in and the account balance was placed on a payment arrangement in February when she received energy assistance. The customer has not been held responsible for service in any name other than her own. She may contact our Call Center at X-XXX-XXX-XXXX if she would like to discuss.

8/18/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: ok first off i have an electric bill that is 400 something dollars and i need it paid before the 31of august or they will shut it off and i can pay it but only in small payments and i really need to keep my electric on they twll me if i dont pay it all up front that they will shut me off now thats a crock of bologne i know better and they wont let me get an exstension on it at all anymore and i really need an exstention and also i need help to fix my roof or i will have to move cause its just to much and we are renting to own this home and now we are thinking the lanlord is a phoney cause he comes up with excuses about everything like the deed and or contract for deed and gave us a deed he typed up and we didn't knpw he typed it up and he signed itband we did but he is wanting our contract for deed back and he isnt getting it till i take it to someone to see of he is legit on saleing the House to us and i just need help i have a job and so does my husband and also itbwasnt even signed by a notery so i dunno we have all ready paid almost everything that is owed on the House like he wanted like 15000 and we dont owe very much if u would help me it would do wonders i need the money to fix it and etc...thanks so much

Desired Settlement: billing adjustment and repairs and etc.

Business Response: In reviewing the information, the customer's account is in threat of disconnection due to missed or partial payments. Disconnect notices were mailed on 08/10/15 and 08/13/15 advising of the amount needed by 08/25/15 to prevent possible disconnection. We recommend the customer contact our Customer Call Center at 1-800-552-7583 to discuss options available.

8/18/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I'm going to end up homeless because of unfair and inaccurate monthly bills. I've been on budget bill for 7 years and it's getting so expensive. I checked with neighbors with 2 to 4 occupants and their bills are less. My last two months, the actual was $70 with $160 credit with a $119 bill, so to save money I got off budget bill and my bill was $180. I have a medical condition where I can't tolerate cold, so I don't run my air conditioner much. I'm disabled so I run my tv and a small fan in my living room all day. Calling does no good, they just blow you off and I know you have a monopoly on electric, but at this rate I'm going to end up homeless if this can't be straightened out. Can someone check my meter or work with me on what I actually use - there's no way my bill could more than double when I have nothing running in my house. Please help me.

Desired Settlement: I'd like to review all my actual readings since I purchased this home in 2008 and to see how my budget got so crazy - besides that, once or twice a year I'd get a bill for like $200, which doesn't seem consistent with "budget billing". Like ******* gas my budget bill is the same all year long and once in awhile my bill is $0. I'd like to be treated as a human being and am asking so I don't end up homeless because of your billings - it's too much and I can't afford it.

Business Response: In reviewing the account information, the customer has been billed for actual usage recorded on the meter and usage is in line with the history for this address. The amount of the monthly bill is determined by the customer's usage and approved rates in effect. An activity statement showing the billing history at this address has been mailed and we ask that the customer contact us at X-XXX-XXX-XXXX to discuss if she has any questions.

8/14/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Electric bill was in my roommates name and he died! He had a previous balance from another location he was paying on, now UE wants me to pay that! My roommate and I moved into a new residence (current One), and he died. The deceased roommate had a previous balance from another residence on which he was making payments on along with the current residence. The past due amount was around $2000.00 of which he paid a monthly fixed amount to reduce the past due amount, which he was current on. My roommate (****** E. ******* he died May 15, 2015. In June I contacted UE to put the bill in my name which they did. However UE wanted me to pay $700.00 of ******* past due amount and make payments of $187.00 a month for three months for a total of of $560.88 to zero out ******* past bill on top of my current monthly payments. On June 4, 2015 I spoke to a UE service rep and explained that I am now living alone and do not have any back payments and ******* past due amounts had nothing to do with me and I do not have the responsibility to pay his bills. I was told that I had to or service would be shut off. I paid $700.00 of his past due amount just to keep my service on, I had no choice. I want UE to reimburse the $700.00 plus erase the $560.88 past due amount ****** owes. I was not married to ******, he was just a roommate, I have no legal obligation to pay any of his bills. My bill for July and August is due on August 20, 2015. I will pay for my current service, taxes and a required deposit amount. I will NOT pay the $187.00 for ******'s past due utility payments for a place I never lived. Thank you for your service.

Desired Settlement: I would like a $700.00 refund or credit to my account for having to pay that amount to keep my service on. I also would like the $560.88 past due amount ****** owes stricken from my bill as it NEVER was my bill and I did not even live or know the person when he accrued this debt. Thank you.

Business Response: Initial Business Response /* (1000, 5, 2015/08/14) */ In reviewing the information, the customer recently called to place service in her name at the current location. Per a social security trace verifying benefit of service, the balance under the previous tenant's name was transferred to her new account in addition to an unpaid balance in her name for service at a different address. The customer made an initial payment and the remaining balance due was placed on a non cold weather rule payment arrangement. Due to benefit of service the transferred balance will not be removed.

8/13/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was trying to rent a property and they would not let me start services until I pay a past due balance of $500. First they told me I had to sign a lease for the property. I did so and called today to get service turned on and they told me it was denied and I would have to pay this fee. I am not responsible for this fee and have no relation to the person who lived here before me.

Desired Settlement: I would like to receive services asap without having to pay this fee.

Business Response: Initial Business Response /* (1000, 5, 2015/08/13) */ In reviewing the information, the customer called to place service in her name at a location where the existing account was in active collections. Upon investigation, her successor request was denied when the mobile home park could not verify she was a new tenant.

8/12/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Power disconnected for no fault of our own. On JUly 24th we were told we would have two different payment plans to choose from as long as we called in and chose by the end of business day on July 31st. We called and called multiple times on the 31st all day long, on the 1st and even on the 2nd unable to get through. Friday and Saturday we kept getting a pre-recorded man's voice stating extremely high volume of calls and to call back later and it would hang up on us. On Sunday we received the office is currently closed message. We called in this Monday morning the 3rd at 7am attempting once more to setup the plan and make a payment. We figured we might be able to get through easier if we called right at open. They were having high volume of calls once again except this time we received the option for them to to call us back in 10-16 minutes. While waiting for them to call back they then shut off our power at 7:15am. We received the call back at 7:30am and by them it was too late they would not setup the plan or take a payment plan even though we have been trying to get through to an agent since Friday to no avail because the tech had disconnected the service. How is it our fault your system is so bogged down that we could not get a live agent to setup the new payment plan and have been trying to for 4 days!!! We have a 6 week old baby whose breast milk in the freezer is spoiling as we speak and both the agent and supervisor told me basically they weren't owning up to anything and it was my fault I couldn't get through. The supervisor's excuse was I could do it online. Well online it clearly said "Online Payment Assistance is not available for this account, please contact us at *************** I feel like I'm in the twilight zone. Worst company ever!!!!!!!!!!!!!!!!!!!!!!

Desired Settlement: Turn the power back on and honor the payment arrangement we were calling in about to get the exact details and make payment on.

Business Response: Initial Business Response /* (1000, 5, 2015/08/12) */ August 11, 2015 Better Business Bureau Open Date: 08/03/2015 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: ***** ******** Service Address: 2 ******** ** Decatur, IL XXXXX The customer's complaint is in regard to service disconnection. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Ameren Illinois records indicate ******** ***** established natural gas and electric service at 2 ******** **** ******** on Apr. 13, 2015 (Ameren account number XXXXX-XXXXX). Ameren Illinois provides the following sequence of events pertaining to the complaint: 05/05/15 Ameren Illinois transferred the unpaid final balance of $2,020.75 from Ms. ******** previous account number XXXXX-XXXXX for service at ** ***** *** **** Decatur, to her current account at 2 ******** *** The balance at ** ***** *** was set up on a deferred payment agreement on Mar. 6, 2015. Terms of that agreement provided for 12 installments of $199.00. The deferred payment agreement was also transferred to Ms. ******** current account at 2 ******** *** 06/19/15 The deferred payment agreement defaulted when no payment was received by the previous bill's due date of June 16, 2015. 07/21/15 Ameren Illinois sent a non-pay disconnect notice in the amount of $1,758.55. The notice extended the previous bill's due date from July 16, 2015 until July 31, 2015 for receipt of payment to ensure service. 07/24/15 An Ameren Illinois representative discussed deferred payment agreement options with *** ********* (Ms. ******** boyfriend) and advised Mr. ********* that the Company needed to speak with Ms. ***** by July 31, 2015 to set up an agreement. The options offered to Mr. ********* were as follows: The amount to reinstate the previous agreement was $142.98 by July 31, 2015. If that option was chosen, the representative advised Mr. ********* that the next payment due by Aug. 14, 2015 would include the current bill charges of $242.72 plus the next deferred payment agreement installment of $199.00. A new deferred payment agreement was offered with a down payment of $193.00 by July 31, 2015 and nine installments of $199.00 or 12 installments of $149.00. 08/03/15 at 7:19 a.m. The electric service was disconnected for non-pay. Ameren Illinois then received a payment of $145.00 08/03/15 at 03:55 p.m. Due to Mr. *********'s difficulty in contacting the Company by phone, Ameren Illinois agreed to reconnect the service. The Company also agreed to reinstate Ms. ******** deferred payment agreement with a payment of $142.98. 08/04/15 at 11:56 a.m. The electric service was reconnected. The electric service has been reconnected, and Ameren Illinois initially set up a reinstatement of Ms. ******** deferred payment agreement, which would have meant the next payment of $441.72 would be due by Aug. 20, 2015. This amount was calculated as follows: $208.85 Electric service 06/23/15 to 07/22/15 +$ 31.73 Gas service 06/23/15 to 07/22/15 +$ 2.14 Late charge +$199.00 Deferred payment agreement installment =$441.72 On Aug. 5, 2015, Mr. ********* and Ms. ***** contacted Ameren Illinois about the next payment of $441.72 that was due. An Ameren Illinois representative agreed to set up a new deferred payment agreement. Terms of the new agreement provide for a down payment of $312.00 and 12 installments of $127.00. The agreement will be set up, and a letter confirming the terms will be sent as long as Ameren Illinois receives a payment of $312.00 by Aug. 20, 2015. Ameren Illinois encourages Ms. ***** to visit AmerenIllinois.com in the future to view information concerning her account. Unless the service has been disconnected, available options to set up deferred payment agreements are also provided online. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs *** ** **** ******* **** ******** IL XXXXX cc: ***** ********

8/12/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I live with a gentleman by the name of ******* ******* We have separated. They put his bill onto mine. I have never had electric through them. When I tried turning on my electricity they told me I have to pay his bill too. We are not even married and this makes no sense to me.

Desired Settlement: I would like them to separate the relation and allow me to obtain my own services.

Business Response: Initial Business Response /* (1000, 5, 2015/08/11) */ In reviewing the information, the customer recently established new service. Per a social security trace verifying benefit of service, an unpaid balance in an associate's name was transferred to her account. The customer has been advised to provide proof of residency to dispute the transferred balance.

8/4/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Ameren was paid twice for the same service, and they have not refunded the net amount.I had auto payment set up from my checking account, but since I was selling the associated house, I canceled this on June 29, 2015, and did an online manual payment of the balance due ($60.69) on that same date. On June 30, 2015, the auto payment also paid the same amount. On June 30, I called Ameren to confirm service was being transferred to the new owner, and that I'd be refunded the amount double paid. I was assured it would be taken care of. I then received a final bill for a small amount of service for 18.51. The statement deducted the prior payment of 60.59, but not the redundant payment. I sent them a letter and provided a copy of my bank statement, but have not heard back from them.

Desired Settlement: I want a check for the net amount of $42.18 sent to me ($60.69 overpayment less $18.51 due them).

Business Response: The customer's complaint is in regard to a refund. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following sequence of events and information. Ameren Illinois records indicate ******* ******* established natural gas and electric service at **** ** ******* **** ******* on Apr. 1, 1992 (Ameren account number XXXXX-XXXXX). Effective Jan. 30, 2012, the account was set up on Ameren Illinois' Direct Pay program, meaning that payments were automatically debited from Mr. *******' bank account on the bills' due dates. 06/09/15 Ameren Illinois sent a bill in the amount of $60.69, due June 30, 2015. The bill covered the period between May 6, 2015 and June 7, 2015. 06/29/15 Ameren Illinois received an online payment of $60.69. 06/30/15 An automatic debit of $60.69 was made from Mr. *******' bank account. Also on June 30, 2015, Ameren Illinois received a request from Mr. ******* to remove the account from the Direct Pay program. 07/01/15 Service was finaled in Mr. *******' name when another occupant/owner requested the service. 07/07/15 Ameren Illinois sent the final bill in the amount of $18.51. This amount was calculated as follows: $60.69 Balance on bill dated 06/09/15 -$60.69 Payment received 06/29/15 -$60.69 Payment received 06/30/15 +$21.64 Electric supply 06/07/15 to 07/01/15 +$34.64 Electric delivery 06/07/15 to 07/01/15 +$22.92 Gas service 06/07/15 to 07/01/15 =$18.51 Mr. *******' duplicate payment of $60.69 was applied to his final bill, leaving a remaining balance of $18.51. Ameren Illinois is unable to refund Mr. *******' overpayment received in June because the account no longer has a credit balance. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs cc: ******* *******

8/3/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have to pay $360 for the last 2 months. I don't have the money to pay the bill.

Desired Settlement: I want to be placed on a payment plan.

Business Response: August 3, 2015 Better Business Bureau Open Date: 07/27/2015 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: ********* ********** Service Address: *** **** **** Belleville, IL XXXXX The customer's complaint is in regard to a payment plan. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Company records indicate that ******** ********** established electric and natural gas service at *** ** **** *** **** A *********** ** XXXXX on 06/25/12 (Ameren account number XXXXX-XXXXX). On 04/16/15 Mr. ********* was approved for a Medical Hardship Certificate. This was valid for 60 days and the account was also set up on a Medical Hardship Deferred Payment Agreement. On 07/24/15 Mr. ********** called the Company and asked to setup a new Deferred Payment Agreement. On 07/24/15 The Company agreed to setup a Special New Deferred Payment Agreement for Mr. ********** due to the Medical Hardship Payment Agreement processing incorrectly to bill in only two installments. Mr. ********** spoke with a Company representative and agreed to pay $162.78 by 07/29/15 and then the remaining balance of $178 will be broken into three installments. The first two installments will be $60 and the final installment will be $58. The Company apologizes for the inconvenience of the Medical Hardship Payment agreement processing incorrectly. It appears that the ****** pledges posted to the account on 05/04/15 in the amount of $517 and this appears to cause the Medical Hardship to bill an incorrect installment amount on the bill that issued July 1st. This bill should have only included an installment in the amount of $86, but instead again billed the usage in addition to 25% of the balance, which should have only billed on the previous bill that issued 06/01/15. On 07/28/15 a Company representative called Mr. ********** and explained that we will setup a Deferred Payment Agreement once we receive a payment in the amount of $162.78 by 07/29/15. The remaining balance will be broken into 3 installments. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs *** ** **** ******* **** ******** ** XXXXX cc: ********* **********

8/3/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This account should not have been sent to collections. Regular payments have been made. I disconnected my service with Ameren when I moved at the end of March 2015. When I received the final bill I called to set up a payment arrangement, as I could not afford to pay the full amount. I had asked that payments be spread over the next 4 months and I provided my new mailing address for the bills to be sent. However, after I did not receive any bills, I called to inquire about the status of the account and to see if I could make a payment online. The billing statement had been provided to the wrong address. When I asked if my payment plan was still valid - I was told by the woman on the phone that she would have to ask her supervisor and they would call me. But even if the original plan wasn't valid - as long as I made regular payments of $20, the account would not go to collections. I went online the next day and paid $50 toward the bill. When I tried to pay today, I was told the account was in collections. I understand that I missed the first payment - but the initial mistake was Ameren's. And I did my best to rectify the situation and let them know that I did not receive a bill and made a payment! I am still willing and able to make payments on this bill - but I am working very hard on a limited income to pay bills every month and pay off other debts. I do not want this to negatively effect my credit.

Desired Settlement: I would like my account to be recalled from the collection agency. I would like someone from Ameren to call me and set up a new payment plan - I would like to make this month's payment as soon as possible.

Business Response: Initial Business Response /* (1000, 10, 2015/08/03) */ August 3, 2015 Better Business Bureau Open Date: 07/27/2015 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: ****** ********* Service Address: **** N ********** Apt *** Denver Co, XXXXX The customer's complaint is in regard to a payment agreement. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Company records indicate that ****** M ********* established electric service at *** ********* *** **** 2 ** ****** IL. XXXXX on 11/01/13 (Ameren account number XXXXX-XXXXX) On April 16, 2015 Ms. ********* called the Company and asked for a payment plan so that she could avoid her account from being sent to collections. The Company representative offered to setup a Final Bill Arrangement where Ms. ********* could pay a down payment in the amount of $21 by 04/30/15 and the remaining balance in the amount of $191.76 would be broken into four installments. The representative also confirmed the mailing address on the account as **** N ********** ST *** *** DENVER, CO XXXXX. The representative also explained that monthly statements would be mailed to her explaining the amount due for the agreement. On 04/17/15 the Company received a payment on Ms. *********'s account in the amount of $21. The Final Bill Arrangement was then activated and a letter explaining the details was mailed to Ms. *********. On 05/13/15 the Company mailed Ms. ********* a bill in the amount of $48 with a due date of June 3, 2015. On 06/08/15 the Final Bill Arrangement defaulted due to non-payment of the previous bill that was due June 3rd. On 06/17/15 the Company emailed ****** and explained that the Final Bill Arrangement could not be reinstated, but she could avoid collections by paying a minimum of $22 every 30 days to avoid it being sent to a collection agency. On 06/18/15 a payment was received in the amount of $50. After thoroughly investigating this complaint the Company has determined that Ms. *********'s agreement defaulted due to a payment being received late. Ms. ********* can still avoid her account being sent to collections by paying at least $22 every 30 days to avoid the account being sent to a collection agency. The next payment required on her account is due by 08/18/15 to avoid having the balance in the amount of $141.76 sent to a collection agency. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs *** ** **** ******* **** Decatur, IL XXXXX cc: ****** *********

7/27/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Ameren offered a pymnt plan on 7/6, called back on 7/20 and was told that was not available, refused to work with me, disconnect is today. I spoke with a seemingly knowledgeable Ameren UE customer service rep on 7/6, I explained to her WHILE she had my account pulled up on her screen that I had been on budget billing and it was just too expensive at approximately $450 per month. Her and I discussed the high amount and that it would be cheaper for me to get rid of budget billing. She explained that it would be effective that day, I asked her about the $450 currently due and to be disconnected on 7/23 and she explained that when the new bill came out on approximately 7/8 I should call back and request a Specialized Hardship Agreement, with that they would take the total due and divide it into 12 equal monthly payments, she stated it would be around $1200. I specifically asked if there were any qualifications to meet this program and she said no. We further discussed an energy audit to help lower the bill this winter. We ended our phone call. I payed my regular monthly bills since I had my electric bill squared away, I was able to catch up on some other bills. I received my final bill and called back on 7/20 to set up the agreement, I was told by the rude, uncooperative CSR that there was no program at all to help me, I had already had a payment agreement and they only allow 2 per year, I explained everything that I had been told, it did not matter to her at all. I asked to speak to her Supervisor, I was put on hold for 28 minutes and then we were disconnected. I called back and had to explain everything again, this CSR admitted that the rude CSR had put in her notes to NOT offer the original payment agreement that the 7/6 CSR had offered to me. This one however said there was another payment agreement of 50% down and the remainder over the next 12 months. I was told there was nothing else they could do, I asked to speak to a supervisor again at this time and was transferred, again told nothing they could do. I at this point felt I had no other choice but to accept this agreement. I was devastated over these events and do not have $565 that I can pay on 7/23, I paid other bills with that money because I was told it would not be due. I again contacted Ameren UE on 7/22 and explained the issue, asked to be transferred to a supervisor, again explained, asked that the call recording for 7/6 be listened too, she said that would take 24 hours, I asked to speak to her supervisor, she stated that would take 24-48 hours. I have exhausted all efforts in trying to get help from churches, organizations, friends, family, etc. - I am hoping the Better Business Bureau can help so that this does not happen to another person.

Desired Settlement: I would like the original agreement honored, which is the bill divided into 12 equal installments.

Business Response: Initial Business Response /* (1000, 5, 2015/07/27) */ In reviewing the information, Ameren does not offer payment arrangements on an account balance without an initial payment. A supervisor spoke with the customer last week and although the initial payment generally required this time of year is 50% of the balance; as a courtesy, we agreed to accept a smaller initial payment to place the remaining balance on 12 installments. The payment has been received and the account was removed from collections.

7/22/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Some months I am not billed by ameren then receive several bills at once or days apart stating that I'm past due on bills I've never recieved. This is an ongoing problem with ameren for myself and many others. Ameren doesn't bill me for one to two months at a time then in the same week bills me for 2 to 3 months at a time and sends me past due and disconnect notices with late fees for bills I never recieved. Most recently, I did not receive a bill the month of June. Then the weeks of July 6th and July 13th, I received four notices. Three disconnect notices for prior balances on bills I never received and a bill for a current balance due on July 15, 2015. I've called customer service several times regarding similar issues in the past. In April 2015, I complained to customer service again about not consistently not receiving a monthly bill and asked to have my bank account debited on a designated day ea month. I was told that they couldn't do that because the bill isn't due on the same day ea month and the billing cycle can range from 25 to 35 days, depending on when the meter is read and that I needed to go to their website to set up direct payment options. It's not ethical for a business to bill their customers late fees and send disconnect notices for services they've never been billed for. This has been happening to me and others in the area for years and we have no other options for electric services on the area. I hope the BBB can help with this situation. Thank you, ****** ****** account # XXXXX-XXXXX

Desired Settlement: Please adjust my bill without late fees and allow a timely manner for the bill to be paid when billed once for more than one month at a time. With all future bills, consistently bill me ea month for monthly services without skipping months.

Business Response: Initial Business Response /* (1000, 5, 2015/07/22) */ In reviewing the information, monthly bills are mailed to the physical address where the service is located. We suggest the customer contact their local Post Office to determine why the mail is not being delivered as the United States Postal Service website verifies the address we are using is correct. The customer also has the option to access her Ameren account information online via our website at www.amerenMissouri.com. Per our records, disconnect notices have been generated and late fees have been assessed due to missed or partial payments.

7/22/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I moved into my home 4 months ago with other people. One is ****** ******** who moved from 233 Orleans in Pacific, MO. An Ameren representative came to my home July 20, 2015 with a disconnection notice for over $2000. I called Ameren and the representative said ******'s bill was transferred to my bill because she lives at this location. I explained we are not related and was told they could add her bill to where she currently lives. To avoid disconnection, I need to pay over $500 by months end.

Desired Settlement: I want ******'s bill removed from my account and I would like to setup a payment plan for the balance.

Business Response: Initial Business Response /* (1000, 5, 2015/07/22) */ In reviewing the information, a balance has transferred to the customer's current account per a social security trace placing him at the previous address. In order to dispute this balance the customer will need to contact our Customer Call Center at X-XXX-XXX-XXXX to discuss the documentation required to start the dispute process.

7/10/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 12/12/13 I sign a contact for solar panels. My application was also filled out the same day for the ameren rebate. My application was approved shortly after that. I was then told by the solar company that Ameren put the money on hold or in a rebate queue process. I was given the website to check on the rebate status. The change to the process also changed my application from 12/12/13 to a date of 12/29/13. I was told this was the date that Ameren input my application in their system. I paid my the solar company the down payment of $**** on 12/12/13. I was told to check twice a month on the site until application were paid out or people drop of of the program. I paid a few thousand dollars over 20 months ago with nothing to show for it. This process was to take three month to complete at most. The website as not changed in the last 4 months (8 updates with just the date on the top changed). The date on the website is on 12/20/13 and the dollars paid out for the rebates has not moved up or down. My frustration is that my contract was signed earlier than the date they were on currently.

Desired Settlement: Free up the money as soon as possible. The website is not showing any updates. I would like an explanation of why is takes 20 months to go through a process that should only take 90 days to complete the process. It was not my fault that it took so long for my contract to get my application into your system. It seems only fair that it should have been the date of my contract and down payment was made.

Business Response: Initial Business Response /* (1000, 5, 2015/07/10) */ The Missouri Renewable Energy Standard, which provides for solar rebates to customers, includes a consumer protection to limit the amount that utilities such as Ameren Missouri will spend on compliance with the standard. Under that provision, the Missouri Public Service Commission (MPSC) approved a maximum amount that Ameren Missouri will pay in solar rebates of $91.9 million. As the demand for rebates quickly exceeded the availability, the MPSC also approved rules whereby customers would become eligible for a rebate on a first come first served basis according to the date that Ameren Missouri received the customer's application (or the date it was postmarked). The application in question was received by Ameren Missouri on 12/29/2013 and this date determined the customer's position in the solar rebate queue. As rebate commitments expire or projects are cancelled by customers, Ameren Missouri makes the associated funding available to the next projects in the queue. Twice monthly, Ameren Missouri posts charts to Ameren.com that show the total rebates that have been paid to customers as well the status of the rebate queue and the "cap date" (the date the last application to receive a rebate commitment was received by Ameren Missouri or postmarked by the US Postal service). As of 6/30/2015, Ameren Missouri had paid out $90.0 million of the $91.9 million available with the remaining $1.9 million committed to customer projects in the solar rebate queue. The cap date is currently 12/20/2013. It is unlikely this customer's project will receive a rebate commitment prior to the termination of the program given that less than $2.0 million remains to be paid (currently fully committed to customers) and there are several million dollars of projects with application received dates that precede 12/29/2013 that, like this project, also do not yet have and may not receive a solar rebate commitment.

7/9/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We are being over charged for electric that we are not using. Our bill is over $200.00 and we have not even put our air conditioning unit on.

Desired Settlement: Please put my bill at a fair rate. We haven't even put batteries in our central air conditioning unit.

Business Response: Initial Business Response /* (1000, 5, 2015/07/09) */ In reviewing the information, the customer is being billed for actual consumption registering on the meter at our current approved rate. We spoke with the customer on 07/01/15 and went over usage history. Budget Billing, our level payment program, was offered; however, the customer declined.

7/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ameren has failed to deliver a reasonable quality of service for the electric service at my home as well as 33 others located inbetween *** ******** **** and *** ******* **** is ********** ** XXXXX. In the last 4 years since I have lived at my home I have had ~2 outages per year that are NOT shared by my neighbors 20ft across the street in front of me, not 80ft in front of the neighbors behind me. I understand that sometimes it is the luck what areas experience an outage, however a 4yr time period in which it has become painfully obvious that there is a flaw in the service infrastructure for me and the 33 other residents on the mentioned island between *** ******** and *** *******. This has led to 2 FULLY stocked refrigerator and deep freezer contents being spoiled. As per the FDA website food is no longer good following 4hrs of a power outage. We are now on the 16th hr of power being out. In addition I have now had two fish tanks full of Cichlid south american fish expire due to this power outage and the water filter/aeration systems being down. My 4 month old son needed a neb breathing treatment last night and we were not able to, except for to go out into a terrible storm on terrible road conditions. This is not acceptable from a METRO utility company. In addition the original time of restoration was set to 1am....now, 10hrs AFTER 1AM, our service is still down AND the expected resolution time has been set to "Not Available". When I called they stated that they were tackling other areas with higher population outage. I am onboard with that..right until they put others into the queue ahead of us. Logically if their business model shows that it is more cost effective to restore service to higher numbers first than it would also be true that to FIX the issue that plagues the 33 people aforementioned would be cheaper to fix also than higher servicing circuits/lines. I pay EXACTLY the same per watt/unit of energy as the people across the street however I receive non-comparably worse service. Product_Or_Service: Electric Service

Desired Settlement: I would like recompense for the contents of my refridgerator which was stocked the night before the outage as well as my fish.....again. I would also like someone to contact me and let me know what sort of ETA I can expect on my service being restored and MORE importantly what they are going to do in the VERY near future to either raise my level of service to those within 100ft of me and how my price per watt will be adjusted to reflect a poorer quality of service in the interim.

Business Response: Initial Business Response /* (1000, 5, 2015/07/01) */ In reviewing the information, a thunderstorm swept through our service territory leaving several thousand customers without power on 06/25/15. Per our records, a tree fell on the primary wires that bring service to this customer's home. Due to wide-spread damage, repairs were not completed until 06/26/15. Although we make all reasonable efforts to provide service on an adequate and continuous basis; this outage was beyond our control and the customer's loss will not be compensated by Ameren.

7/1/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I moved and went to hook up my Ameren Acct. They stated that I owed a bill from 2002 in Moberly, MO. I told them I never lived there and they asked for proof. I said okay I will send it in. They did not accept so I made a police report like they asked through Kirksville. They now would like bills from 2002. I did not save any bills from 2002. The sheriffs dept said there is no way for them to find this from 2002. Ameren does not require anything but a SS number to get utilities hooked up, that's it! I do owe them for an address at my previous, but not the $500 from 2002 that is not mine. I have tried for months to get this figured out, but I found this appalling that anyone can hook up electricity with just a SS number no signature or nothing else.

Desired Settlement: I do owe them for an address at my previous, but not the $500 from 2002 that is not mine.

Business Response: Initial Business Response /* (1000, 5, 2015/06/24) */ In reviewing the account information and documentation the customer submitted, the transferred balance has been removed.

6/24/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I pay my AmerenUE bill to P. O. Box XXXXXX, St Louis, MO XXXXX. I had lights for January and February and they were disconnected in March. AmerenUE says that I owe them for a past bill for 2007 and 2008 for $1858.23 for 2607 Hebert but I never lived at that address. I have contacted the company and filled out documents they requested I fill out. I filled out forms for identity theft and everything but the company still insists that I owe this money.

Desired Settlement: I want the company to remove this bill from my account because this is not my bill. I never stayed at the address on Hebert street.

Business Response: Initial Business Response /* (1000, 5, 2015/06/24) */ In reviewing the information, the customer has been advised the transferred balance will not be removed as court documents verify she was the tenant of record for the address in dispute. This issue has also been investigated by the Missouri Public Service Commission and the billing was sustained.

6/23/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Reconnect fee will not be removed even though we were not notified 24 hours prior to disconnection per Ameren's general rules and regluations. Our electricity was disconnected on 5/28/15. Ameren claimed to have mailed us two disconnection notices, which we did not receive. Per their General Rules and Regulations document regarding disconnection and reconnection of service, Section C, "At least 24 hours preceding disconnection of service, the Company will make reasonable efforts to contact a residential customer to advise of the pending action and what steps must be taken to avoid disconnection." Absolutely no effort was made by Ameren to contact us to avoid the disconnection. Had someone called, we most certainly would have taken care of this as to not have our electricity shut off. I have spoken with several people at Ameren to at least have the reconnection fee waived since we were not notified, and they refuse to waive the $30 fee.

Desired Settlement: I want the $30 reconnection fee waived as well as the three installments of $64.66 for the deposit to be taken off of our bill since we were not notified as their policies clearly state.

Business Response: Initial Business Response /* (1000, 5, 2015/06/23) */ In reviewing the information, due to a slow payment history, disconnect notices were mailed to the customer's address on 05/09/13 and 05/13/15. There was no contact from the customer and the service was disconnected for non payment on 05/27/15. Due to the disconnection for non payment, a deposit was assessed and a reconnect fee has been charged. The deposit and reconnect fee will not be removed.

6/19/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Several years ago, Ameren removed a large box from my front yard and relocated it underground, again in my front yard. My yard was dug up for several months before the new box was buried (I have photographs). After the box was buried, they covered the yard with dirt and had a company, ******* Contracting (I believe) put down grass seed. Now every year, the yard caves in a little more in different spots which makes mowing hard. Also, we had lovely zoysia grass, which is now weeds where the ground was dug up. Also, there was a concrete slab in front of the box, and that was not removed, so grass will not grow there. I could buy top soil and have it delivered and zoysia grass but I really think AMEREN should have put the yard back the way it was originally. Also, I live next to the subdivision swimming pool, and sometimes the children walk across the lawn to the pool and I think I hope they don't fall on the uneven ground. Can you help me with this, or is there someone I can contact. Thank you, ***** ********

Desired Settlement: Just even out the ground where the digging took place and plant zoysia grass.

Business Response: Initial Business Response /* (1000, 5, 2015/06/19) */ In reviewing the information, we have no record of the customer contacting us regarding this issue. A field order has been issued to investigate in an effort to resolve the situation with the customer. Initial Consumer Rebuttal /* (2000, 7, 2015/06/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

6/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: they are telling me that are refusing to turn my electrictly on and telling me that it is on when it isnt and i turned on and off the breakers.it has been three hours sense my bill is paided in full and service is turn off no electricity. i have made several calls

Desired Settlement: turn on my electrictly plz

Business Response: Initial Business Response /* (1000, 5, 2015/06/12) */ In reviewing the information, the customer's service was disconnected for non payment on 06/09/15. The balance was paid and service was restored the same day.

6/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ameren did sloppy work and left trash and did some damage when they came onto my private property to move the electric service line to a new mast. On May 15, 2015 Ameren came onto my private property to move the electrical service to the new mast installed on my roof. Ameren did not notify me with the date and time they would be coming so they came onto my property without me at home. No one should be allowed to come onto private property without notifying the owner in advance the date and time they would be working on the property. The roof on my house was new and had just been replaced, and my driveway was sealed two days before Ameren came. When I came home in the evening I saw the electric service had been moved to the new mast. There was mud and rocks on my newly sealed driveway left there by Ameren. The roof had broken pieces of black plastic and black tape left on the roof by Ameren. The roof had black tar spilled or smeared by Ameren who had sloppily gotten black tar on the new roof. I called Ameren May 15 and was on hold for more than an hour. I complained of the sloppy service done at my house and asked that Ameren return to remove the two knob insulators they left on the side of my house after they moved their electrical wire. I received a recording that said Ameren would return to my house to fix the problem. I was told Ameren would come within 10 business days. Ameren never returned to clean up their mess and remove the two knob insulators.

Desired Settlement: I would like Ameren to compensate me for the black tar caulk they got on my roof.

Business Response: Initial Business Response /* (1000, 5, 2015/06/09) */ In reviewing the information, the customer's electrician contacted us in April to let us know they were relocating the service at the residence. Because we do not need access inside the home and there was no request to notify the customer in advance, our construction crew completed the work requested by the electrician in May. Per the information provided in the complaint, our Claims Department has reached out to the customer to initiate an investigation of the damage.

6/8/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I called about their recycling program because I have had my fridge picked up back in January and have yet to receive the rebate. I contacted Ameren and asked them about the rebate and they told me I need to call ********* I called ******** and they told me I'd receive the card in 15 days. After that time I called Ameren UE bank and they said to file a complaint against the corporation that does the recycling. I filed with them but nothing has happened.

Desired Settlement: I would just like to receive the rebate.

Business Response: Initial Business Response /* (1000, 5, 2015/06/01) */ In reviewing the information, the customer participated in our refrigerator recycling program. The refrigerator was picked up on 01/28/15 and the original rebate card was mailed on 02/23/15. The rebate card was returned on 05/18/15 as undeliverable. I contacted the third-party that processes these rebates and was advised the customer's sister contacted them on 05/29/15 to provide a different mailing address. The customer has been advised he should receive the new rebate card no later than 06/16/15.

6/4/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My name is ****** ******, Treasurer, of ****** ********** Baptist Church of Mexico, MO. I am writing in regard to Ameren UE and the overcharge that we have paid for the Church. I have contacted our local Ameren UE in person, by phone, and I have contacted the Ameren UE in St. Louis by phone and letter. (See attached letter). There is an error on the Church Ameren UE bill and we have unsuccessfully been able to rectify this mistake. We have been charged for a dusk to dawn light at a monthly fee of $32.21 per month. There has never been a dusk to dawn light on the corner of ************ and ***** Street in Mexico, MO. After contacting the Business Office, I was told that we had been charged since 1984 for a dusk to dawn light. We were just recently aware of these charges. I was not in a position of Administration until 1998 and I know that there was NO dusk to dawn light. We have been charged $32.21 for 17 years since I took charge. During that entire time there has never been a dusk to dawn light as we have a ****** **** ****** on that corner that was completed in 1999. We have paid in excess the following amount (just from the time I took charge): 17 years x 12 months x $32.21= $6,570.84 The property has also been inspected by the local Ameren UE and NO dusk to dawn light could be found anywhere on the property. There appears to be a problem somewhere and we are not able to get results. I was told that Ameren UE will only refund 2 years of the overpayment. We consider this to be very unfair, as we are a Non-Profit Church, in a predominately ******* ******** neighborhood. Therefore we have no recourse but to contact the Better Business Bureau for assistance and direction. To have paid this large amount of money over several years, it could have been applied elsewhere for the church. I will be more than glad to talk with you and if necessary meet with you in person. We hope to hear from you at your earliest convenience regarding this matter. You may contact me at the following address; ****** ******, Treasurer ****** ********** Baptist Church ** *** *** Mexico, MO XXXXX We have never missed a payment to Ameren UE, we have been fair with them for the services that we received, and we expect the same in return. Again, any assistance provided will be greatly appreciated. I have also enclosed a copy of the letter was mailed on May 1, to the Ameren UE St. Louis office. If you need any additional information, please do not hesitate to contact me.

Desired Settlement: Refund of $6,570.84

Business Response: Initial Business Response /* (1000, 5, 2015/06/03) */ This is a non-residential service and the account has been active since 1984. Recently, the customer called to question a lighting charge on the church account and wanted to let us know he does not think the church has one. We advised the account has been billed for a dusk-to-dawn light (separate line item on the bill each month) associated with the premise since 1984 and a field check was issued to verify. Upon investigating, our field personnel could not locate a light at the location and the premise information for the property was updated to stop the billing for the light. We have no records indicating when or why the light might have been removed; however, per our approved rules and regulations relating to an overcharge on a non-residential account, the lighting charges were credited for the maximum of 24 months.

6/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I just got off of the phone with one of your "managers" from the phone number XXX-XXX-XXXX. I was transferred to her after a rude associate couldn't explain miscellaneous charges and got an attitude with me the entire time. The "manager" wasn't any better!!!!!!!!!! ABSOLUTELY rude! She wasted my time the whole time I was on the phone with her and refused to get directly to the point like I had requested about 7,000 times! Now, this may sound petty, but I had already been on the phone (mainly on hold) with Ameren for over an hour!!!!!!!!!! I want my deposit back and to move on elsewhere. That's the only way I see a resolution to this as I have had NOTHING but issues with you people for the past 5 years! Which is exactly why you'll continue to lose customers. Product_Or_Service: Power Account_Number: XXXXX-XXXXX

Desired Settlement: I want my deposit back.

Business Response: Initial Business Response /* (1000, 7, 2015/06/03) */ June 3, 2015 Better Business Bureau Open Date: 05/20/2015 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: ******* ********* Service Address: *** W ******* Benld, IL XXXXX The customer's complaint is in regard to a deposit. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Company records indicate that ******* N. ********* established electric and natural gas service at *** W ******* **** Benld, IL. XXXXX on June 4, 2014 (Ameren account number XXXXX-XXXXX) When Ms. ********* established service at this address there was a deposit assessed based on her credit score. The total deposit amount was $392 and it was billed over five installments. On 12/02/14 Ms. ********* paid her deposit in full and the Company mailed a Deposit Certificate to her explaining that the deposit had been paid in full. The deposit certificate letter also explained the deposit refund criteria. After thoroughly investigating this complaint the Company has determined that Ms. *********'s deposit was appropriately assessed and will continue to be held until the deposit refund criteria are met. Below is an excerpt from the Illinois Administrative Code Part 280. Section 280.40 Deposits d) Refund of Deposits 1) Deposits plus interest shall be automatically refunded after being held for twelve months as follows: A) if the twelve months during which the deposit was held are within the first 24 months that a customer has received utility service, the deposit plus interest shall be refunded only so long as the service has not been interrupted for nonpayment or so long as the customer has not paid late four times if billed monthly, two consecutive times or three times if billed bi-monthly or two times if billed quarterly or semi-annually or so long as the customer's wires, pipes, meters or other service equipment have not been tampered with during the time the deposit was held which resulted in the customer enjoying the benefit of the tampering; B) if the twelve months during which the deposit was held were subsequent to the first 24 months that a customer has received utility service, the deposit plus interest shall be refunded only so long as the service has not been interrupted for nonpayment or so long as the customer has not paid late six times during the past twelve months if billed monthly, or three times if billed bi-monthly or two times if billed quarterly or semi-annually or so long as the customer's wires, pipes, meters or other service equipment have not been tampered with during the time the deposit was held which resulted in the customer enjoying the benefit of the tampering. After the deposit has been held for 12 months it will be reviewed for possible refund. Since Ms. *********'s deposit was paid in full on 12/02/14, the account will be reviewed on December of 2015 for a possible deposit refund. If Ms. ********* would like to disconnect her services at *** W ******* **** Benld, IL. XXXXX, we encourage her to call Customer Service at X-XXX-XXX-XXXX Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs *** ** **** ******* **** ******** IL XXXXX cc: ******* *********

6/3/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I left the power on in the trailer during the winter so the pipes wouldn't freeze. I haven't been there over 2 years. I wanted to pay my $211. They said yesterday there is a $400 tampering fee, even though I haven't been there. I'm trying to get power where I am now and they wouldn't cooperate or let me talk to the supervisor. I haven't tampered with anything. They won't let me set up a payment plan like I requested.

Desired Settlement: I'd like the bill to only be the $211, not the $400. I'd like the tampering fee waived.

Business Response: Initial Business Response /* (1000, 5, 2015/06/02) */ June 2, 2015 Better Business Bureau Open Date: 05/19/2015 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: ***** ******** Service Address: *** S ********** Waggoner, IL XXXXX The customer's complaint is in regard to tampering charges. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Company records indicate that *********** R. ******** established electric service at *** S ********** St. ********* IL.XXXXX on 04/17/2006 (Ameren account number XXXXX-XXXXX). On 04/15/15 the Company disconnected Mr. ******** for non-payment of a past due balance in the amount of $208.65. On04/20/2015 Ameren Illinois field personnel found that the inner and outer meter seals had been removed from the meter. On 04/21/15 the Company exchanged Mr. ********'s electric meter with a new meter due to the inner meter seal of the previous meter being cut. (Mr. ********'s previous meter number was XXXXXXXX and the new meter was XXXXXXXX). After thoroughly investigating this complaint the Company has determined that the Tampering Charges were appropriately assessed. Below is a breakdown of the electric tampering charges. $143.91 Standard Electric tampering fee $17.00 lock fee + $250.97 for unmeasured usage $411.88 Total Tampering Charges The unmeasured usage was an estimate calculated using historical usage at this address for the period of 09/25/14 through 04/15/15. Below is an excerpt from the Illinois Administrative Code describing the regulations regarding meter tampering: Section 280.200 Tampering a) Intent: Tampering with utility wires, pipes, meters or other service equipment is prohibited. The intent of this Section is to describe the process by which the utility shall bill the customer for the unauthorized usage when the utility has proof that the customer benefitted from tampering. b) Proof: The utility has the burden of proving by a preponderance of the evidence that tampering has occurred with the utility's wires, pipes, meters or other service equipment, that the customer has benefitted from the tampering, and that the utility's billing is reasonable. c) Investigation: When the utility has reason to suspect that tampering has occurred, it shall investigate without delay. d) Notice to Customer: Once the utility has full proof of the tampering, it shall report to the customer the details of the investigation. e) Remedy: As soon as the condition becomes known to the utility, it shall take steps to correct the condition and issue a corrected bill without delay. Pursuant to any tariffed meter tampering charge, before assessing the charge, the utility shall review the situation to determine if the person benefitting from the tampering was responsible either directly or indirectly for the tampering. Because Mr. ******** was the party most likely to benefit from the tampering of the meter, he is responsible for paying the total tampering charges of $411.88 before the Company could provide electric service to him again at *** S ********** St. ********* IL XXXXX. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs *** ** **** ******* **** Decatur, IL XXXXX cc: ***** ******** Initial Consumer Rebuttal /* (1500, 6, 2015/06/03) */

6/3/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Them suspending services should be reviewed. This is the second time I have had my services suspended. My bill is $218 and they cut my services off this morning. They said I have to pay $199 to get it cut back on. I just paid them 40 days ago. Its not like I have not ever paid them. They know that they are the only company providing me services. They are the only utility company cutting off services for balances this low. I owe them $218 and they cut off my utilities. Then they tell me I have to pay almost $90 of the bill to get the services cut back on. I have a 2 year old, and I can't sit in the house with no air in the heat. That's sad to cut off your customers utility off for such a low balance.

Desired Settlement: I want them to cut my utilities back on, and stop cutting my utilities off for such a small balance.

Business Response: Initial Business Response /* (1000, 5, 2015/06/02) */ In reviewing the information, due to missed or partial payments, disconnect notices were mailed to the customer. The customer did not contact us to discuss options available and the service was disconnected for non payment. Payment arrangements are not currently offered after the service has been disconnected; therefore, the customer was advised to pay the past due portion of the bill for reconnection. In order to prevent possible disconnection in the future, it will be necessary for the customer to keep the account current.

5/29/2015 Billing/Collection Issues
5/25/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I called in November to have gas service removed from a damaged property all they did was remove the meter left exposed live gas line In November lost are house to fire. Called ameron to have gas removed as house was in danger of collapse and gas line was right next to the house. They responded and removed meter and left a live gas line sticking two feet out of the ground right next to the damaged house. When I seen that the meter and electrical service was removed had no idea that there was still gas right next to the house. On March 7th I was loading debris into a dumpster on the south side of the house with a fork lift, this was debris from the collapsed roof, I was not demolishing the house , not digging anywhere at all just loading burnt roof when the house finished collapsing. When it did the north wall fell on the exposed live gas line breaking it off and causing a gas leak. Called 911 and fire dept and ameron was called they then dug up and shut off the gas that I thought was already off as the result of my call requesting it in November . They sent me a bill for 1405.90 for digging a three foot hole and reaching down and turning off the gas that I requested to have done in November .This all happened because an exposed line was left in an unsafe place I think the charges are unwarranted and was amerens fault to begin with.

Desired Settlement: I want the charge dropped as I feel it was not my fault at all as I had ask for gas to be removed

Business Response: Initial Business Response /* (1000, 7, 2015/05/18) */ May 18, 2015 Better Business Bureau Open Date: 04/28/2015 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: ***** ******** Service Address: ***** ******** Marissa, IL XXXXX The customer's complaint is in regard to Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. ***** ******** *** S ******** ******* (XXXXX-XXXX) BA: XXXXX-XXXXX According to our records, the Customer Contact Center received a request (from ******* **** Dispatcher ***** to disconnect gas service due to an emergency building fire at Mr. ********'s house on Wednesday evening, November 19, 2014. The gas serviceman who responded shut off the gas at the wedge seal; red-pinned the service; removed the meter (#3TCXXXXX-XXXX); plugged the inlet and outlet of the meter set; and noted the final reading (XXXX). The gas serviceman then sent the order for clerical follow-up-which included removing the gas meter from Mr. ********'s CSS account and closing the order (OAS # XXXXXXXXX) on the following day. In fire situations it is also common practice for us to cut the electric service at the pole and drop the service on the ground due to usually not being able to get to the house due to the working fire. On March 7, 2015, Mr. ******** used a fork lift to load debris into a dumpster on the south side of the house. The debris was from the collapsed roof. At that time the North wall fell on the top of the gas riser and ruptured the gas line causing the gas to blow. Mr. ******** dialed 9-1-1. Both Ameren and the ******* Fire Department responded. The 2-man crew worked 3.2 hours (on weekend overtime) to excavate at the main and use an existing control fitting (punch tee) to retire 100' of steel, 3/4" gas service and fix the leak. Additionally, the 1st Responder kept the work area safe and assisted with the repair. The customer was charged for the emergency repair. Upon further review of the incident, it has been determined that the charges assessed to Mr. ******** should be removed from the account. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs *** ** **** ******* **** Decatur, IL XXXXX cc: ***** ********

5/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ameren Missouri will not refund $196.13 charged to me inJanuary 2014 though I I moved in March 1995 from the apartment at **** ********* **** I found the actual bill, mailed COPY to them with FINAL BILL $14.59. Paid on March 14, 1995 w/cheque #1358.Ameron Missouri want a front and back copy of the check to refund my money though the bill reads on the stub FINAL BILL.

Desired Settlement: Refund the $196.13 I should NOT have been charged.

Business Response: Initial Business Response /* (1000, 5, 2015/05/15) */ In reviewing the information, the customer established service with us on 12/01/13. At that time, an unpaid balance from a previous account under the same name and social security number was transferred and included as a balance due on the first bill mailed. Per our records, the transferred balance was not disputed and payment was received in full on 01/10/14.

5/18/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Ameren UE This has been going on the last 48 hours. I called the call center & they informed me the shut my electric off because I owed $80. I sent in $80. I told her I had young kids in the house and I asked to speak to a dispatch op for this area. They transferred me to him, and they quit putting electricity on at 4:30. I said does this mean tomorrow morning you will do it? He said, yes. It is now noon and I still do not have electricity. I went to their building, and the lady there tells me another story that they do not do the reconnects now after 3:30. They have people standing around doing nothing. I feel like I am getting the run around because he told me he would it would be on this morning 5-14-15. My electric is a necessity because to use my water I need electric because we use an electric water heater. I can't even give my kids a bath without electric. I have a child that's under the age of 1 year old. This is a necessity and the extra charge needs to be gone. They are also telling me something about a $400 deposit, and how am I supposed to pay that if I can barely pay my bill in the first place?

Desired Settlement: I would like reconnect my electric as soon as possible & stop telling me they will be here and then not get here. I would also like them to explain this $400 deposit.

Business Response: Initial Business Response /* (1000, 5, 2015/05/18) */ In reviewing the information, due to slow payment history, a deposit warning letter was mailed in August 2014. A deposit was assessed in April 2015 when the service was disconnected for non payment. Because the monthly bill continues to include a past due balance each month, the service was disconnected for non payment again in May. The service was reconnected within 24 hours of receiving notification of a minimum payment. The deposit was assessed based on the customer's payment history and will not be removed.

5/11/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The purpose of this letter is to express our disappointment with the electrical service and customer service to our home at the address above. Since November 2013 we have literally replaced every appliance and electrical apparatus in our home. We finally called an electrician because we were at our wits end in October and because we were experiencing prob;ems with our new appliances. The electrician came out and could not find a problem. He told us to contact UE because he didn't think our power supply was adequate, his first thought was the number of transformers was not adequate for the number of houses. When we contacted Ameren in October, we were initially told that there was nothing Ameren could do it was not Ameren's fault. When I explained everything (primarily the fact that we incurred expense) then, and only then, did the Ameren representative admit there was a program and that it was no charge to us and that she would get an appointment set up. This irritated us because we have never been told these service are available and I do not feel I should have to incur cost to utilize them and I definitely should not have to fight to use them! When you came out to our house, I once again, had to justify why you should incur this expense. That is wrong! You have no competition and unlimited rate hikes! In addition, you were supposed to be there October 23rd and did not show or call. I finally called because I had to take off work and you finally showed the next day. Meaning I missed work twice in one week due to Ameren. When you finally show, I once again had to justify why I called. You checked the meter and said it was fine but you could put a black box on it to record any problems and an engineer would call us with the results in one to two weeks. We never got a phone call. I called you and was told someone would get back with us. In the meantime one of our neighbors informs us you people were on our property doing some work and it looked involved. We had noticed flags all over one side of our yard but there was no notification to us that work was going to be done on our property or what type of work (this was obviously intentional because you didn't want us to know the problem was yours!) Then Wednesday, November 26th in the late afternoon we received a voicemail from you stating everything was fine and that was it. We thought, ok, guess we need to get the electrician back out and incur further expense. Low and behold, the next week we see a Ameren crew in our yard and ask why they are there. They respond that you are putting in a new transformer! I don't believe in coincidences, especially ones that take on the connotation of a miracle! This coincidence/miracle is pretty obvious. We have incurred numerous expenses and inconvenience due to perished food, water, electronics, stainless steel microwave/convection over, two refrigerators (one of which was a stainless steel side by side), an upright freezer, hot water heater, washer/drying, battery charger, ect. I incurred further expense $269.00 for one visit in one attempt to repair the stainless steel refrigerator and washer, which of course, as you know, was useless because you were the problem all along! We go through all this and asked for nothing but an honest answer and find out after fighting to get what should have been offered, Ameren assistance, you deceived us. Ameren is not going to the expense to put in a new transformer in our front yard to be nice. We are not that stupid. You knew all along the problem was on your end and did nothing. That said we feel it is fair that Ameren share in the expenses incurred since this all started. Most of these appliances were purchased when we bought the house which is only five and a half years ago. In addition, we have even been having problems with the brand new appliances. For example, our new refrigerator we purchased last April had to have the ice maker replaced last week, Samsung has been out three times working on the washer that was just purchased last March. We found Ameren a questionable supplier before and now we are furious and this needs to be made right! You are perfectly aware of the problems we are having are your fault and you, happily, were going to let us incur more expense by having an electrician come out to fix a non-existent problem because you finally did what should have been done 13 years ago! I say that because our house was built in 2001 and Ameren knew then that there were more houses going in than originally specified, not utilizing gas heat and there was another house built 3 years ago and still you remained negligent and would not do anything! That said, we are requesting reimbursement for the two refrigerators ($1247.65) hot water heater ($260.80), washer/dryer ($1504.70), battery charger ($39.85), and a freeze ($893.04) that we have not replaced yet. Receipts for each item are enclosed along with an estimate for the freeze. We feel this is very generous on our part as most of the appliances we replaced were replaced with cheaper models (because we erroneously thought the problem was the manufacturer) and we are still going to be out the money for all the repair attempts, lost food and the other electronics, appliances ect. that we have replaced this past year. Our electric bill has more than doubled in the five and a half years we have lived in this house (when we move din our budget billing was $99.00 a month), now it is $224.00, and we are less one adult. In addition to having new efficient electronics and appliances! We pay every month on the budget billing and it is deducted from our checking account so it is never late. Ameren received it's money exactly when you want it and exactly how much you want! Based on the documentation send to us over the years for the increase in charges these charges are to pay for a better product and service. We just received documentation for yet another rate hike. Based on this situation, I think any reasonable person would agree, we are getting neither! Shame on you! Sincerely, **** and ****** ******

Desired Settlement: That said, we are requesting reimbursement for the two refrigerators ($1247.65) hot water heater ($260.80), washer/dryer ($1504.70), battery charger ($39.85), and a freeze ($893.04) that we have not replaced yet. Receipts for each item are enclosed along with an estimate for the freeze. We feel this is very generous on our part as most of the appliances we replaced were replaced with cheaper models (because we erroneously thought the problem was the manufacturer) and we are still going to be out the money for all the repair attempts, lost food and the other electronics, appliances ect. that we have replaced this past year.

Business Response: Initial Business Response /* (1000, 5, 2014/12/18) */ In reviewing the information, to report damage to their property, the customer would need to contact Corporate Claims Management, Inc directly at X-XXX-XXX-XXXX to file a claim for possible reimbursement. Initial Consumer Rebuttal /* (3000, 12, 2014/12/29) */ We feel this is being drawn out and now they are shifting this to the claims department. If they told us to file a claim when it happened this could all be over by now. We no longer have any of the equipment and don't have the appliances to get the serial numbers. We just want compensation for our losses that we have already submitted. We don't have the receipts for the original appliances or documentation because we didn't know we needed it. This all happened over the course of a year. Final Consumer Response /* (3000, 17, 2015/05/01) */ 4/22/2015: I am requesting reimbursement for the two refrigerators, freezer, battery charger, hot water heater, washer, dryer, etc... 05/06/15: Mediator called consumer and left voice mail message. 05/08/15: Mediator called consumer and left voice mail message. 05/11/15: This is not the same answer they gave us for the replacement transformer. They cannot get their story straight. We do not agree with their denial of our claim and their refusal to replace or appliances. We would like the case to show we are not accepting of their response. Final Business Response /* (1000, 18, 2015/05/01) */ 4/22/2015: Mediator left message for business. 4/23/2015: Mediator left message for business. 4/27/2015: I am returning mediator's phone call. I can be reached at XXX-XXX-XXXX. 05/04/15: Mediator called business and left voice mail message for ****** ******. 05/06/15: They did file a claim with Corporate Claims Management in January 2015 and the claim was denied. This case has also been reviewed by the Public Service Commission. We had a call from the consumer and we checked the voltage and it was good. We are not going to reimburse the consumer for damages. We were not receiving any communication from any other customers in the area that there were issues with the service. We do not have information to support her claims. We installed a volt meter and her voltage was good. We looked into the subdivision electric distribution and found the house were designed to be gas and were built with electric heating. We upgraded the transformer to accommodate the changes in the service area.

5/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Since August of 2014, they have overcharged me. I do not agree with the monthly bill. I filed bankruptcy and now they are overcharging me to recover the amount that was in bankruptcy. There is no way my electric bill should be higher than my gas bill in the winter. Everything in my house is energy efficient and I should not be paying $93.00 per month. Prior to the bankruptcy I was paying around $43.00 in the winter for electric.

Desired Settlement: I want them to come and check my meter and prove to me, I owe this amount of electric.

Business Response: Initial Business Response /* (1000, 5, 2015/05/05) */ In reviewing the information, a new account was established for the customer upon notification of the bankruptcy. The customer has been billed for actual usage recorded on the meter at her residence since that time and the monthly bill does not include any portion of the balance covered by the bankruptcy. Unfortunately, we have no way of knowing what is causing the higher usage; however, it does not appear to be a meter issue as we are receiving good daily readings.

5/4/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am a customer of AmerenUE. Last week, they disconnected me on Tuesday or Wednesday. I paid them $441 on 04/23/2015. That was what I was told I must pay to keep my service connected. The phone call with them was interrupted. I was told they would transfer me to pay the bill with my debit card but the call was disconnected when they tried to transfer me. I had to call another number to pay with my debit card. They disconnected me 5 days later. They said that I had not made arrangements to pay the bill while I was on the phone with them. I made the payment and thought it was taken care of. ******* of Washington Relief Assistant had been helping me make the payments. She made two payments. One payment for $221 to get my electric back on today. Her second payment was for $221 so that I would be ahead for the first. I received a bill today, 04/24/15, and none of the numbers on the bill make sense. Ameren told me that every time I make a late payment I would have to pay a depositof $87 until I made 12 consecutive payments on time. My usage is only $82.18. I am being charged $10.43 for a light on a pole that I did not have installed. A $60 Arrdars deposit is included on my bill and I don't know what that is. They charged $30 to reconnect when it should not have been disconnected. I am being ripped off by Ameren. They are charging me for deposits that I don't even understand.

Desired Settlement: I would like for the company to explain the bill I received today. I want them to waive the $87 deposit, when I am late. I want them to bill for usage and stop charging me deposits. I want them to stop disconnecting and reconnecting in order to get me money from me.

Business Response: Initial Business Response /* (1000, 5, 2015/04/27) */ In reviewing the information, a deposit was assessed when the service was disconnected for non payment. The deposit was divided into 3 installments with the first installment on the September 2014 bill, the second installment on the October 2014 bill and the third installment on the April 2015 bill. As a courtesy, deposit installments do not bill during the winter months (November through March). The deposit arrears on the monthly bill is for any portion of an earlier billed installment that has not been paid. Due to continued slow payment history, disconnect notices were mailed and a payment arrangement was offered. Per our records, the customer did not agree to the terms of the arrangement; therefore, the arrangement did not set up when the payment posted. Upon receipt of a pending pledge from an energy assistance agency, the service was reconnected. We have only been notified of one pledge totaling $221.21 and suggest that he contact the agency if he has any questions about the amount pledged. The customer can request to have the dusk-to-dawn light associated with the property turned off by calling our Customer Contact Center at X-XXX-XXX-XXXX.

4/30/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The property I got service for is our Primary residence. The compny will not give us residential rates. We purchased a set of buildings in November of 2014 with the SOLE PURPOSE of creating a residence in a 100+ year old building. Because the previous owners had used the building as acommercial place of business we are being chareged the commercial rates. This is our RESIDENCE. According to the Illinois statutes it qualifies as a residence and should receive the residential billing rates.

Desired Settlement: I want the electricity to be bille as a residence. I also wish a refund for the difference in the rates for all previous bills where the catagory was mis-applied..

Business Response: Initial Business Response /* (1000, 7, 2015/01/08) */ BBB Via Internet Open Date: 12/23/2014 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: ***** ****** Service Address: *** E **** LaPrairie, ILL XXXXX The customer's complaint is in regard to commercial rate assignment. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Ameren Illinois records indicate ***** ****** established service at *** ** **** **** La Prairie, on Nov. 12, 2014 (Ameren account number XXXXX-XXXXX). At this location, the Company last provided non-residential service to a plumbing and heating business. Mr. ****** has stated that he is renovating the premise to a residential structure. Ameren Illinois strives to be consistent with all customers regarding the revenue class for billing pursuant to the Company's residential service delivery tariff, as approved by the Illinois Commerce Commission: Rate DS-1-Residential Delivery Service AVAILABILITY 1. Service under this Rate is available for any eligible Residential Customer, as determined by the Company, within the territory served by Company under this Schedule where power and energy used at Customer's Premises is for predominantly Residential purposes, meeting the following criteria: a. Single-family dwelling or building containing two or more single- family units, where each unit is separately metered and used as a residence. On Dec. 26, 2014, an Ameren Illinois field technician visited the property to determine whether the revenue billing class should be revised. The technician found that there had been no new construction to convert it to a residential (single-family) dwelling. The door was locked, and the building was vacant. Mr. ******' account will, therefore, continue to be billed under Ameren Illinois' non-residential delivery service rate. Ameren Illinois encourages Mr. ****** to contact the Company when the residential renovation has been completed. At that time, the Company will re-investigate the revenue class under which the account is billed. Any change to the revenue billing class will then be applicable to future bills (not retroactive). Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs cc: ***** ****** Initial Consumer Rebuttal /* (3000, 9, 2015/01/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The buildings are NOT vacant. We live there. Quote: "Customer's Premises is for predominantly Residential purposes, meeting the following criteria: a. Single-family dwelling or building containing two or more single- family units, where each unit is separately metered and used as a residence." ` We meet this criteria. There is NO COMMERCIAL ACTIVITY being conducted at this location. There is just us living in the building. The decision is capricious and arbitrary, and self serving of in the sole interests of the electric company. I am not responsible for the actions or dealings of the previous building owner, and should not be penalized by them. Nor should we be classified as a vacant building on a single drive by during a holiday season. Final Consumer Response /* (2000, 17, 2015/04/30) */

4/29/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: ********************** was authorized to take $125 pmt, but instead took $358. I went online to make a pmt of $125 and the page errored out and I had to redo the information. I authorized $125 but they took $358. I called Ameren immediately to tell them what happened and have them cancel the pmt. They said they couldn't and to call my bank. So, I called my bank and they said since it was in "pending" status, Ameren had to cancel the pmt.So, I called Ameren again. I was hung up on but not before being transferred to 3 different depts. I have called the complaint # and am waiting on a call back. This is thievery.

Desired Settlement: I would like them to refund the difference that they took. I only can afford $125 this week.

Business Response: Initial Business Response /* (1000, 5, 2015/04/29) */ In reviewing the information, due to slow payment history, a disconnect notice was mailed on 04/23/15. On 04/24/15 we received automatic notification of a pending payment for the full balance due and the disconnect order was voided. Shortly after, the customer called to state the payment she initiated on line was made in error. We advised the customer she would need to contact her bank to reverse the payment as we will not issue a refund unless there is an overpayment on the account.

4/21/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: About 3 weeks ago, I spoke to this company, ******** at P. O. Box XXXXXX, St. Louis, MO XXXXX-XXXX, and was told that if I made a payment of $397, I would be eligible to be on a payment plan. I made a payment of $397 this morning. I called and spoke to the company to tell them that I had made the payment and I wanted to be set up on a payment plan. The lady I spoke to said that there were no notes in the system that I had talked to anyone. She put me on hold for about 10 minutes and then she came back and told me she saw notes on 03/03/15 but that is wrong. I spoke to them closer to the end of March. She told me that I have to pay an additional $510 today or they are coming to turn off my electric. I cannot pay an additional $510 today and I do not understand why they cannot put me on a payment plan. I have a 4 months old baby in the house and I cannot live here without electricity.

Desired Settlement: I would like for the company to leave my electricity on and set me up on a payment plan.

Business Response: Initial Business Response /* (1000, 5, 2015/04/15) */ Per our records, the customer called on 03/03/15 and was given two payment options based on the current balance due to prevent possible disconnection. We explained the account would be eligible for a cold weather rule payment arrangement with an initial minimum payment or an extension to pay the full account balance by 03/31/15. The customer agreed to the terms of the extension and the disconnect order was voided. The extension defaulted on 04/01/15 due to non payment and the account billed again on 03/19/15. On 04/14/15 we advised the customer the options offered on 03/03/15 are no longer available (cold weather rule period ended on 03/31/15). The customer has been advised of the initial payment required by 04/17/15 (before the account bills again) to set up a non cold weather rule payment arrangement.

4/16/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am a customer of AmerUE.I received a bill for over $1,000. I am disabled and have to have CPAPP machine which is electric to live through the night. They have turned off my electricity and will not turn it back on until I pay the $1,000 bill. They will not arrange payments are anything.

Desired Settlement: I would like for the company to turn on my electricity immediately.

Business Response: Initial Business Response /* (1000, 5, 2015/04/16) */ The customer was granted a medical hardship extension in March which voided the disconnection notice for 03/13/15 allowing the customer additional time to make payment or seek assistance. Due to continued non payment, disconnect notices were mailed notifying the customer to make payment by 04/13/15. The customer did not call to discuss payment due and service was disconnected on 04/14/15. Payment arrangements are not currently offered after disconnection; therefore, the customer was advised to pay the full amount of the disconnect notice for reconnection.

3/27/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a letter March 16, 2015 notifying me that a power line was too close to my rear deck and I have to have it moved. However, Ameren installed the line over 30 years ago. Also, I have been making payments for years and I recently received a statement indicated $259 is held and will be credited to my account after I make 3 monthly payments on time.

Desired Settlement: Ameren installed the power line and should have it moved. I would also like the $259 credited to my account.

Business Response: Initial Business Response /* (1000, 5, 2015/03/26) */ March 26, 2015 Better Business Bureau Open Date: 03/18/2015 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: **** ***** Service Address: XXXXX ******* Brighton, IL XXXXX The customer's complaint is in regard to a NESC violation and a deposit. Mr. ***** also filed an ICC complaint concerning these issues. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. NESC Violation: Safety for employees and customers is a top priority for Ameren Illinois. The National Electric Safety Code (NESC) dictates safety requirements for electrical facilities, including those that are customer-owned. The following diagram distinguishes ownership of electrical components. In accordance with a plan approved by the Illinois Commerce Commission Staff, Ameren Illinois has begun a notification process for customers whose service entrance does not comply with the NESC requirements. Customers are provided a letter urging them to contact Ameren Illinois so a field technician can be scheduled to visit their home and discuss corrective actions. The approved plan allows ample time for customers to make necessary repairs. If a customer does not contact Ameren Illinois after receiving the first notification letter, a second notification letter is then sent approximately 90 days later and so forth. Ultimately, customers have up to two years to make repairs before Ameren Illinois will be required by the approved plan to disconnect electric service. An Engineer Rep and a troubleman met this customer 3-17-15 to discuss the NESC violation. Attached are pictures of the violation. You can see from the pictures that there is an NESC violation for the service going over the deck. The pool has been removed, but the customer stated he might put one back in. The service mast needs to go through the roof to get the proper height over the deck. As previously shared with Mr. *****, it is the responsibility of the customer to make repairs as necessary to eliminate the NESC violation. The customer is encouraged to continue to work with and communicate with Ameren Illinois regarding the status of necessary corrections to their service entrance. The timeframe established for making repairs provides adequate opportunity before service would be eligible for disconnection. The Company will continue to communicate and work with this customer until the correction has been made. Deposit: Ameren Illinois records indicate **** ***** established electric service at XXXXX ******* **** Brighton, on Aug. 26, 1996 (Ameren account number XXXXX-XXXXX). A deposit of $259.00 was assessed on Mar. 30, 2000 after the service was disconnected for non-pay. The deposit was paid in full on Sept. 18, 2000. Ameren Illinois strives to be consistent with all customers regarding the refund of deposits pursuant to the Illinois Administrative Code Title 83, Section 280: Section 280.40 (h)(1) h) Refund Conditions for Deposits: 1) The utility shall automatically refund the deposit plus accumulated interest once the customer completes 12 consecutive months of service with fewer than four late payments, no disconnections for nonpayment and no tampering with the service, if the customer has no past due balance owing at the time of the deposit refund. Ameren Illinois reviews Mr. *****'s account on a monthly basis to determine its eligibility for deposit refund. At the last review on Mar. 16, 2015, the Company determined late or partial payments were received during the previous 12 months after the following bill due dates: 09/10/14 10/10/14 11/10/14 01/09/15 02/11/15 03/13/15 When the account has had fewer than four late payments during the previous 12 months, the deposit will automatically be refunded (assuming all other eligibility criteria, as stated above, have been met). Until then, Mr. *****'s bills will continue to state that a deposit is being held on his account. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs *** ** **** ******* **** ******** IL XXXXX cc: **** *****

3/27/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Ameren billed wrong person, wont change bill to correct person. March 2015 I notice my credit report has taken a 50-75 point hit so I investigate. A collections company has placed a adverse account on my record related to Ameren Illinois. The last time I had service with Ameren was when I lived in IL, but I moved away, sold the house I had rented out, and notified Ameren to end the landlord agreement. The new owner had the service moved to his name and everything was fine, I thought. After seeing this on my credit report I called the new owner and asked about it. He said that he had contacted Ameren and they said everything was fine but acknowledged that he had not gotten bills for when the house was vacant and would pay the bill for the time the house was vacant if they would send him a bill for it. So I called Ameren on March 12, 2015, the day after I discovered the creditors on my credit report, and asked about it.They said that the landlord agreement with me was still in full force up till December 2014 when they say I called and canceled it. The thing is I never called in 2014, I was completely done with Ameren back in 2011 when I moved out of state and sold the house. Ameren was absolutely no help and offered no way for the new owner to call in and get the bill moved to his name and sent to him so it can be paid. The service agent I spoke with demanded proof that I canceled the landlord agreement back in 2011, which I don't have, and offered no path or way forward to getting this error corrected and resolved. There are three partied involved here, myself, the new owner, and Ameren. The new owner wants to pay the bill but Ameren does not want to bill him per his request. Ameren, according to the service agent, is only interested in collection efforts directed at me.

Desired Settlement: I would like Ameren to: 1) Work with myself and the new owner to get the billing corrected and get paid for the service they provided. 2) Provide myself with a letter stating there was an error and it had been resolve to their satisfaction. 3) Upon being payed by the owner, direct their debt collection company, ****** Agency Inc. to completely remove this adverse action from my credit report on all three credit reporting agencies. 4) Expunge all records from ****** Agency Inc. related to myself.

Business Response: Initial Business Response /* (1000, 10, 2015/03/27) */ March 27, 2015 Better Business Bureau Open Date: 03/16/2015 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: **** ******* Service Address: XXXX Xth ** ** ****** IL XXXXX The customer's complaint is in regard to bill responsibility. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Ameren Illinois records indicate **** ******* established a landlord leave-on agreement with the Company on Jan. 29, 2009. Terms of the agreement provided that service at his property(s) would revert to his name whenever a tenant requested disconnection. The property at XXXX Xth **** La ****** was included on the agreement. The initial mailing address for the agreement and future bills was **** ** **** **** ********, IL XXXXX. The most recent mailing address provided to Ameren Illinois was *** ******* **** Apt. *** Dekalb, IL XXXXX. Ameren Illinois has no record that Mr. ******* requested cancellation of the agreement. Per the terms of the landlord agreement, service at XXXX Xth **** ** ****** reverted to Mr. ******* on June 2, 2014 (Ameren account number XXXXX-XXXXX) and remained in his name until Aug. 20, 2014, when a tenant requested the service. Subsequent bills were mailed to Mr. ******* at *** ******* **** Apt. *** ******* Ameren Illinois has no record that these bills were returned to the Company for incorrect address by the United States Post Office. On Oct. 2, 2014, Ameren Illinois referred the unpaid account to the following collection agency: ****** **** ****** ******** Las ****** NV XXXXX ************** Ameren Illinois also has no record that the current owner contacted the Company concerning billing for the service during the time in which it was in Mr. *******'s name. On Dec. 19, 2014, Ameren Illinois cancelled Mr. *******'s landlord agreement due to the unpaid balance on his most recent account at XXXX Xth **** ** ****** Per the terms of Mr. *******'s landlord agreement, billing was sent appropriately for the service at XXXX Xth **** ** ****** These bills were sent to the last mailing address Ameren Illinois had for Mr. *******. The current balance of $282.96 will remain on the account and is due and payable. Ameren Illinois cannot bill past service in Mr. *******'s name to another person. Ameren Illinois considers this issue to be between Mr. ******* and the current owner. The Company encourages Mr. ******* to contact the current owner to discuss payment/reimbursement of the bill. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs *** ** **** ******* **** Decatur, IL XXXXX cc: **** *******

3/26/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On february 17th Apex the sub contractor for ameren shut of our power to replace the meter after the fact they said we would be notified before hand, and failed to do so. Causing damages to my electronic equipment. Apex denied the claim I submitted as they neglected to knock on the door, and have us power down our equipment. Ameren, and Apex lied denying my claim. Ameren will do nothing about this matter to reimburse me for the damaged equipment as this is the fault of the company who openly said we will be notifying you before shutting off your electric, but failed to do so. I will have to buy three sinewave UPS's costing $600.00 to prevent this from ever happening again. As I fought with them by E-mail, and by phone to no avail. They don't care! This has been the worse experience ever with any company that was at fault.

Desired Settlement: Ameren damaged my 3 hard drives. I demand reimbursed for the three UPS"s that I will have to buy to prevent any further neglect also.

Business Response: Initial Business Response /* (1000, 7, 2015/03/26) */ March 25, 2015 Better Business Bureau Open Date: 03/11/2015 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: ****** ******* Service Address: *** *** *** St Effingham, IL XXXXX The customer's complaint is in regard to a damage claim. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. APEX changed out the customer's electric meter as part of the AMI project on 2-17-2015. Customer is alleging that the change out caused damage to his computer. APEX investigated this complaint and found the meter install to be done correctly. Multiple attempts by an APEX representative to contact Mr. ******* have not been successful. APEX continues to deny any wrongdoing on their part. An Ameren Illinois Senior Claims Administrator (Adm) has reviewed Mr. *******'s complaint and APEX's response. The Adm also called Mr. ******* without success. The Adm left a message with his contact information. After reviewing all information concerning the claim, the Adm agrees with APEX in the denial of this claim by Mr. ******* Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs *** ** **** ******* **** Decatur, IL XXXXX cc: ****** *******

3/19/2015 Advertising/Sales Issues
3/17/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 03/12/15 I received a notice from this company telling me they would disconnect my services on 03-24-15. I have called numerous agencies looking for assistance. These agencies tell us they have no funds or to call another day. The bill amount is $363. I told them I would pay them in full on 04-03-15 and they refuse to accept this date for payment.

Desired Settlement: I would like for them accept my terms of paying in full on 04-03-15.

Business Response: Initial Business Response /* (1000, 5, 2015/03/17) */ In reviewing the information, the customer has been advised a minimum payment is required by 03/24/15 to reinstate the recently defaulted payment agreement to prevent possible disconnection. Unfortunately, the account is not eligible for an extension as there has been no payment since December.

3/16/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Ameren did not disclose outdoor lighting charges when my family moved onto the property 4.5 years ago. My account number at Ameren is XXXXXXXXXX. We live at **** **** ******* Lane in St. Louis, MO. There is a telephone on the back-right corner of my property. On top of that is a light that acts as a street light. My family and I moved to the property in September of 2010. We never asked about the light, and were never informed by Ameren about the light when we moved onto the property. Our monthly bill, for years, was a simple postcard without any type of detailed outline of the monthly charges. Just recently, the bill had details outline. On March 3, 2015, I noticed a surcharge of $10.43 added to my bill for "Outdoor Lighting Charge." Apparently, I have been charged for the light at the top of the telephone pole. I was NEVER informed of this and want all monies returned that were charged without my knowledge nor approval. I also ask how many other people are being scammed by this practice of knowingly keeping information from customers and then deceiving them out of money every month. Again, I ask for all money returned for every month I was charged since Sept. 2010.

Desired Settlement: I will be satisfied only when I receive full reinbursement for all amounts they charged for the outdoor light that already existed on the property when purchased and that they never informed me of it.

Business Response: Initial Business Response /* (1000, 5, 2015/03/09) */ In reviewing the information, the dusk-to-dawn light associated with the customer's residence has been listed as a separate line item on the monthly bill since the account became active on 09/17/10. At his request, the lighting was terminated on 03/05/15. Unfortunately, these charges will not be credited.

3/16/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a letter stating that there would be a Deposit Required for Utility Service FROM Ameren illinois. My service was not shut off nor did I just move, the two things that usually garner a deposit. I have paid a deposit when I moved in well over eight years ago. I think this is a bullying tactic to require a deposit, which will be billed in installments and if I do not pay in addition to my monthly bill my services will be disconnected. If I am paying my bill, I have not tampered with their meter or been disconnected. I feel I should not have to pay this. Please help to right this wrong. Thank you Product_Or_Service: Utility Service Account_Number: XXXXX-XXXXX

Desired Settlement: Not to have to pay a deposit.

Business Response: Initial Business Response /* (1000, 5, 2015/03/16) */ March 16, 2015 Better Business Bureau Open Date: 03/09/2015 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: ******* ***** Service Address: *** ***** ** Decatur, IL XXXXX The customer's complaint is in regard to a deposit. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Ameren Illinois records indicate ******* ***** established service at *** ***** **** Decatur, on March 9, 2005 (Ameren account number XXXXX-XXXXX). Ameren Illinois has received numerous late payments. A deposit of $396.00 was assessed to the account on Feb. 27, 2015. Ameren Illinois strives to be consistent with all customers regarding the assessment of deposits pursuant to the revised Illinois Administrative Code Title 83, Section 280 (effective Nov. 1, 2014): Section 280.40 Deposits c) Calculation of Deposit Amounts: 1) Residential and small business customer deposits shall not exceed of the estimated annual charges for the service to that customer. e) Present Customer Deposits: 1) A present customer may be required to pay a deposit if both of the following conditions occur: A) The customer has paid late four times in the past 12 months; and B) The customer's account has an undisputed past due balance that has remained unpaid for over 30 days beyond the due date. Ameren Illinois has agreed to waive the deposit as a courtesy in March 2015 only. However, this waiver is notification that future payments must be received in full by the due date indicated on the bill to avoid the assessment of another deposit. Effective Nov. 1, 2014, the Illinois Administrative Code rules governing the assessment of deposits, as well as many other billing and payment processes, changed. Ameren Illinois encourages Ms. ***** to visit AmerenIllinois.com for further information about these changes. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs *** ** **** ******* **** Decatur, IL XXXXX cc: ******* *****

3/11/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Ameren is refusing to allow me payment arrangements in order to keep my services on.I contacted them to make an arrangement and was unable to start the arrangements. I didnt have the original payment and so my agreement never started. I contacted them recently after coming up with the initial payment and was surprise to hear from the rep. that they wanted me to now pay the whole thing. This is after I made a prior call to ask about this same scenario and was told that I could still make the initial payment of $272.00 to start my payment plan. Thats why it was such a surprise when I called back to make a payment on this plan. They are already oppressive to poor people and are fully aware when customers are having difficulty paying their bills. This is after receiving in the mail a threatening notice advising me that a deposit will be place on my bill due to late paymentsThis is deeply concerning to me since they already have added a deposit to my bill which is one of the reasons why I got behind in the first place since moving to the house where the services are rendered.How do you take a poor person who cant pay their bill in the first place then ADD A DEPOSIT! This action should be illegal!!! Product_Or_Service: ELECTRIC SERVICE Account_Number: XXXXX-XXXXX

Desired Settlement: I would like the opportunity to be able to make payment arrangements to pay off the $844.00 That THE OPPRESSIVE AMEREN UE IS DEMANDING ALL AT ONCE!

Business Response: Initial Business Response /* (1000, 5, 2015/03/11) */ In reviewing the account information, the customer has been advised to pay the full amount of their disconnect notice in cash by 03/16/15 to prevent possible disconnection. Unfortunately, the account is not eligible for a payment arrangement because the last 2 payments on the account were returned and have not been redeemed.

3/11/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The transformer was being replace or serviced on Prafford Lane and it caused all the patio lights to blow and blew out the transformer that regulated the lights. All lights were in working order prior to this work being done by Ameren.

Desired Settlement: Pay for damages - $568.

Business Response: Initial Business Response /* (1000, 5, 2015/03/11) */ In reviewing the information, we often find it necessary to disconnect power while performing maintenance repair on our equipment. While Ameren did interrupt service to replace a pole on 09/26/14, it is comparable to turning off a light switch and should not cause any damage. During our investigation we found no fault or lack of care on the part of Ameren and the customers claim was denied because of this. We apologize for any inconvenience or financial burden the customer has suffered.

3/3/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: 10/20/14To Whom It May Concern: Hello, my name is ***** ******** and I am a resident at **** ***** **** *** *****, *** XXXXX. My new phone number is XXX-XXX-XXXX. I have been living with my mother for sometime and I have bee affected by Ameren Missouri Company. Ameren Missouri Company does not show any professionalism, organization, consideration, or reliability. Due to circumstances our electricity was disconnected on 09/24/14. The bill was paid on 10/03/14 in the amount of $200.36. My mother called them on 10/06/14 and she said," a customer service rep told her that they closed her old account and open a new account." They didn't mail anything earlier to tell my mother about the new transaction from the old account which was #XXXXX-XXXXX. They took their time after the bill was paid in full and didn't turn on our electricity until 10/07/14. They still weren't please, after that was paid, we received another bill that was $310.24 on 10/07/14. The told her to disregard that. My mother stated that the customer service rep did not apologize or show any remorse for the inconvenience. Next, on 10/14/14, we received another bill for $170.00 because the account is new. The next billing they want us to pay is three installments for $56.67 or full $170.00 the date of this letter is from 10/07/14, the same date that the old account bill mailed for $310.00. Now, the new account number is XXXXX-XXXXX. They do not show any professionalism, organization, consideration, or reliability. There has not been anything to show proof of what's being deducted from the new account.

Desired Settlement: I will like them to apply a credit to our account because without any proof of documentation and only verbal communication. They can be telling my mother anything. I will like them to provide actual documentation on how they are charging us. Without residents they will not have any employment. Missouri deserves better!

Business Response: Initial Business Response /* (1000, 5, 2014/10/22) */ In reviewing the information, the service at this address was disconnected due to non payment on 09/24/14; the account was closed and a final bill was mailed. On 10/06/14 the customer called to report the disconnect notice amount was paid. A new account was established and service was reconnected the next day. Due to the payment history, a letter was also mailed to the customer advising a deposit has been assessed as a security precaution and will bill in 3 installments. Initial Consumer Rebuttal /* (3000, 12, 2014/10/23) */ ***Document Attached*** I am still not satisfied with a written statement. Ameren Missouri still haven't provided any documentation to us. How do we know that, is how much we owe. This is exactly what I was speaking about. I will appreciate for them to apply credit to our new account, because I believe they are not adjusting our bill right. Why haven't they shown us any documentation on how they are, calculating our bill. They are very rude, disrespectful, and unprofessional company. My mother was in a situation that she needed help. The people that she received help from gave her $300.00 for the old account #XXXXX-XXXXX there has not been any proof to show how they have calculated our bills. Whatever happed to the $300.00 that my mother received form a STL-LHEAP; this was back from 06/23/14. We have not been shown anything that has shown us that they deducted the money that they were given, to apply to our account. We do not have anything from them to show why they closed our old account, this all was verbal communication. Why haven't they provided me any documentation? I have attached $300 from STL-LHEAP. Again, I will like to see documentation on where that money went because Ameren Missouri was too unorganized, inaccurate on how they so-called took care of business and I will like to see more proof about documentation on how they calculate our bill. Thanks Final Consumer Response /* (3000, 17, 2015/02/10) */ 02-24-2015: I understand that you are talking to Ameren and will try and get a better understanding for us about the new and old billing. 03-03-2015: I still don't think that they have given me clear information on what has happened between the different bills and think that they should have called me to explain, not me having to get it from them. I understand that you have gone as far as you can in getting me clarification and if your explanation was not enough then I need to call back to Ameren for additional details. Final Business Response /* (1000, 18, 2015/02/10) */ 02-17-2015: (***** ****) I will turn your request for clarification between old and new accounts to ****** ******. She will either call you or email with additional information. 02-24-2015: (***** ****) I understand that ****** returned your call. I will ask her to email you her findings on this account. 03-03-2015: (****** ******) I can tell you that XXXXX-XXXXX was actually the middle account of the first account that was opened in 2002 at this address. There was $300 that was pledged that allowed us to reopen a new account XXXXX-XXXXX. There was $233 that was paid to close the old middle account and $110 still owed was moved into the current bill. The customer currently owes $46.94 which has a final due today. This amount is to satisfy a billing payment plan that has been established for them. The total amount on the bill is $251.80. The customer can call in and get a detailed explanation from our billing department. I would not be able to give you an email with this detail.

2/17/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I built a small cottage. Electric hooked up June. No bill or correspondence at any time since June. Electric turned off today. Ameren truck was here today. I thought they were reading the meter, since it had never been read since they hooked it up in June. They turned electric off. I have never received a bill, nor any correspondence. I thought since it was such a small amount of usage they read it quarterly. How can I pay a bill I have never received and have no idea how much it is, nor have an account number.

Desired Settlement: I need a bill, before I can pay a bill. I want my electricity turned back on.

Business Response: In reviewing the information, the customer called to request service for new construction in January 2014. The meter was set and service was activated on 06/12/14. All correspondence regarding the account was mailed to a Post Office Box that was provided at the time service was requested. The service was recently disconnected for non payment. Upon speaking to the customer, the mailing address was corrected and she was advised to pay the past due balance for reconnection. Unfortunately, it is the customer's responsibility to ensure that we are provided with the correct mailing address; therefore, payment is required for reconnection. Consumer Response /* (3000, 12, 2014/10/13) */ They sent my bill to the wrong address. I still haven't got a bill and they want to charge me a re-activation fee. I asked for it to be waived and they said a supervisor would have to call me back. It's been a week and no call. When I call it rings once then nothing. I still have no electric and no one has called. Consumer Response /* (3000, 17, 2015/01/23) */ 1/30/15: I have four other accounts with the business. I do not know where they obtained the address they sent the bills for the cottage. It is an old P.O. Box for a former business and I no longer have access to the box. My accounts with the business have always been paid timely and I have never been asked to pay a deposit before. I have paid the bill for the time the electricity was on at the cottage, but I am not willing to pay a reactivation fee of $155 and a deposit of $200 to have it turned on again. The electricity for the cottage has now been turned on via an account in my boyfriend's name. I want the account transferred to my name without paying the reactivation fee or the deposit. 1/30/15: I was told by the supervisor in October that I would be charged a fee and deposit even if I paid the bill in full. I will call the business and request that the account be transferred back into my name. I will follow up with the BBB if I have any problems. 2/6/15: Mediator left message to follow-up with case resolution. Business Response /* (1000, 18, 2015/01/23) */ 1/30/15: Contact phone number is (XXX) XXX-XXXX. We do not see anything on her account that would generate a reconnect fee or deposit. The consumer's bill was paid in full and the account can be transferred to her name without any fee or deposit, as long as a credit check does not identify any concerns. We do not have any record showing that she spoke to anyone here since the bill was paid in full.

2/5/2015 Problems with Product/Service
2/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our power was shutoff just before the weekend with no other recourse but to wait till Monday, with a child and loss of $300 in food. So, on Thursday, January 15,2015 the power was cut off at our residence at around 2:30 p.m. I didn't know the service had been taken out of my father's name and it was on for a month like this before they cut it off with no notice sent to residence which may well be within their right. I called immediately to start service but their policy is to not start service same day. So I turned it back on because I had no where to go and my 9 month child was in the house and a dog. So that's tampering and when they came out the next day, shut it off immediately with no recourse but to pay a fee to get it turned back on. We made the payment at 10:27 Friday 16,2015, and because they added an additional $17.00 to that fee they withheld the order to reconnect until I contacted them and that's when they told me about the fee, but waived it to submit the order at 3:00 p.m. My complaint is that our utility company has no contingency plans for people with children in the house even during the winter months to help people keep their power on. Now,I'm sitting with no power, food is going bad, dog is freezing, and even though it hits 40 degrees during the day, that's two nights it drops below freezing with no heat. Also, I tried between 3 p.m. and 7 p.m. to reach a supervisor to maybe see if they can reach a technician for a 10 minute procedure and they had all left early. And the customer service reps have no ability to reach the people in the field for what Ameren won't even consider an emergency or higher priority. I'm just wondering why they couldn't leave the power on and give us time to pay it, which we did that day, instead of cutting it off knowing that they have trouble doing anything between Friday at 7 p.m. to Monday at 7 a.m.and have no method of contacting them and/or getting anything done on the weekend. I know they used to, i was an electrician for 14 years and have had them come out on Saturday mornings to connect services. Nothing will come of this because I was wrong for tampering but felt i had little choice as they policies aren't all that realistically based on the needs of their consumers. I just think if you're going to run a company that handles one of the most essential utilities you could be bothered to have a few guys work weekends. But I guess no one could be bothered to spend 10 minutes on a Saturday to connect a service even when the forecast calls for below freezing tempratures at night.

Desired Settlement: For not being able to provide service in an efficient and timely manner and not developing an infrastructure that can establish communication between customer service and the field technicians in the car of what could be deemed an emergence in the middle of January. I don't know what can compensate for this. The child's mother has already lost 3 shifts from work.

Business Response: Initial Business Response /* (1000, 5, 2015/02/03) */ February 3, 2015 Better Business Bureau Open Date: 01/22/2015 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: ****** ********* Service Address: **** N ****** ****** **** Dr Decatur, IL XXXXX The customer's complaint is in regard to service disconnection. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Ameren Illinois records indicate ****** *********, the owner of **************************, Jr. Dr., Decatur, contacted the Company on Dec. 5, 2014 to disconnect service, stating that he had a bill that the tenant was not paying. Billing for the service was removed from the owner's name effective Dec. 8, 2014. The meters remained on for a short time to provide the tenant/current occupant with an opportunity to request service. On Dec. 12, 2014 and on Jan. 13, 2015, letters were sent to the property asking the current occupant to call Ameren Illinois to put service in their name. Because no one requested the service and usage continued to register on the meters (for which no one was being billed), Ameren Illinois turned off the electric service on Jan. 15, 2015. ****** ************* (Mr. *********'s son) immediately contacted Ameren Illinois on Jan. 15, 2015 to place service in his name. An Ameren Illinois representative advised Mr. ********* (the son) that service would be turned on the next available business day, Jan. 16. On Jan. 16, 2015 when Ameren Illinois arrived to connect the service, a Company field technician found the service had been reconnected by non-Company means and turned it off again. Also on Jan. 16, Mr. ********* (the son) was advised that the tampering fee of $143.91 must be paid before Ameren Illinois could then arrange to connect the service on the next available business day - Jan. 19. Ameren Illinois received payment of the tampering fee ($143.91) and connected service at the property on Jan. 19. Ameren Illinois sent two letters to the property (on Dec. 12, 2014 and Jan. 13, 2015), requesting the current occupant to call the Company for service. No one contacted the Company; therefore, electric service was disconnected Jan. 15, 2015. Ameren Illinois' business practice is to connect service on the next available business day. The Company attempted to do so on Jan. 16, 2015 and found the meter already turned on by non-Company means. After Mr. ********* (the son) paid the tampering charges on Jan. 16, 2015, Ameren Illinois then advised him service would be connected the next available business day - Jan. 19. The Company followed its established business practices in this situation. Tampering of Ameren Illinois equipment, including meters, is illegal. A meter lock replacement fee of $17.00 will also be assessed to Mr. *********'s (the son's) new account. Ameren Illinois advises Mr. ********* (the son) to contact his father for further information about why the service was originally disconnected. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs *** ** **** ******* **** Decatur, IL XXXXX cc: ****** *********

1/29/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Good morning. I have Ameren as my natural gas utility provider which provides heat and hot water for my home. I am a single mother of young children and Ameren has unjustly transferred a balance that I was not aware of from a previous account to my current account for my current home. The previous account is from at least 12 years ago, which is past the Statute of Limitations. I was not responsible for payment of that bill since I had a co-renter at the apartment at the time who was resposnible for receiving and payment of the Ameren bills. I have not seen a bill for the charges since that time or in the 12 years since then. The Missouri Statute of Limitations is 5 years for this type of account and Ameren is violating the Missouri Statute of Limitations for billing this past due amount to me. They have disconnected my service and as a result my children and I do not have any hot water or heat. This is a burden upon us since they cannot take warm baths. They have improperly disconnected my utility service for the past due amount from the previous account which is from at least 12 years ago and in violation of the Missouri Statute of Limitations of 5 years. They have incorrectly back billed me for this amount and incorrectly charged me for this past due amount. I have contacted Ameren twice by email and they have refused to remove the charges from the previous account which is in violation of the Statute of Limitations. I should only be liable for charges at my current home, which I have been in since late January, 2014. The previous account number is XXXXXXXXXX from *** ******* ****** ******** *** My current account number is XXXXXXXXXX for my home I am at now of ***** ***** **** ****** ********* ***** *********

Desired Settlement: I would like my utility service reconnected at my current home at ***** ***** **** ****** ********* ***** ******** under Account Number XXXXXXXXXX and the past due amount for the previous account under Account Number XXXXXXXXXX to be removed from my current account and address at ***** ***** **** ***** I would like any amounts I have paid for the past due amount that I was charged incorrectly for since it is in violation of the Missouri Statute of Limitations of 5 years refunded.

Business Response: Initial Business Response /* (1000, 5, 2014/10/03) */ In reviewing the information, the customer established new service in January 2014. At that time, we advised her of an unpaid balance that would be transferred in from a previous account in her name. The transferred balance was not disputed and arrangements were set up on 02/03/14. The arrangement defaulted when the June payment was not received and service was disconnected in July. Due to benefit of service, the balance will not be removed. The customer has been advised of the payment needed for reconnection and energy assistance telephone numbers were provided. Consumer Response /* (3000, 12, 2014/10/14) */ Good afternoon. Ameren is beyond the Missouri Statute of Limitations of 5 years to collect on the previous amount they show due on account for 206 Seawind Drive, Ballwin, Missouri. That account is at least 12 years old. Ameren is in violation of the Missouri Statute of Limitations to collect on this outstanding balance that I was not aware of until February, 2014. After researching the Statute of Limitations for this old outstanding balance, I was informed that due to the fact this amount is from at least 12 years ago and past the Missouri Statute of Limitations of 5 years for them to collect on this balance I am not to be held liable for this amount by Ameren. Why is Ameren allowed to not follow the Statute of Limitations for this amount past due amount from 12 years ago? In addition, Ameren has not provided me in writing an itemization as to what the past due amount is for at 206 Seawind Drive even though I have asked for an itemized statement of charges. This is required under the Fair Debt Collections Act. I have a right to know what the charges are for since I have not seen a bill for this and did not know until February of this year when I needed service at my current location that any amount was outstanding from over 12 years ago. I have a legal right to know what the amount is for including an itemization of the charges and when notice was sent regarding this amount. I would like to receive this information as well. Thank you. ****** ****** Consumer Response /* (3000, 17, 2015/01/29) */ 1/23/2015: Mediator left message for consumer. 1/27/2015: Mediator left message for consumer. 1/28/2015: Mediator left message for consumer. Business Response /* (1000, 18, 2015/01/29) */ 1/23/2015: I will have our legal department call mediator back. 1/27/2015: The consumer paid the full amount which is $1,283.56, in installments from February til May 2014. Statute of Limitation does not apply to our internal policy regarding balance due.

1/27/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Ameren Illinois insists that I am the ********* R ***** that owes them money. Ameren, Illinois, has assigned a collection account for $463 to CBE collections in Iowa. The account number is XXXXX-XXXXX, and the address is **** ****** ****** **** JR *** *** **** PEORIA, IL, XXXXX- per the bill they sent me in an email. I have sent them several pieces documentation to prove I am not the one they are attempting to collect from. They want me to fill out a fraud affidavit which I do not believe is necessary as a thorough check of the record against my information would clearly indicate that they have the wrong person. This is harassment and will not be tolerated.

Desired Settlement: I desire that they once and for all remove this ********* **** ***** from their records. I demand that they notify CBE group, the debt collector to remove my information from this account.

Business Response: Initial Business Response /* (1000, 10, 2015/01/27) */ January 27, 2015 Better Business Bureau Open Date: 01/21/2015 Complaint ID #: XXXX-XXXXXXXX Account #: XXXXX-XXXXX Customer Name: ********* ***** Service Address: **** ****** ****** **** ** *** *** Peoria, IL XXXXX The customer's complaint is in regard to billing responsibility. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Ameren Illinois records indicate ********* ***** previously held service in his name at **** ** ******* **** Peoria, between June 21, 2011 and July 25, 2011. On July 22, 2011, at the customer's request, the service was transferred from **** ** ******* *** to **** ****** ****** **** *** **** **** **** Peoria, (new account number XXXXX-XXXXX). Service remained in Mr. *****'s name at **** ****** ****** **** *** *** until Sept. 15, 2011, when another tenant/owner requested service. The final account balance for service at **** ****** ****** **** *** *** in the amount of $463.70 has remained unpaid. The account was subsequently referred to a collection agency (CBE Group, Inc.). Based on correspondence received from Mr. ***** stating that he did not request service at **** ****** ****** **** *** **** Ameren Illinois sent a fraud packet to him at *** ** *** **** Keokuk, IA XXXXX on Jan. 19, 2015. Because Mr. ***** is disputing the billing of charges in his name at **** ****** ****** **** *** **** **** **** Peoria, between July 22, 2011 and Sept. 15, 2011, Ameren Illinois requires completed fraud information. The Company will begin its investigation into this fraud matter upon receipt of the necessary documentation, including all of the following: copies of two forms of government-issued identification that have not expired from Mr. ***** completed, signed and notarized ID Theft Affidavit (signature must be notarized) copy of the police report from the police department having jurisdiction where the crime occurred proof of residency covering the time period when the service was active in Mr. *****'s name at **** ****** ****** **** *** **** **** **** Peoria (July 22, 2011 through Sept. 15, 2011). Examples of proof of residency include (but are not limited to) the following: Utility bills (phone, water, etc.) Lease agreement Insurance bills Pay stubs W-2s Bank statements Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs *** ** **** ******* **** Decatur, IL XXXXX cc: ********* *****

1/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am the president of my homeowners association. We have a street light out. I've reported 4 times; after the first report, Ameren Illinois provided a call to advise the light was repaired. It was not. Today, on my fourth reporting attempt, neither the answering agent or "supervisor" ****** displayed adequate listening skills. They keep referring to an outage report on the street light in front of my house. The light out in on the opposite end of my residence ... not near my house. The light is on an undeveloped lot next to ** ***** ****** *** Belleville XXXXX. The home next to this location has the phone number XXX-XXX-XXXX. This light has been out nearly 3 months. I have no idea if Ameren has dispatched on my second or third report, if a part is needed, if the initial reported repair was incomplete, etc. Ameren does not seem to have an efficient system to report street light outages at addresses other than your own. It is unacceptable to have this outage for multiple weeks due to safety and security concerns.

Desired Settlement: Other than actually repairing the light on the first report, I would like Ameren to enhance its systems to better allow reporting of street light outages other than a customer's own address, and adequate follow-up confirmation that the necessary work has been completed. A customer should not have to make an outage report repeatedly to the utility; job should be correct the first time. I am guessing Ameren does not dispatch at night to confirm adequate repairs on street lights.

Business Response: Initial Business Response /* (1000, 5, 2014/10/10) */ October 10, 2014 Better Business Bureau Open Date: 09/26/2014 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: *** ***** Service Address: 6 ****** **** ** Belleville, IL XXXXX The customer's complaint is in regard to repairing a street light. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. We have records of three street light outage reports, not four as stated by the customer. On 08-01-14 at 3:09pm, Mr. ***** reported a light out located between 9 and ** ****** **** ****** On 08-02-14 at 1:44pm, a lineman replaced an inoperable photocell for this light (on OAS order #XXXXXXXXX). Afterwards, he completed a screen in our order management system to have the customer called back and advised the light was repaired. On 09-25-14 at 12:27pm, Mr. ***** reported the street (light) still not repaired yet. He was advised it had been reported already for **** ****** **** ****** On 09-25-14 at 12:34pm, Mr. ***** reported street lite out located at 46 Kingspoint Ct. in Belleville. A second lineman responded on 09-26-14 at 9:38am and met with Mr. ***** who took him to the light to be repaired. The lineman replaced an inoperable photocell and bulb for this light (on OAS order #XXXXXXXXX and #XXXXXXXXX) and completed the order. When customers call about non-working street lights, Company CSR's have been instructed to ask customers to provide an exact address near the light if possible, or request that they place a ribbon on the pole. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs *** ** **** ******* **** ******** IL XXXXX cc: *** ***** Initial Consumer Rebuttal /* (3000, 7, 2014/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) An interesting use of creative writing, but a few gaps remain. For some odd reason, Ameren remains fixated on the light in front of my house ... not the one that I have repeatedly reported. This case, and my calls, were not regarding the light in front of my residence. Yes, Ameren's response to this BBB case again focused on the wrong light. Aug. 1, I reported one light outage on the island across from the undeveloped lot next to ** ***** ****** Court. This is an isolated area with only one street light, and the outage was a security concern. ***** reporting this outage, I also mentioned that the light between my residence and 13 Pebble Hill Drive flickered on and off during the night. A day or two later, I received a message reporting the repair. I assumed it was about the light on ***** ****** Court. After additional calls to me about the ***** ****** Court outage, I walked (at night) to the location and confirmed the outage. I called Ameren once again Aug. 29, and again, the Ameren agent was fixated on the light at my residence. I again provided the ***** ****** Court location. I did not get any Ameren update(s) as promised, so I rechecked the light about two weeks later (I did not lot the date) at night. The light was still out; none of neighbors had seen Ameren activity. Another two weeks pass ******* an update. Sept. 25, with the ***** Pointe Court light still out, I again called Ameren. The agent again only wanted to discuss the light at my residence. Four times four I corrected her, and then asked for a supervisor. She also was focused on the light in front of my residence. I ended the call in frustration and contacted the BBB. No one at Ameren listens. I hope someone in management actually listens to the contact recordings. Moreover, apparently they don't read well either, based on this response. The next day, Aug. 26, a Ameren lineman called my home. He was parked in front of my home, there to repair the light ... guess where? Once again, his ticket was for an outage between my home and ** ****** **** Drive (which was still coming off and on at night). I went out to tell him that the outage was on ***** ****** ****** He had no information about that outage. Nothing! This repair tech, the first competent Ameren employee I'd encountered on this ordeal, wanted to check the light at my residence and said he would call me when finished. In about 5 minutes, he called and I offered to lead him to the location of the actual outage on Kings Pointe Court. A utility marker service had painted underground utilities at the location; both of us presumed that perhaps an earlier Ameren dispatch had discovered a problem with the buried power source. The tech said he could not fix that, but would check the light while he was there. I left. As for "When customers call about non-working street lights, company CSRs have been instructed to ask customers to provide an exact address near the light if possible, or request that they place a ribbon on the pole," on each call I provided the address and phone number for the house next to the outage location so Ameren could find. I offered to meet Ameren at the location. Again, this light is in an island in front of an undeveloped lot. Yet, each time they want my address and phone number instead of the one in question. Clearly, this poor system remains in place. Given the above, this base is far from resolved, regardless of Ameren Illinois Regulatory Affair's opinion. To this date, no one from Ameren has contacted me about this ongoing ordeal. No explanation has been offered on Ameren's inadequate documentation or service. Job-right-the-fourth-time is not acceptable. And, sadly, it appears Ameren is not taking any process improvement steps to avoid this sort of confusion going forward. Final Consumer Response /* (3000, 12, 2014/12/30) */ XX-X-XXXX: Mediator left message for consumer providing update. XX-XX-XXXX: I understand that Ameren has suggested tying a ribbon around that affected pole because according to BBB's Ameren contact all poles will not be numbered due to expense. I was told that also but the problem was getting the customer contact people to understand what I was trying to accomplish and it seemed that they would identify to my home address and not the location where the pole was. I understand that Ameren has training and procedures in place for their folks to follow but if an individual does not then the good result will not follow. I will let you close this complaint but I will continue to try to find a resolution that will help fix this issue. Final Business Response /* (1000, 13, 2014/12/30) */ 01-06-2015: (John) I am reviewing this and best practice on a street light outage is reporting the number on the pole. It appears that for some reason the poles in this subdivision were not numbered. I'm checking in the field to see if this has been done so customer can report issues without trouble in future. Will report to you the status. XX-XX-XXXX: I talked with the field and found out that not all poles will be numbered because of the expense involved. Our folks are trained to listen for specifics about where an issue is but in this case apparently that wasn't handled as well as it could have been. To help us with identifying a specific pole perhaps the customer could tie a yellow ribbon around the pole in question along with a street name and best approx location.

1/8/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been getting electric bills from a building that is owned by my children. The building is closed down and has been closed down but I keep getting bills over $500. I requested they send a tech out to check the wires and meter and they decline. They won't explain anything.

Desired Settlement: I want someone to go out and check the wiring and correct billing errors.

Business Response: Initial Business Response /* (1000, 5, 2015/01/08) */ In reviewing the information, we are receiving good daily readings from the meter at the address in question. As the usage fluctuates with the outside temperatures (lower usage when it is warmer outside and higher usage when it is colder) it appears the high usage is a result of electric heat (furnace may need to be serviced or thermostat may be set too high). The customer was advised of this information and he requested the account be closed effective 01/07/15. We recommend the customer turn off the breakers inside the building if the service is not needed as the service will be physically disconnected if the meter continues to register use.

12/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I had some check payments that attached to my account , i never submitted these payments. I have tried several times to resolve this issue , where everyone could be happy . The agents also told me I couldn't make payment agreements under the cwr unless I pay an enormous amount of money. I cannot afford to be something that I didnt do. My husband passed and cause an great loss in income. Which leaves me barely making rent payments. I have minors in my home , and the disconnection will cause medical hardship to me, causing stress which will leave my glucose level to escalate to dangerous levels. I am not trying to pay the bill I just need some more time.

Desired Settlement: I am seeking more time or cwr, i have applied to liheap. Either way it will get paid.

Business Response: Initial Business Response /* (1000, 5, 2014/12/04) */ In reviewing the information, the customer's account is currently in threat of disconnection due to several returned payments. Because the payments were applied to her account balance and stopped the threat of disconnection in September, the customer is responsible for redeeming them as the balance is owed on the account in her name. The customer has been advised of the minimum payment required in cash to prevent possible disconnection.

11/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am on Budget Billing and they wrote me a bill and said it was behind by $160+. I started sending payments in on the back billing amount and they told me they couldn't apply it to it at first because I had to call them and tell them I wanted it applied. Next time I sent a payment in, I called them up and told them I wanted it to be applied to the back owed budget billing. I did that for two months and this month they sent a bill saying that my budget billing is going to be $131. Last month it was $135 so I sent $135. This month they sent a bill telling me I owe $177 and asked me if I wanted to get off of budget billing. I asked why my bill was like this and I couldn't follow along with how she was explaining it because it didn't make sense. I am sending money in but my bill is only getting bigger. I told them they should be patting me on the back for paying my bill but yet they're punching me in the face.

Desired Settlement: I want them to correct their billing errors and pay my bill for 2-3 months.

Business Response: Initial Business Response /* (1000, 7, 2014/11/14) */ November 14, 2014 Better Business Bureau Open Date: 10/27/2014 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: ****** ***** Service Address: **** ***** *** *** C E ** *****, IL XXXXX The customer's complaint is in regard to budget billing. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Ameren Illinois records indicate ****** ***** established gas and electric service at **** ****** *** C, **** ***** *****, IL, on November 12, 2013. Ms. ***** requested enrollment in the budget billing program on November 12, 2013. The program provides that the account will be reviewed at the fourth and eighth month of each program year to determine whether the current budget billing payment amount is adequately keeping pace with the customer's actual electric usage. Per the terms of the settlement program, if the budget billing payment amount is determined to have changed by $3.00 or more at a review period, Ameren Illinois notifies the customer the amount will be adjusted via the monthly bill. Each bill sent during the program year clearly advises the customer about the difference between the cost of actual electric consumption (behind or ahead) and the amount being billed under the program. At the end of the program year, the customer is billed (or credited, if applicable) for the difference. The initial budget billing program amount was set at $135.00, beginning with the bill issued in December 2013. However, the actual monthly electric consumption at the property was higher by the end of the first program year ending in August 2014, as shown below: Bill Date Returned Item Fee Budget Billing Month Budget Amount Billed Actual Amount Used Payments 11.27.2013 (because there were only 14 days in this billing period) 01 $63.00 $57.13 $63.00 (12/06/13) 12.31.2013 02 $135.00 $160.08 $135.00 (01/09/14) 02.03.2014 03 $135.00 $188.05 $135.00 (02/06/14) 02.28.2014 04 $135.00 $173.02 $135.00 (03/06/14) 03.31.2014 05 $114.00 $144.24 $135.00 (04/08/14) $114.00 (04/23/14) 04.30.2014 06 $114.00 $102.73 05.30.2014 07 $114.00 $106.41 $93.00 (06/10/14) 06.30.2014 08 $114.00 $149.03 $114.00 (07/09/14) $34.16 (07/14/14) -$34.16 (returned payment 07/18/14) $50.00 (07/29/14) 07.18.2014 $15.00 07.30.2014 09 $131.00 $139.31 $114.00 (08/07/14) $50.00 (08/25/14) 08.28.2014 10 $131.00 $146.00 $135.00 (09/08/14) 09.29.2014 11 $131.00 $127.53 $50.00 (09/30/14) $127.00 (10/10/14) $50.00 (10/27/14) 10.28.2014 (settlement) 12 $101.76 $93.23 $101.76 (10/28/14) Totals $15.00 $1418.76 $1586.76 $1,601.76 The sum of the actual usage at the property ($1,586.76) and the returned item fee ($15.00) is $1,601.76, which is the total amount of payments received from Ms. *****. The account currently has a $0.00 balance. All extra payments of $50.00 have been applied to Ms. *****'s total account balance. Ms. *****'s new budget billing amount is $132.00 effective with the November 2014 bill. This amount represents the monthly average of the previous year's usage. Ms. ***** is welcome to make additional payments to her budget billing deferred balance. Ameren Illinois requests that she contact Customer Service at ************** to advise how she wants the extra payments applied to her account - either to the amount billed or to the budget billing deferred balance. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs *** ** **** ******* **** ******** IL XXXXX cc: ****** *****

11/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On Friday, June 13, 2014, at approximately 1:45 PM, I was driving west on Manchester Road in Des Peres, Missouri. While at the stoplight at Ballas Road, in front of *** ****'s church, I heard an extremely loud noise that sounded like an explosion. Something splattered onto my car's windshield. A few seconds later, the light turned green, and I was forced to begin driving. I pulled over into the parking lot of ****** ****** where I inspected the car and found several burn marks on the car's front and back windshields.I first called *** ****'s church to ask what had caused the explosion, but the church office was closed. Later, I called the Des Peres police department. When I gave them the time and location of the explosion, they quickly told me that a transformer had blown and that the area had lost electricity for some time afterward as a result. They suggested that I come into the police department to file a report, which I did that afternoon.That same day, I contacted my car insurance company, Progressive, to file a claim. They collected the information on what happened and told me that they would attempt to have Ameren pay for the damages. In the meantime, they told me that I would need to pay my $500 deductible to have my windshields repaired. On June 19, ********* **** ***** replaced my windshields and I paid the $500 deductible.In October 2014, I received notification from *********** that Ameren had refused to pay for the repair of my windshield. Product_Or_Service: N/A

Desired Settlement: I would like to be reimbursed $500 for my insurance deductible.

Business Response: Initial Business Response /* (1000, 5, 2014/11/17) */ In reviewing our records, ***********'s claim for compensation on behalf of the customer was denied when we were unable to identify any evidence of a problem at the location or any fault on Ameren's part regarding this incident.

11/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My mom had passed February 4th. I had an appraiser come and appraise the house so I could purchase the house. My brother moved out of the house and I came over to check the furnace and hot water heater. He gave me the keys to the back door and told me I'd have to get the lights turned on. I called to have the lights turned on and they said they had to investigate. I didn't know what was going on. Tuesday I came back and noticed the gate was open. I noticed the meter was gone. I called Ameren and they confirmed they got it because someone was stealing electric. I didn't know. I asked what we needed to do. They said to send something in showing where I stay at. I sent in documentation. They said it was a family issue and they would not get into family issues and I would have to pay the bill before they turned lights on. Apparently my brother ran the electricity bill up and I should not be responsible for that.

Desired Settlement: I would like to not be held liable for the bill.

Business Response: Initial Business Response /* (1000, 5, 2014/08/19) */ In reviewing the information, the service at this residence was disconnected for non payment in May. The meter was removed and diversion charges were assessed when our field personnel found service on with tampering at the meter. This issue is being investigated by the Missouri Public Service Commission. Consumer Response /* (-5, 11, 2014/10/15) */ Ameren Missouri is still trying to make me pay for a electric bill that I did not have service for. I have send them proof of my address of the time the balance occur. The balance that they have I did not stay at that address and they are still billing me that bill. I will send you all the document that I send to Ameren Missouri to show that I did not live there at the time stated on the bill. I live somewhere else. Consumer Response /* (3000, 15, 2014/10/17) */ See attached. Consumer Response /* (3000, 20, 2014/11/10) */ 11/11/14: Mediator called consumer and phone is not in service. An email was sent to ************@gmail.com requesting a return call. 11/12/14: I received your message and I will call you on November 12, 2014. 11/12/14: They took off $2,000 but they still say I owe $740 for diversion. I don't think this is fair. If I pay them then I am admitting to theft. I did not live in the house at the time and did not steal. On October 29,2014, I spoke to supervisor, *******, and she was going to send me a bill to my PO Box and I have not yet received it. My brother stayed at the house after my mothers death to protect the house. If he tampered with the electric, then he should be held accountable. I have health issues and am on disability. I need my electric to stay on and need a bill so I can pay for my current usage. 11/12/14: Mediator called consumer and sent email message. 11/13/14: I talked to ****** at the Missouri Public Service Commission and he told me I was not at fault and should not be charged the diversion fees. I will get the written documentation and forward. 11/17/14: ****** told me I needed to file a formal complaint with the Missouri Public Service Commission and I filled out the paperwork and mailed it. I will wait for their decision. Business Response /* (1000, 21, 2014/11/10) */ 11/12/2014: Mediator called business and left message for ****** ******. 11/12/2014: (****** ******) The service was disconnected in May of 2014 for non payment. We received a request to turn on the electric in August and found the meter was tampered with. She was not held responsible for the usage ($2,000), but we are holding the family responsible for the Service/Tampering charges ($740). She filed a complaint with the Missouri Public Service Commission and we are cooperating with their investigation. We sent a copy of the bill to her P.O. Box on October 29,2014 and her monthly bill was sent on November 6, 2014, to the P.O. Box. We are not willing to make an adjustment and am awaiting a determination from the Missouri Public Service Commission.

11/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ameren asked to bring the truck on my yard to repair a pole in my neighbors yard. They have not repaired the yard from the truck as promised. An ameren supervisor asked to be allowed to be allowed to drive a truck on my yard to repair a pole in my neighbors yard. I was told within a few days my yard would be repaired. Ameren has not repaired the ruts in my yard.

Desired Settlement: Fix the ruts

Business Response: Initial Business Response /* (1000, 6, 2014/07/30) */ July 30, 2014 Better Business Bureau Open Date: 07/22/2014 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: **** *** Service Address: ** ****** ** Wood River, IL XXXXX The customer's complaint is in regard to yard damage, tree trimming and easements. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. The customers' complaint has three areas of concern, yard damage, tree trimming and easements. We will address each concern separately. Yard Damage: The Supervisor Electric Operations (Supv) met with the customer concerning ruts made in the yard during a pole repair. The Supv was unaware of the rut situation. The Supv let the customer know that the ruts would be repaired. A landscaper was contacted to fill in the ruts and the job was completed 7-28-14. Tree Trimming: A Pin Oak tree with the trunk approx. 20-25 feet from the single phase primary line was maintenance trimmed by a ****** **** ******* crew. The crew pruned for typical clearance according to the Company's Veg. Program document specifications. Several cuts were made approximately 10ft. from the primary. Most of the pruner cuts were 1 inch or less in diameter, with the exception of two cuts that were approx. 4 inches in dia. The ****** General Foreman (Forman) and a Vegetation Supervisor (Supv) met with the customer at 8am on 7/23/14. They spoke to Mr. *** regarding the clearance the crews are expected to attain according to the program specifications. Additionally, they discussed the size of the cuts and proper laterals as the crews are to be following the ANSI A300 pruning standards when performing maintenance pruning. They also explained our 48 month trimming cycle and further explained that crews are currently still working on this circuit (RXXXXX). This particular crew was a bucket crew that was trimming trees they could reach from the street. Other crews will be coming through trimming the backyard trees that cannot be accessed with bucket trucks. There are no other trees on Mr. ***'s property that require trimming. The crew did a courtesy knock and spoke to Mrs. *** before trimming. Mrs. *** also came out of the house to observe while the crew was there trimming, which Mr. *** acknowledged that she did. The Supv showed Mr. *** the remarks on his account where the outbound tree trimming notification was entered on June 2nd. Mr. *** was still upset as he feels that his tree did not need trimming. The Supv advised the customer that he would place his account on our pre-notify list to insure that he is contacted before any future maintenance trimming is performed. Easements: Mr. *** had a subdivision plat showing a 12ft. utility easement. As a result of the design and angle of the line that crosses his property diagonally, he feels that the line is not built within the easement and therefore the trimming would be well off of the intended easement. The Real Estate Department has been notified of the customers concerns and has investigated the situation. A Sr. Real Estate Agent (Agent) sent the customer an e-mail on 7-24-14 and had phone conversations on 7-28-14. Real Estate has determined that our facilities are not located within the 6ft wide utility easement that was granted. The Agent explained that we would like for the facilities to remain in place and will do our best to rectify the situation as it exists now and obtain an easement for the current location of our overhead electric lines. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs *** ** **** ******* **** ******** IL XXXXX cc: **** *** Initial Consumer Rebuttal /* (3000, 13, 2014/08/08) */ Dear BBB, I am specifically requesting this case not be closed. Frankly, I find your logic Bizarre. How is it that you intend to close this case without my input? Ameren did fill in the ruts. So I am ok with that. As it turns out Ameren did not have an easement on my yard where my tree is to trim the tree that they butchered. So this was done illegally. They actually have an easement, but they failed to place their line within the easement and instead placed their wire illegally next to my tree. Then they illegally cut my tree. Also ****** tree service, which cut the tree as a contractor for Ameren by law is supposed to get permission to come on the homeowners property to cut. They obtained no permission so they were trespassing. Ameren has made no arrangements with me whatsoever regarding these issues. Frankly as I read about the problems that others have had with Ameren, I have grown to believe that Ameren is a lawless company that will basically do anything they can get buy with. I intend to bring my belief to the attention of the prosecutor in Madison County with the hope that he will press criminal charges. I have no idea if Ameren intends to pay me for my tree that was illegally cut or not. This has not been discussed. I asked them to evaluate if the wire can be relocated to be placed where they actually have an easement. They haven't gotten back with me as to if this is possible. At this point I am still under the impression that I will have to take Ameren to court to get justice. If Ameren is telling you this is closed, This matter is not at all code to being closed. Please do not close this complaint. Thank you for your cooperation in this matter. **** L *** Final Consumer Response /* (3000, 18, 2014/10/07) */ 11/04/14: Had I not investigated the easement issue; Ameren would have left their power line on my property and gotten away with destroying my tree. The original power line was removed from my property and relocated to the proper easement. One of the reasons I purchased this house several years ago was because of the trees. I have neighbors (down the street) that have had the same easement issues with Ameren and Ameren does not want to settle with them either. I was first offered a settlement of $500 for my butchered tree and that was not acceptable. I was then offered $1000 from their legal department and that too was not acceptable. It will cost me much more than a thousand dollars to remove the tree, grind out the stump and repurchase a new tree. I also asked for an apology from Ameren for what happened to me and my property and none was or will be given according to the Ameren Attorney. I plan to take this issue to small claims court in the near future. I might also pursue this issue with the Illinois Power Commission. From my point of view this issue is unresolved and will be dealt with in a small claims court. Final Business Response /* (1000, 19, 2014/10/07) */ 10/14/14: Mediator left a voice message for **** to return call. 10/28/14: Mediator left a voice message for **** to return call. 10/28/14: I am not handling this case any longer. It is being handled by in house attorney **** ****** at XXX-XXX-XXXX. 10/28/14: Mediator left a voice message for Attorney **** ****** to return call. 10/31/14: **** ****** returns call and requested that the Mediator call him at 10 am on Tuesday, November 4th. 11/04/14: The power line was actually installed off the easement and on the consumer's property. Ameren removed the line and reinstalled it on the proper easement. Yes, the tree was trimmed not knowing that the power line was incorrectly installed on the customer's property. Ameren sent a post card to the homeowner's address and had a notice in the paper regarding the trimming and ****** Tree Service actually knocked on the Consumer's door (not required by law), but no one answered the door. Ameren has made a reasonable offer to the consumer for a settlement over the trimming of the tree. The customer was not satisfied with the offer and offered their own version of a settlement which Ameren feels is not realistic. If Ameren and the customer cannot get together on a settlement, Ameren would be willing to take the issue to a third party for mediation or the Consumer can take Ameren to court or file a complaint with the Illinois Power commission or the Consumer can file a small claims court action against them. 11/04/14: Mediator left a message for Attorney ***** ****** to return my call.

11/14/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was reminded around Oct 11th to pay by Oct 22nd or my electric will be shut off. So I went online to my Banking Bill Pay Service and had them mail a check. I used the same method to pay my bill for 3 years. According to my bank records a it was mailed on October 14th and to be received Oct 17th. Based on the history of making the payment the same way for so long and the info I received from my bank I had no assumption the payment wouldn't be processed 5 days before the cut-off date. However, it wasn't processed and my power was cut-off. I was surprised to learn they didn't receive my check and I needed to pay to have it turned back on and I would be required to pay a $300 deposit since they had to turn off my power. I had no problem paying the electric bill over the phone. I thought it was already paid. I can just put a stop order on the check my bank mailed out on the check my bank mailed out. However, I do have a problem given the circumstance of doing exact same thing for 3 years and the information I had from my bank that I need to pay a $300 deposit. The Customer Service said I should have called on the 22nd to ensure it went through and if she removed the deposit requirement from me she would have to do it for everyone. Also, she said if I put a stop check in for the one my bank mailed on the 14th and they tried to cash it I would be charged an additional fee because the check wouldn't go through. Given the circumstances described as above I had no reason to doubt that the payment would have been received and processed by Ameren. Also, the required deposit should be removed from everyone with abnormal situations. Ameren finally processed the check my bank mailed out on 10/29/14. The check matched everything my bank stated and had a dated date of 10/17/14 on it. Which was the date Ameren was supposed to receive it. I don't know what happened between my bank mailing the check on the 14th to processing it on the 29th, but given the circumstance I shouldn't be required a $300 deposit.

Desired Settlement: Remove the required deposit requirement from my account. I included two documents one was in reference to the payment Ameren was suppose to have received on the 17th of Oct and one Ameren received on 31th Oct. Both done through my bill pay, processed the same by me and my bank. The one on the 31th was processed as scheduled...idk, what happened to the Oct 17th one.

Business Response: Initial Business Response /* (1000, 5, 2014/11/14) */ November 14, 2014 Better Business Bureau Open Date: 11/04/2014 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: ***** ****** Service Address: *** ******** ** *********** IL XXXXX The customer's complaint is in regard to a deposit. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Company records indicate that ***** L. ****** established electric and natural gas service at *** ******** *** *********** IL. XXXXX on 07/07/11 (Ameren account number XXXXX-XXXXX). On September 11, 2014 the Ameren Illinois mailed Mr. ****** a bill in the amount of $194.37 with a due date of October 2, 2014. On October 9, 2014 the Company mailed Mr. ****** a Final Notice Prior to Disconnection in the amount of $197.29 with a due date of October 21, 2014. On October 15, 2014 at approximately 7:00 A.M. the Company called Mr. ****** using an automated telephone calling system to notify him of the Final Notice Prior to Disconnection. The automated system recorded that the call was received by "Live Answer". The automated call stated that there was a Final Notice Prior to Disconnection issued for October 21, 2014 for the amount of $197.29. On October 22, 2014 at approximately 9:03 A.M. Mr. ******'s electric service was disconnected due to non-payment of the past due balance in the amount of $197.29. On October 22, 2014 at approximately 2:02 P.M. the Company received a payment in the amount of $195 via ******** ******* ****** and an order to restore Mr. ******'s electric service was then issued, as well as a letter explaining that there was a deposit assessed on the account in the amount of $392 that would be broken into three installments with the next three bills. On October 22, 2014 at approximately 2:20 P.M. Mr. ******'s electric service was reconnected. On October 22, 2014 Mr. ****** spoke with a Customer Service Supervisor and explained that he sent us a payment through his banks online bill pay service. Unfortunately, Ameren Illinois had not received this payment by October 22, 2014 when the services were disconnected. Ameren Illinois strives to be consistent with all customers regarding the assessment of deposits pursuant to the provisions defined by the Illinois Administrative Code Title 83, Section 280: Section 280.60(e) Present Customers A present customer whose service is discontinued becomes an applicant for service subject to the provisions of Section 280.50 herein for purposes of reconnection of his/her service. Section 280.50(a) Applicants for Service If, after a review of its own past service records, a utility finds that an applicant for residential service has failed to pay for past due utility service for the same class of service furnished to him/her at the same or at another address, . . . a utility may refuse to provide service, unless the applicant, at the option of the utility, pays any past due bill and/or provides a deposit pursuant to Section 280.70. . . Section 280.70(c)(1)(A) Deposits In the case of gas utilities and electric utilities, no utility shall request a deposit from an applicant for residential service or from a residential customer in excess of 1/6 of the estimated annual charges for service for the applicant or customer computed at the net rate for that class of service. . . . The deposit in the amount of $392 will remain on the account, but to lessen the financial burden the Company has broken it into five installments instead of three. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs *** ** **** ******* **** ******** IL XXXXX cc: ***** ******

11/14/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was told by an Ameren UE Customer Service Rep that I would receive a credit to my account and I have not received this. 10/20/14 - 27mins 46secs I called into Ameren UE about my budget billing. My call was about the amount of increase I had experienced in my bill from 5/01/2013 to 10/20/2014. My initial Budget Billing was set for 185/month and went as high as 364/month. The representative I spoke with and I discussed my options with Budget Billing and she informed me that my usages off of budget billing would be less than what I was paying with what Budget Billing was "predicting" I would use. She gave me my options and we discussed that if I paid my $364 bill, my $191 I was ahead would then be credited to my account once I cancelled my budget billing. She said the credit would apply to my account, I would have $40 something bill and in December, I would receive my bill based on usage. On October 23rd, I did what she said to do - I paid my $364.00 and cancelled my budget billing. Surprise, surprise, my bill did not get credited like it said it would. 11/10/2014 - 26 minutes 14 seconds I called in today to discuss my conversation with the representative I had on 10/20/2014, and spoke with someone who told me I was not eligible for the 191.00 credit that I had overpaid. He stated because I had not paid my most recent bill, I would not recieve the credit, and there was nothing I could do to receive the credit. I asked about the $101 ahead I was the month prior, and he of course had a reason I was not eligible for that credit either. The rep told me I was no longer eligible for the balance I had overpaid on my account. I'm sorry, excuse me? You mean you're telling me, that I have overpaid on my account and now I do not get to have that credited to my account? Seems like a reputable program you have running there, Ameren. I was in tears as the rep said there was nothing more he could do and when I asked to speak to someone above him, he of course could not find a supervisor for me to speak with. Although this representative I was told a supervisor would be contacting me within 24-48 hours - I am sure I will have to call back in. 11/10/2014 - 18 minutes 25 seconds I do not have much faith that the representative I spoke with earlier did anything to help me, so I called back in and spoke with another representative. This representative said she could not help me and that I would have to wait for the supervisor to contact me. I asked her, "So what you are telling me, is you cannot help me?" She stated that the person I spoke with prior was correct in telling me that I would not receive the credit. She read my bill to me and stated, "it very clearly states on the billl.." Making me feel that I was not educated, or smart enough to figure out how to read a bill. She then, in a very condescending tone, informed me that I did not pay my bill on time and asked me, "Why would you get a credit, you didn't even pay your bill on time?" I asked her to give me her name and she informed me her name was "******." (Of course she can't give me her last name or agent number). I asked to speak to ******'s supervisor and she told me that there was a supervisor call back in the system and she has to go by "protocol" and a supervisor will call me back. I informed ****** that I was not going to wait the 24-48 hours for a supervisor to contact me back. I asked her again to get a supervisor on the phone. I waited for 5 more minutes and ****** came back on the line to tell me that she could not have anyone speak to me because I already had a supervisor call order in place. She said someone would contact me in 24 hours. Tomorrow is a holiday, however, so it will be more like Wednesday. I am so upset and disgusted with this company. I have worked in customer service for over 10 years and have never, nor would I ever treat a customer like this.

Desired Settlement: I want Ameren to credit my account as I was told it would be on October 20th.

Business Response: Initial Business Response /* (1000, 5, 2014/11/14) */ In reviewing the information, the customer removed her account from Budget Billing (our level pay option) via the Ameren website on 10/21/14. Unfortunately, the budget adjustment (difference between actual billing and payments received) will not reflect on her account until the new bill goes out approximately 11/18/14. This information was provided to the customer on 11/10/14 when a leader called her back.

11/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My electric was shut off on 10/23/2014 I paid the $218 for the reconnection. they sent me a letter requesting a deposit of over $100. My complaint is they have never charged me a deposit and I don't feel I owe a deposit.

Desired Settlement: I would like them to waive the deposit charge and just let me pay my regular bill every month.

Business Response: Initial Business Response /* (1000, 5, 2014/11/10) */ In reviewing the account information, a deposit (twice the average bill) was assessed as a security precaution when the service was disconnected for non payment last month. The deposit has been divided into 3 installments and the first installment will be included on the April 2015 bill as we do not bill for deposits during the winter months (November through March). Unfortunately, the deposit will not be removed.

11/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I contacted Ameren on September 24, 2014 to set up a payment plan. They indicated I would owe 190.00 by October 17, 2014. I paid the 190.00 on October 15, 2014. On October 22, 2014, my power was turned off. When I contacted Ameren they said I was told October 7, 2014 is when the payment would have to be made. I heard October 17, 2014. They stated they pulled the phone conversation and it sounded like October 7, 2014. At that time they made me pay the full amount due of 574.00 plus they had already received the 190.00 in order to restore my power. They stated I had received two phone calls from Ameren about the service disconnection but I had not. I have never had my power turned off in 25 years of being their customer and asked them to look at the circumstances and that it was possible there was a communication breakdown. The point that I did pay the 190.00 should prove I was not trying to not make the payment. I thought the payment was paid 2 days before the due date. I also received a depost notice on October 28, 2014 stating that I was required now to make a deposit of 489.00 and would get the deposit back after 12 months of payments. I would think my 25 year payment history would be enough to waive this deposit requirement and the circumstances surrounding the payment arrangement would also be taken into consideration. Spoke with **** at Ameren on October 28, 2014 and he stated he cannot waive this fee.

Desired Settlement: I would like a refund of all costs associated with the disconnection of power and I would like the deposit requirement waived from my account. I would also like to be presented with other power options. Ameren has the corner of the market and can treat customers disrepectively because they know they can.

Business Response: Initial Business Response /* (1000, 5, 2014/11/07) */ November 7, 2014 Better Business Bureau Open Date: 10/29/2014 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: **** ****** Service Address: ***** **** *** ** ********* IL XXXXX The customer's complaint is in regard to a deposit. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Company records indicate that **** L. ****** established electric and natural gas services at 12895 **** *** *** ********* IL. XXXXX on 10-06-2008 (Ameren account number XXXXX-XXXXX). On 09-10-14 the Company mailed Ms. ****** a billing statement in the amount of $763.99. The due date shown on the billing statement was October 1, 2014. On 09-23-14 the Company and Ms. ****** established a deferred payment agreement to retire the then account balance of $763.99. Terms of the agreement requested a down payment of $190.00 by 10-07-14 and the remaining balance billed in 9 installments of $64.00 (final installment $61.99). A confirmation email of the deferred payment agreement was sent to the email provided by Ms. ****** (*******@bop.gov) with the following information: Amount deferred: $573.99 Required payment: $190.00 Payment due date: 10-07-14 Number of monthly installments: 9 Installment amount: $64.00 On 10-07-14, because the required payment of $190.00 was not received, the deferred payment agreement defaulted. On 10-08-14, the Company sent a Final Notice Prior to Disconnection in the amount of $763.99. The notice extended the previous bill's due date from October 1, 2014 until October 20, 2014 for receipt of payment to ensure service. On 10-09-14 the Company mailed Ms. ****** a billing statement in the amount of $926.76 (including the prior amount of $763.99). On 10-14-14 at approximately 05:18 P.M. the Company called the primary phone number on Ms. ******'s account XXX-XXX-XXXX using an automated telephone calling system to explain the Final Notice amount and due date. The automated telephone system noted Ms. ******'s account that the call had an "Answering Machine." On 10-15-14, the Company received a payment in the amount of $190.00, which reduced the past due balance to $573.99. On 10-22-14 at approximately 11:49 A.M. Ms. ******'s electric service was disconnected for non-payment of the past due balance in the amount of $573.99. On 10-22-14 at approximately 12:51 P.M. the Company received a payment in the amount of $575.00. The order to reconnect Ms. ******'s electric service was then immediately issued and a deposit required letter was mailed explaining that there would be a deposit assessed on the account in the amount of $438 and it would be billed over three installments with the next three bills. Deposit Ameren Illinois strives to be consistent with all customers regarding the assessment of deposits pursuant to the provisions defined by the Illinois Administrative Code Title 83, Section 280: Section 280.60(e) Present Customers A present customer whose service is discontinued becomes an applicant for service subject to the provisions of Section 280.50 herein for purposes of reconnection of his/her service. Section 280.50(a) Applicants for Service If, after a review of its own past service records, a utility finds that an applicant for residential service has failed to pay for past due utility service for the same class of service furnished to him/her at the same or at another address, . . . a utility may refuse to provide service, unless the applicant, at the option of the utility, pays any past due bill and/or provides a deposit pursuant to Section 280.70. . . Section 280.70(c)(1)(A) Deposits In the case of gas utilities and electric utilities, no utility shall request a deposit from an applicant for residential service or from a residential customer in excess of 1/6 of the estimated annual charges for service for the applicant or customer computed at the net rate for that class of service. . . . The deposit in the amount of $438 will remain on the account, but to lessen the financial burden the deposit will be broken into five installments instead of three, and will begin billing with the bill due at the end of November. Illinois Choice Illinois law provides all electric customers with the opportunity to choose their power supplier. Electric choice gives you the right to decide who supplies the electric energy that we deliver to you. We encourage you to consider all available electric energy supply options and determine which one will best meet your needs and preferences. For a list of supply providers, see our Web site at ******************************************************** Compare and decide what is best for your needs and preferences. Compare the prices between what you have been paying for the Ameren Illinois supply and the price provided by a new Supplier. Energy usage can vary significantly from month to month, so this estimate will apply only to the month you have chosen to compare unless you estimate a full year. To switch to an electric energy supplier, contact your chosen energy supplier and let them know you would like to begin buying your electric energy from them. If they have not already done so, they will most likely provide you with some type of contract or agreement. If you choose another supplier, Ameren Illinois will continue to provide safe, reliable energy delivery services and will respond in emergencies and provide storm restoration services. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs *** ** **** ******* **** ******** IL XXXXX cc: **** ******

11/3/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: What they have done is put my daughters balance on my account. The current balance is $988. She moved and did not pay her last bill and they put in on my bill. The charges are from the house she moved out of at *** ******* *** **** ****** MO. They told me I had to fill out a police report, fraud report from Ameran, they wanted information from my landlord that I lived here since 2008 and a copy of my drivers license, birth certificate, copy of Social Security Card. I have been fighting these charges since August. I pay my portion of the bill each month. I have complied with everything they have asked me to do and the charges are still on my bill. I proved who I was and that I never lived at the billing address of the charges. The police said she has been using my Social Security number.

Desired Settlement: I have done everything asked to identify my identity and I need these charges removed from my bill.

Business Response: Initial Business Response /* (1000, 5, 2014/10/24) */ Upon receipt of the information requested, the balance was removed from the customer's account earlier this week.

10/30/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been paying high electric bills for the last year. Every time I get it paid to almost nothing they add another deposit. I think I have paid enough in a year to pay for a few peoples electric. I filled bankruptcy and it should have been paid in full instead since then it has been alot worse. I feel like these deposits are due to me filling bankruptcy. I can't afford to pay the deposits. There needs to be something done about this.

Desired Settlement: I would like no more deposits and them make it good from are bankruptcy. By that I mean credit our account. Please explain why I'm paying more than one deposit.

Business Response: In reviewing the information, the deposit originally assessed on the customer's account in August 2013 was cancelled in January 2014 before payment was received when a cold weather rule payment arrangement was set up on the balance. Due to a continued slow payment history, a letter was mailed last week advising the customer a deposit of twice the average bill has been re-assessed as a security precaution and will bill in 3 installments. Slow pay deposits are not billed from November through March; therefore, the first deposit installment will not bill until April 2015.

10/30/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I own this building and have owned it for the last 3 years. I have had considerable problems with a couple of my renters. One tenant I had had a friend staying with her and paying her rent for her. I didn't realize they were not paying their utilities. They turned off her electric. They turned off her water too but I got that turned back on. The electric bill was sky high, around $1,000. The electric got turned back on and the tenant told me they made a deal with Ameren. A month and a half later, Ameren pulled the meter. I asked what happened and they told me they didn't pay the bill. She owed me at that point and I evicted her. I got a new tenant that wants to live there. I got on the phone with Ameren and they told me there was electric fraud on my property. They told me that the previous tenants were stealing electricity. I told them this wasn't my problem and they told me someone was going to pay for the service. They told me it would either be me or I would take it out of the tenants rent. They told me to get an attorney or pay the money. I told Ameren they could not hold someone else accountable for crimes committed by someone else. They told me this is where I have to talk to my attorney. Why should I pay an attorney $800 for something Ameren is trying to tap me with? Acct #; XXXXX-XXXXX

Desired Settlement: I want them to relieve me of any responsibility and get electricity to my unit. I have to get this tenant in this unit and have to pay this $143.91 and I would like to be reimbursed afterwards because this is not my fault.

Business Response: Initial Business Response /* (1000, 7, 2014/10/23) */ October 23, 2014 Better Business Bureau Open Date: 10/09/2014 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: **** ****** Service Address: **** ******* ***** IL XXXXX The customer's complaint is in regard to tampering charges. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. On July 30, 2014, the previous tenant at **** ******* ******* **** ** ***** ****** was charged with tampering charges. The previous tenant was billed and her account was noted for denial of service, account written-off. On October 6, 2014, a new tenant called to get service placed in her name at the same address. This was a new tenant for Mr. **** ******. A Representative (Rep) placed orders for her to receive service on 10/07/2014 for both gas and electric services. The Rep informed the new tenant that he did not see a meter on the premise and that she would need an inspection to get the services connected, plus that is the City of Alton's procedure to get an inspection before service is connected. The new tenant called Mr. ****** to inquire about inspections. On 10/08/2014 the gas at the premise was connected. Mr. **** ****** called back on 10/10/2014 to discuss the inspections that he needed. He spoke with member of the DDC Tech Team. The member incorrectly informed Mr. ****** that he needed to pay for tampering charges because he saw tampering charges were noted on the premise, not the account for the new tenant. Mr. ****** called back about 1 hour later requesting a call back from a Supervisor. Approximately 1 hour later a Supervisor called Mr. ****** back and incorrectly informed him that tampering charges needed to be paid in order for the new tenant to get electric service even though gas service had been turned on and placed in her name. At 8:30 am on Monday, October 13, a Supervisor, Business Administration & Customer Service (SBA) called Mr. ****** to understand his frustrations and his point of view regarding Ameren not connecting service for his tenant at **** ******* ******* The SBA then went on to the Revenue Protection Site and determined that the tampering charges had been billed to the previous tenant. The SBA then checked to determine if there was anything stopping the new tenant from obtaining service in her name. The SBA then determined that only thing needed for the new tenant to receiving electric service in her name was to inform her that she will have to pay a deposit to get service. At 9:45, the SBA called Mr. ****** back and informed him about the situation with all of the representatives and that we did make an error. The SBA let him know that we will be fixing the error within the hour and that the new tenant could obtain service. Mr. ****** asked when we could get out there to connect services. After the discussion the SBA arranged for orders to be placed to get service connected within the hour. At approximately 10:45 am, the serviceman was out there replacing the meter and connecting service, Mr. ****** was out there to meet him. The SBA gave Mr. ****** a call after the serviceman left and informed him that he could call her back if he had any more problems or concerns. We apologize for the confusion. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs *** ** **** ******* **** ******** IL XXXXX cc: **** ******

10/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We are on budget billing, paying $100 a month. What they do with budget billing is bring it up to 5-6 months later and send an entire bill. I paid $250 on it and was going to pay the rest next week and pay it off. I woke up this morning and my electric has been turned off. I was never made aware that they would come after 5-6 months with the rest of the bill and I didn't know that it would all rack up like that. I called and made another payment and they will not turn it on and said it will remain off until I pay the remaining $600.

Desired Settlement: I believe that since I was not made aware of this billing practice I should not have to wait until I pay this fee to have my electricity turned back on. I would like my services restored.

Business Response: Initial Business Response /* (1000, 5, 2014/10/29) */ In reviewing the information, the customer placed the account on Budget Billing, our level payment plan, in January 2014. Both the July and August bill gave notice the account would be removed from Budget Billing for failure to pay the account balance in full each month. The account was removed from budget billing in September for arrears and the difference between the cost of the actual electricity used and the amount actually billed while on Budget Billing came due. Disconnect notices were mailed for the past due balance and service was disconnected for non payment earlier this week. Unfortunately, the customer will be required to pay the past due balance in full for reconnection as arrangements are not offered after the service has been disconnected.

10/27/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Ameren acknowledges that I paid my bill on time but that it was applied to the wrong account in 2012 and has been incurring service charges. They told me that they would not credit the service charges off.

Desired Settlement: I would like a credit issued on account # XXXXX-XXXXX in the amount of $ 9.65 all service charges.

Business Response: Initial Business Response /* (1000, 5, 2014/10/24) */ Ameren Illinois records indicate **** ******* established service at **** ** ***** **** ******** **** ***** ***** on Sept. 21, 2011 (Ameren account number XXXXX-XXXXX). On April 4, 2012, Ameren Illinois received an electronic payment of $120.53. The account number entered by the customer for this payment was *********** (Mr. *******'s previous account for service at *** ** **** ***** ******** On May 8, 2012, Ameren Illinois transferred the $120.53 to Mr. *******'s current account and sent him a letter advising him that the payment was submitted to an incorrect account number. No late charges were assessed to Mr. *******'s current account as a result of the transferred payment of $120.53. On Oct. 3, 2012, Ameren Illinois received another electronic payment in the amount of $87.71. Again, the account number entered by the customer for this payment was Mr. *******'s previous account for service at *** ** **** **** After a review of final account records, Ameren Illinois transferred the payment of $87.71 to Mr. *******'s current account on June 26, 2013. Late charges in the total amount of $12.92 have been assessed to Mr. *******'s current account since October 2012. These charges were assessed appropriately and were not due to an Ameren Illinois error. However, as a convenience to Mr. *******, the Company has agreed to waive them. The total account balance is now $82.86 and is due by Oct. 30, 2014. Ameren Illinois encourages Mr. ******* to ensure that he is entering the correct account number when making future electronic payments so that the issue does not occur again.

10/27/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I believe that there billing practices is unfair and that I am being penalized for the mistake of one of their call center representatives. On or about Sept 10 I received a disconnection notice from Ameren seeking $526, on my disconnection notice it was marked for a past due balance as well as a deposit due. I immediately called the company to see if there was any way that I can set up any kind of payment arrangements. The first representative that I spoke with informed me that the only arrangement she could set up would require me to pay $531 which was more than my disconnection fee and that that the was only option that she had available to me. She then asked if I would like to speak to someone in the deposit department to see if there was any way that they could help me with that portion of the bill, I said yes and was promptly transferred. So I spoke with a representative in the deposit department who looked over my account and informed me that the deposit was included in the bill. That representative said that she would lower the deposit due monthly by breaking it up into six installments instead of three and that I would need to pay $305 by the 22 of Sept to avoid service interruptions. I agreed to that borrowed money from any and everybody and paid my bill on September 22 as promised. On Sept 24 I come home after working the overnight shift to find that my services had been disconnected. Since I don't have a phone I go down to my apartment complex office to use the phone to call. I spoke to a representative who informed me that the only notation on my account was from the first representative that I spoke to and that since I hadn't paid the $526 or $531 as required my service had been suspended. I then requested to speak with a supervisor. I then repeated the story to the supervisor and she also informed me of the same thing that the representative said that transferred me to her. I then asked the supervisor since the calls are recorded can they please go back and review the call. The supervisor informed me that they could but it would take 24 hours for them to do so and if they find that that in fact did happen the way I described it they could send someone back out to reconnect my services. I asked was there anyway they could put a rush on it because I have an asthmatic child who uses a nebulizer machine. They said they would do their best. The called ended about 9:50 am. I called back at about 6:30 pm to see if there had been any progress, the representative said she hadn't seen anything and to allow them at least until 11:00 am the following day. So Sept 25 I called back around 11:00-11:30 am, explain the whole story all over again and asked had anything been done as far as my account goes. The representative informs me that the call has still not been reviewed yet. I informed her that it has been way past the 24 hours I was promised, so she contacts a supervisor who says that will look it over promptly and call me right back. The supervisor calls back within 15-20 mins says that she has reviewed the call and that I was told $526 or $531. I informed her that it wasn't the first representative it was the second, so she says that she will take a listen and call me right back. So she finds that I was being truthful in my account of events and that someone would be out to reconnect me and they would take off the late charge and disconnect fee. There was no apologies, no reassurances, no nothing. So it is now October and I have received a disconnection notice due on October 22 for $427. Once again I call and was informed that the only payment plan would require me to pay $391 which honestly I don't have. I asked the representative why I am receiving another disconnection so soon and it feels as though I'm being penalized for the mistake of their associate. Had she given me the correct amount I wouldn't be receiving this disconnection notice now and that I don't understand why the keep doing this to me. I asked for an extension until Nov 3 so that I could apply for assistance and was told that wasn't available. Now I am waiting a supervior to call me back.

Desired Settlement: I am asking that Ameren either allow me to only pay the difference of the the previous disconnect balance in the amount of $221 because if I know that had I paid that amount I wouldn't be receiving this disconnection notice now or at least allow me until November 3 or 4 so that I may apply for assistance through local agencies when those funds become available. Even if I don't get the assistance that at least allows me a little bit of time to come up with that kind of money.

Business Response: Initial Business Response /* (1000, 5, 2014/10/24) */ In reviewing the information, the customer receives disconnection notices when a past due balance carries forward to the new monthly bill. In September, the customer's service was disconnected in error after a minimum payment was received and upon notification, the service was reconnected and the reconnect fee was waived. Disconnect notices were mailed this month for the past due balance. Upon receipt of payment, the disconnect order was voided. The remaining balance due is current charges only, however, if payment is not received by the delinquent date of 10/29/14 disconnect notices may generate when the new bill is mailed.

10/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: tried to get an extension on disconnect notice I have had some issues recently and was off work for several weeks I am back to work and have a disconnect notice I did have a returned payment on my account and a payment agreement which broke, I received a disconnect notice and called Ameren and they said they could reset my agreement if I paid 419.00 bu Oct. 16th I told them that although I am back to work I could try to come up with the money. They told me to call community services to try to get assistance, I did this and the supervisor of the township where I live called them he called me back and said that they had rescinded my disconnect because it was not sent out in a timely manner, I called customer service and they said that I need to pay the money by the 16th as they told me before after several minutes of trying to find out if the disconnect had been cancelled and being told the same thing over and over I asked to speak to a supervisor, the supervisor told me that I need to pay the money on the 16th or they could not guarantee my service, I asked if they had in fact rescinded my disconnect and she said that they had tried to contact me because they notice was not sent out in a timely manner. again I asked if this meant that my service will not be disconnected on the 17th she said she could not guarantee my service but that a disconnect will be issued after the 16th if I do not pay the bill I only need one more week as I am back to work and will get paid on the 23rd.

Desired Settlement: The only thing I want is to make sure that my service will not be disconnected as they stated to the supervisor of my township I just need a few more days to pay this bill. I have been paying off a big bill for the last 6 months or so and have had no problems however I did end up in the hospital and did not get paid for several weeks.

Business Response: October 23, 2014 Better Business Bureau Open Date: 10/16/2014 Complaint ID #: ************ Account #: *********** Customer Name: ************ Service Address: ************** ******************* The customer's complaint is in regard to a payment extension. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Ameren Illinois records indicate ************ established service at *** ** ******** **** ******* on May 8, 2013 (Ameren account number ***********). The Company provides the following sequence of events pertaining to the complaint: 09/19/14 Ameren Illinois and Ms. **** reinstated a previous deferred payment agreement. Terms of the reinstated agreement provided for a down payment of $434.21 (the missed payment causing the previous agreement to default) by Sept. 19, 2014, payment of $420.23 by Sept. 29, 2014, and six installments of $187.00 (final installment $183.92) to retire the then account balance of $1,973.36. 09/22/14 Ameren Illinois received a payment of $435.00. 09/26/14 The previous payment of $435.00 was returned to Ameren Illinois for insufficient funds. Ameren Illinois sent a non-pay disconnection notice in the amount of $435.00 (the amount of the returned payment). The notice extended the previous due date for the payment agreement of Sept. 19, 2014 until Oct. 8, 2014 for receipt of payment to ensure service. 10/06/14 Ms. **** established a provisional reinstated deferred payment agreement online at AmerenIllinois.com. Terms of the agreement provided for payment of $419.44 by Oct. 16, 2014 and six installments of $187.00 (final installment $183.92). This agreement was in addition to the $435.00 payment that was returned, meaning that the $435.00 was due, as well. The agreement was to be set up after Ameren Illinois received the down payment of $419.44. 10/06/14 Ameren Illinois sent a non-pay disconnection notice for the remaining past due balance in the amount of $1,567.97 (late charge included). The notice extended the previous bill's due date from Sept. 29, 2014 until Oct. 16, 2014 for receipt of payment to ensure service. 10/10/14 Because the 10/6/14 non-pay disconnection notice was mailed late, Ameren Illinois cancelled the disconnection for this month only. Installments on deferred payment agreements are due every month. On Oct. 17, 2014, an Ameren Illinois representative offered a deferred payment agreement to Ms. ****. Terms of the agreement provide for a $532.00 cash down payment by Oct. 28, 2014 and nine installments of $178.00 to retire the total account balance of $2,130.01. The deferred payment agreement will be set up when Ameren Illinois receives Ms. ****'s cash down payment of $532.00. Because Ameren Illinois has received two returned checks on the account in the past year, payments in the next 12 months must be made in cash. Ameren Illinois encourages Ms. **** to contact an energy assistance agency for possible help in paying her utility bill. The ****** agency in the ****** area is as follows: *** ******* ********* ****** **** ** ********** ************ ** XXXXX (XXX)XXX.XXXX Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs

10/21/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Our business is uses Ameren Illinois for our building's natural gas services. Our last payment was due on September 22, 2014. Our payment was issued and mailed the morning of September 18, 2014. Mail traveling from Springfield to Chicago (our location to the mailing address) typically does not take more than two business days. Our payment was not posted until September 29, 2014, and we have been assessed a late fee of $1.15. While the amount is small, I still felt it was in our best interest to investigate the 11 day delay in posting and unnecessary fee. ******** at the company informed me it was likely the mail carriers fault, but the fee was un-waivable. We have been timely in our payments for as long as we have had service with Ameren, and examining past bank statements show payments rarely take more than three days to post, not 11. This is unacceptable and I feel we are being unfairly punished for matters outside of our control.

Desired Settlement: We wish for the late fee of $1.15 to be removed from our account. Not only is the amount very small, but it was unnecessarily assessed due to circumstances out of our control after attempts at payment were made in a timely matter.

Business Response: October 20, 2014 Better Business Bureau Open Date: 10/15/2014 Complaint ID #: ************ Account #: *********** Customer Name: *** ******* Service Address:**** * *** The customer's complaint is in regard to a late payment charge. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Ameren Illinois records indicate ** ***** ***. ***** ***** ***. established service on Feb. 12, 2002 (Ameren account number ***********). On Sept. 8, 2014, Ameren Illinois sent a bill in the amount of $76.57, due Sept. 22, 2014. On Sept. 25, 2014, a late payment charge of $1.15 was assessed to the account because payment had not yet been received. Ameren Illinois received the payment of $76.57 on Sept. 29, 2014. Ameren Illinois posts payments when they are received. The Company has no control over mail delivery by the U.S. Postal Service. As a courtesy, Ameren Illinois has agreed to waive the late payment charge of $1.15 in this instance only. The current account balance of $78.70 is due Oct. 23, 2014. Ameren Illinois encourages Mr. ******* to visit AmerenIllinois.com for alternate payment methods, including online payments, to avoid future delays in the receipt of mailed payments. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs cc: *** *******

10/15/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Company allowed my account to remain open while I did not live at a house and bill is now 2,000 dollars I am a single mother of five. I moved out of my boyfriends place and got power set back up in my name. They are now saying I owe 2,000 dollars even though I had not lived at a place during the months the account kept getting charged. I understand if someone has to pay the bill, but they refused to even give me an extra few days to try to come up with the 1,000 dollars to start a payment plan. I was then told that if I did not have the money to pay half by the 14th that I wouldn't then be expected to pay the full amount before service could be started. I understand they are a business but I have five kids and am trying my best to make good on the bill even if it wasn't mine. I just don't know why the person I spoke to on the phone had to be rude, and threaten me about it. I don't know what else to do. But having someone imply I was a dead beat when I am already in a stressful situation was just to much. I just want some options to try to pay this off, but still have my power remain on so my kids won't suffer

Desired Settlement: It would be nice to not have to pay for the months I was not at that house, but all I truly seek is to be granted a little more time to pay off this massive bill, but still be able to provide my kids with a home with lights

Business Response: Initial Business Response /* (1000, 5, 2014/10/15) */ In reviewing the information, the customer called to establish new service in August. At that time, an unpaid balance transferred from a previous account in the customer's name. We advised the customer we have no record she called to close the previous account and explained she will need to contact the landlord of the property to work out the issue of responsibility as Ameren will not get involved. Payment arrangements were offered, however, due to non payment, the account is currently in the field for disconnection.

10/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Bad costumer service I received a disconnection notice for the 2nd of the month of October. I promptly paid on the 3rdof October as I always do. They said because I was not home at 9;00 am when they came and the main breaker was not shut off he didn't turn the power on. I tryed called and called and called to get them to come and get them to come back I am on oxygen at night. I have a son who has a Cpap he needs electric as do I . We could not be here and also the only thing that would have come on is the Air conditioner. This made my family lose over 100 dollars worth of meat and food items as losing electricity for over 4 days they say they will note reimburse me for the lost food

Desired Settlement: replacement of food.

Business Response: In reviewing the information, the customer's service was disconnected for non payment. Upon receipt of the payment the next day, a reconnect order was issued and the customer was advised to have the breakers off for safety purposes. We attempted to reconnect the service the same day payment was received; however, the breakers were not off and the reconnect could not be completed. The reconnect order was reissued on 10/03/14 when the customer called to let us know the breakers are now off. As it was too late in the day to be completed (orders are worked in the order they are received) the same day, the service was reconnected the next business day on Monday, 10/06/14. The customer will not be reimbursed for the loss of food.

10/9/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am a war veteran who's just welcomed my first son to this world. He was born May XX XXXX. The day after we brought him home from the hospital my company fired me. Maintaining my electric bill has been a major struggle since the beginning of 2013. In February our electric was shut off for a full month. Keeping my pregnant girlfriend warm in February wasn't easy but we suffered through it. I payed $700 that month and got assistance from community action to get our electric bill. When the electric got turned on ameren charged 800.00 in back fees for not being able to meet their budget billing requirements. And on top of that community actions agreed to a payment plan without my consent. After losing my job I called up ameren to make a payment plan and was informed I had already agreed to on and was explained as to how that went into affect. They also informed me that I wasn't the only one who had mentioned that the payment plan wasn't done with their consent. They told me I needed to pay a total of 1300.00 within the next 30 days to avoid service interruption. I adjusted my budget so I could give them 400 a week and have that 1300.00 payed off in time to keep it on. Now that I've payed the overdue 1300 there is still a current bill of 700.00 yet to be payed. I was told as long as I was consistent and showing progress it wouldn't be cut off but they still sent out another disconnection notice and now are not willing to work with me... I'm busting my butt to try to get everything caught up and they refuse to do anything to reach out and help a struggling vet with a newborn. I've been working with them but they refuse to work with me.. Last I spoke with them they said if I didn't pay the full 700 in full within the next 10 days I would be subject to disconnection. I am enraged that no one cares to give me the leg up that I require. I feel I deserve it more than most for I have slaved for it. I am also disgusted that they're the only option for electric and I can't just go with a different company

Business Response: In reviewing the account information, based on recent payment history, the customer's account was extended to allow additional time to pay the balance in full without threat of disconnection.

10/9/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Ameren failed to notify me of incorrect readings from the meter. I was notified 5 months later that readings and charges were incorrect. Ameren MO account #: XXXXXXXXXX I received a letter from Ameren dated 8/1/2014 stating: "Shortly after 3/5/14, the device that obtains readings from your meter stopped transmitting correct readings. Recently, our serviceman obtained an accurate manual reading from the meter. Enclosed is a corrected bill covering service from 3/5/14-7/5/14. This bill includes an adjustment made to your previously billed usage, an adjustment using the manual reading to correct previous bills, and current charges." Per the letter received, Ameren stated shortly after March 5th the meter stopped transmitting correct readings; they contacted us five months later to inform us that our billing has been inaccurate for four months. I was notified a month later that my balance is behind $505.03 which changed my monthly bills from $118.00 to $251.00 effective in October. Ameren did not come out to check the meter during the four months it was giving an inaccurate reading therefore they were providing inaccurate bills which I was paying monthly. It is not my responsibility to ensure the meter is correct, it IS my responsibility to pay the monthly bill I am provided, which I did. Based off of Ameren's failure to ensure their equipment is working properly, I do not find it my responsibly to pay $505.03 for Ameren's negligence. Ameren informed me in August that it was not working properly for four months, if it was not working properly for four months, there is no way to calculate an exact meter usage for previous months with faulty equipment. Ameren can not assume at the time they conducted a manual reading that the reading received was the same for all of the months the device was faulty. My finance called Ameren on 10/3/14 to speak with them regarding this issue. During the conversation my finance informed them that we are rarely at our 900 sq. ft. apartment and the estimated charges were outrageous since we do not use much energy. Ameren failed to provide me with correct bills for four months and then informed me I now owe back pay of $505.03. Again, it is Ameren's responsibility to ensure their equipment is providing accurate readings and that they are providing their customers with accurate bills for all months of service. In this case, they failed to do both. Due to this negligence I do not believe I should owe Ameren back-pay of $505.03. As a consumer, my responsibility is to make sure my service is paid for based off of the statement provided by the company which I have done since the beginning date of service.

Desired Settlement: Due to Ameren's negligence and their failure to provide accurate billing statements which I have already paid, I am requesting the alleged back-pay of $505.03 be removed as their equipment failed to provide them with accurate readings. If they were not accurate readings they cannot be sure that the back pay amount is accurate either.

Business Response: In reviewing the information, the customer called in July 2014 to report that she did not feel the billing is correct as the usage showing on the bill was quite a bit lower than the budget billing average she pays each month. Based on the information provided by the customer, an order was issued to check the meter. Upon investigation, we found the meter was still recording actual usage; however, the AMR (automated meter reading) module was no longer transmitting the correct readings used for billing purposes. The meter was changed on 07/14/14 and a manual reading was retrieved from the removed meter. This information was forwarded to our Customer Accounts Department and the customer was rebilled for the actual usage recorded on the meter. The balance due will not be adjusted.

10/2/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I had service at my old address. I received assistance from ***** ****** and they told Ameren to put me on a payment plan. I did not know about the plan until i received a letter in the mail. It was for 12 months. I got my service disconnected because i moved. Last bill sent to my billing address. My bill was nine hundred and something odd dollars. I know for a fact that i did not use that much electric when i had help. Ameren tacted on the remaining of the months if i were still using. Its not right that they can do that when someone already having trouble paying them and i never received a letter stating thats what happened. I had to inquire why my bill was that high. I cannot afford that high bill.

Desired Settlement: I want my bill to be down tp the right amount and not an amount thats added on and i nevet used the estimated amount. I lived at my prior address which is **** ***** ** *** *****, ** XXXXX from May 2012 -July 31, 2013. I contact them to send my last bill to the **** ******* **** Ok. Yes, those dates are correct and an itemized bill is the bill thats stating all charges. I never received a bill from Electric company until this year and i found oyt about the amount when i had my service switched over in June of this year. I only owe Bout $560, if not a little less or more.

Business Response: Initial Business Response /* (1000, 5, 2014/09/30) */ The customer recently established new service and at that time, an unpaid balance from a prior address was transferred to the new account. Per our records, the customer called to close the previous account on 07/30/13. In reviewing the information, the prior account was on budget billing, our level pay option. Unfortunately when the account closed, the budget billing settled and the difference in the amount actually used and the monthly average billed came due in addition to the unbilled payment agreement amount. The bill was not estimated and the balance left unpaid at the previous address is correct.

9/30/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We have been paying on our electric bill and they cut us off a week ago Monday. We are without electric, with no way to cook anything and hardly anything to eat, going day by day for food. The bill is with Ameren Missouri and we are both disabled. My husband has been disabled since 1990 and I have been disabled since 2003. We need to get the electric back on, and we tried to make arrangements with Ameren UE and they won't make any arrangements,

Desired Settlement: we are needing some help getting this back on.

Business Response: Initial Business Response /* (1000, 5, 2014/09/30) */ In reviewing the information, the customer's service was disconnected due to non payment. The customer has been advised of the payment necessary for reconnection as arrangements are not offered after disconnection during the summer months. This issue has been investigated by the Missouri Public Service Commission.

9/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ameren has not followed their procedures for refunding my utility deposit. Ameren Account Number: XXXXX-XXXXX In April 2013, my service with Ameren was disconnected due to miscommunication between myself and the company. I paid the bill immediately. Two months later, I received a letter stating that Ameren would require a deposit of $312.00 for my services (services that had already been established and were ongoing after the disconnection). I paid the deposit in installments, with the last installment paid August 30, 2013. After 12 on-time payments, I was told to expect a refund of my deposit. During that time frame, I was not late on payments. I inquired about the deposit on August 4, 2014 and the representative I spoke with told me that the deposit agreement and refund would be reviewed on August 30, 2014. She verified that I had no late or missed payments during the previous 12 months. On September 2, 2014, I called Ameren to discuss payment arrangements. My fiancé's work hours had been reduced from 50 per week to 18 per week, leaving us financially strapped. The representative I spoke with stated that I could be placed on a payment agreement, with no mention of repercussions regarding the deposit amount. On September 3, 2014, I called to inquire about the deposit. I was told that I would not receive the deposit back until the new payment agreement was fulfilled, which would be within 9 months. This new payment agreement has absolutely nothing to do with the deposit agreement. No where on Ameren's website or in the letter regarding the original deposit is it stated that after completing all requirements of the deposit agreement, that any new payment agreement will affect my refund of the deposit.

Desired Settlement: I feel that I should receive the deposit back within the original time frame, after 12 months of on-time payments.

Business Response: Initial Business Response /* (1000, 5, 2014/09/16) */ September 16, 2014 Better Business Bureau The customer's complaint is in regard to a deposit. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Company records indicate that ******* ** ********* established electric and natural gas service at ** **** **** ******** ******** *** XXXXX on 10-19-12 (Ameren Illinois account# XXXXX-XXXXX). On XX-XX-XX Ms. *********'s electric service was disconnected due to non-payment of a past due balance in the amount of $913.15. Later the same day the service was restored after a payment was received in the amount of $913.15. When the service was restored, the Company mailed a deposit required letter to Ms. ********* explaining that a deposit was required in the amount of $312. The deposit was billed in three installments with the next three bills. On XX-XX-XX the deposit in the amount of $312 was paid in full and a Deposit Certificate was mailed to Ms. *********. On XX-XX-XX Ms. ********* called the Company and set up a Deferred Payment Agreement (DPA) by promising to pay $41 by 09-02-14. Later that day the agreement activated when a payment was received in the amount of $41. The remaining balance in the amount of $123 was broken into nine installments. Ameren Illinois strives to be consistent with all customers regarding the assessment and refund of deposits pursuant to the provisions defined by the Illinois Administrative Code Title 83, Section 280: Section 280.50 Applicants for Service (a) If, after a review of its own past service records, a utility finds that an applicant for residential service has failed to pay for past due utility service for the same class of service furnished to him/her at the same or at another address... Section 280.60 Present Customers (e) A present customer whose service is discontinued becomes an applicant for service subject to the provisions of Section 280.50 herein for purposes of reconnection of his/her service. Section 280.70 Deposits d) Refund of Deposits 1) Deposits plus interest shall be automatically refunded after being held for twelve months as follows: A) if the twelve months during which the deposit was held are within the first 24 months that a customer has received utility service, the deposit plus interest shall be refunded only so long as the service has not been interrupted for nonpayment or so long as the customer has not paid late four times if billed monthly, two consecutive times or three times if billed bi-monthly or two times if billed quarterly or semi-annually or so long as the customer's wires, pipes, meters or other service equipment have not been tampered with during the time the deposit was held which resulted in the customer enjoying the benefit of the tampering; B) if the twelve months during which the deposit was held were subsequent to the first 24 months that a customer has received utility service, the deposit plus interest shall be refunded only so long as the service has not been interrupted for nonpayment or so long as the customer has not paid late six times during the past twelve months if billed monthly, or three times if billed bi-monthly or two times if billed quarterly or semi-annually or so long as the customer's wires, pipes, meters or other service equipment have not been tampered with during the time the deposit was held which resulted in the customer enjoying the benefit of the tampering. C) deposits plus interest need not be refunded until the customer pays any past due bills for utility service. The deposit in the amount of $312 will remain on the account until the entire balance of the Deferred Payment Agreement (DPA) has been paid in full. The total outstanding balance of the agreement is $123. Any payments made to the account in excess of any other current outstanding charges will automatically be applied to the DPA. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs cc: ******* *********

9/16/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: After paying all outstanding bills in a timely manner and well before the due date for a rental property I had in St. Louis, MO, Ameren sent my account information to a collections agency for a bill I did not owe. The said rental property was sold on July 11, 2014 and I had the electric bill canceled as of July 10th. This property had 2 electric bills due to it previously being a 2 family, 1F and 2F. The final bills for both accounts were posted online shortly after the cancelation and I paid them both, in full, on July 16, 2014. Yesterday (Sept 4, 2014) I received a collections notice for one of these accounts claiming that I owed money from the final bill. After spending almost 1 hour on the phone with someone from the Ameren call center, nothing has been resolved. I pointed out every date that my 3 bills were paid and the amounts, according to my checking account and the Ameren UE website. After a very long time on hold the Ameren representative finally came back and admitted that I had paid both accounts in full but for some reason my account was still sent to collections. She claimed that it has not been sent to collections but the notice I received yesterday proves otherwise. This notice has a date of Aug 14, 2014. She told me that a refund check in the amount of the final bill for 2F was sent to me on Aug 18, 2014 (haven't received it yet) and this is the reason my account was "overdue". All this dated a full month after I paid this account in full. And, the refund check was supposedly sent 4 days after the date of the collections letter. Why would they send me a collections notice for non-payment then turn around a few days later and issue a refund check in the amount of the final bill? This makes no sense and now I have to waste my valuable time fixing their error. Also, the account number on the collections notice does not match the actual account number for the account they are claiming is overdue. There is a problem with their system and they are placing the burden of proof on me.

Desired Settlement: I want them to update their systems to show that I indeed did pay my bill with no further action on my part. I paid this bill promptly and before the due date and have the documents to prove it but I should not have to do this due to an error in their computer system. I also want them to ensure that my account has not been sent to collections to ruin my credit for something that wasn't even my error.

Business Response: In reviewing the information, the customer had two accounts. Although both were closed effective the same day, the final bill balance on the account that closed first transferred to the second account. Our records indicate payment was received for both accounts on 07/16/14. Unfortunately, the payment was not applied to the account the balance had been transferred to and the payment was refunded on 08/18/14 (mailed on 08/22/14). Because the payment was refunded this amount remains due. After speaking with the customer, we are in the process of voiding the refund and the payment will be applied to the balance due.

9/9/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We are trying to take over a rent to own trailer on ** ***** *** and we are told we cannot turn the electric on because there is an outstanding bill. The previous owners already received a final bill. The company says there is still another bill there, in my nephews name. This could not be possible because he has electric somewhere else and they would not let him do that if he had an outstanding bill.

Desired Settlement: I would like them to correct their billing errors so we can turn our electric on.

Business Response: In reviewing the information, the service at the location was disconnected for non payment on 06/16/14. On 07/28/14 we found service on with tampering at the meter. Due to diversion and family situation (family owned property), the customer will be required to fax in a picture ID, social security card and proof of ownership (notarized rent to own agreement or title) for review. We have attempted to contact the customer to advise, however, there is no answer when we call the number provided.

9/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The way their bill is set up; they have the actual one month and at the bottom they have a prior balance before they add up the bill. It's just me and my children and I do not receive any type of assistance. I always pay the prior balance. I always receive a disconnect notice. My last payment made was Aug 4th and I paid the prior balance. Today I got a disconnection notice for today. I called them today and they said I could pay the $200 tomorrow. That's two payments in the 31. I do not think this is fair. When I talk to the state utility commission they told me the same thing and told me I may need help from an agency. I make too much for an agency to assist me.

Desired Settlement: They should give me 30 days in between payments before a disconnect notice is made. I would like them to review their billing and substantiate their billing.

Business Response: Initial Business Response /* (1000, 5, 2014/09/03) */ In reviewing the information, the customer established service in December 2013. Unfortunately, due to missed or partial payments since that time, the monthly bill continues to carry forward a past due balance which generates disconnect notices. The customer will need to bring the account current to insure that only one payment is required per month.

9/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a billing/collection issue. I ran my credit report and I noticed that I have a balance from Ameren UE Missouri. I thought I had paid my last bill and I disconnected services. Now I look at I am in collections. have never received a phone call nor a letter. I want this resolved asap

Desired Settlement: I want this off of my credit report immediately!!

Business Response: In reviewing the information, the customer established service effective 03/15/13 and provided an out of state mailing address. The account was closed effective 05/29/13 and the final bill was mailed to the address provided. Due to non payment, collection calls were made in June 2013 to the telephone number we were given when the service was established. Payment was not received and the balance was turned over to a collection agency in an attempt to collect. To date there have been no payments received on this account.

9/3/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Last week I got a disconnect notice for $515.00. I tried to explained to them that I'm struggling. They have a $382.00 deposit since September 2013. I asked them why I didn't get a refund. I didn't understand it.

Desired Settlement: I would like them to credit my deposit of $382.00. I can pay the $133.00. They have never refunded my deposit back.

Business Response: In reviewing the information, a deposit was assessed in April of 2013 as a security precaution due to the slow payment history on the account. The deposit was billed in 3 installments and was paid in full on 09/25/13. Unfortunately, the deposit will not be refunded until the customer has established a good 12 month payment history.

9/3/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: When I signed up for electricity with said company, I was informed of an outstanding bill with them. I informed them that that's impossible because I never lived on that street and that I was incarcerated in the state of Florida at the said time. They have shut my electricity off over the past due balance and refuse to show me anything as to the past due balance. Just because they say I owe them doesn't mean I do. Every time I call I have to explain to a different person who can not help or put me in touch with who I need to speak with. In order to get electricity turned on all you need is information, not an ID but to the one whose information is used its an uphill battle. I just want my lights on and proof that I owe anything. I know that I owe them from past bills when I was with my wife and I explained that too them but they also went and added bills that never had to deal with me in the first place. I don't know a ****** ******* but when I get my bills her name is on it with mine

Desired Settlement: I want to see what addresses they are trying to collect from me for so I can get my lights on for my 4yr old daughter

Business Response: In reviewing the information, the customer has successfully disputed a portion of the transferred balances and a reconnect order has been issued.

9/2/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I just got my electric bill knocked down from over 500$ to 73$ and now it's almost 500$ again i'm not understanding how every month my bill is higher then my rent and it's a small apartment they won't even come out and read the meters and because of most of us getting bills like this causing us to either leave are get put out of our apartment.

Desired Settlement: I need to understand why my bill is keep getting so high. It's hard i'm struggling just trying to pay my rent so me and my son would have a roof over our heads but these electric bills is going to be the reason i'm going to get evicted are leave.

Business Response: Initial Business Response /* (1000, 5, 2014/08/29) */ In reviewing the information, the customer's balance has accumulated due to missed or partial payments. Billing and payment history was discussed with the customer on 08/26/14.

8/29/2014 Advertising/Sales Issues
8/28/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Ameren dumped a truck load of rotting garbage on my property directly in my drive way blocking entry to my garage. I have made several calls to Ameren and have not received any calls back. I spoke to Ameren supervisor who told me they would bring another load of garbage as a threat telling me they would not clean up the mess. The stench from the rotting garbage is horrific in a residential neighbor hood and at my home. Large corporation should not be allowed to dump garbage on private property and be allowed to force private home owners to clean up their messes.

Desired Settlement: Remove the garbage from my property

Business Response: August 27, 2014 Better Business Bureau The customer's complaint is in regard to free wood chips. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. On 07/11/2014 ***** **** called Ameren to request one load of free woodchips be delivered to their home located at *** *********** *** *** ***** *** It was requested that the woodchips be dumped at the end of the driveway behind the third stall because nothing is parked there. The Ameren Vegetation Management Supervisor (Supv) called the customer on 07/16/2014 to let them know that they could deliver a load of woodchips when tree crews were working in the area. On the morning of 08/12/2014 (approx. 9am), a ****** **** **** tree crew (contractor working for Ameren Illinois) called the customer to confirm they still wanted the woodchips. The wife of Mr. **** (***** ***** received the call and confirmed that they still wanted the woodchips. The crew also confirmed the location they wanted them dumped. The wife of Mr. **** was to move the car so that they could deliver the chips to that location. The crew arrived at the home that same day at approx. 9:30am to deliver the woodchips. According to the tree crew, one man on the crew spotted the driver while he backed onto the driveway so that they could dump the truck. Spotting is normal practice to insure safety to the public and property. After the load of woodchips was dumped, the crew left the residence. The crew said no one came out of the residence while they were dumping. On 08/13/2014 Mr. **** **** called Ameren asking for a call back regarding the mulch he received. He stated the mulch was "garbage" - there wasn't mulch in it, just leaves and sticks. He also stated that the tree service truck damaged his garage door. The Supv returned his call on 08/15/2014. The Supv informed Mr. **** that he received the same type of mulch that every other customer receives when a request is made. The Supv told him that they would not have delivered if a request had not been made. Mr. **** told him that he would contact his lawyer. A Vegetation Management Superintendent (VMS) received the BBB complaint Friday afternoon, 08/15/2014. After a previous attempt to contact on 08/18/2014, the VMS finally spoke to Mr. **** on the afternoon of August 19th. His complaint was that he did not receive woodchips, but that he received a product that was mainly leaves. He referred to it as "garbage". The VMS told the customer that he had seen pictures of the woodchips delivered to his home, and that they appeared to be of good quality. The VMS did admit that leaves and twigs were included, but that is all part of the material that our contract tree crews chip on a daily basis. The VMS told him we dump hundreds of loads every week to customers that request them, and that we rarely ever get a complaint about the quality. Based upon the discussion with the customer, the customer was expecting to receive woodchips with nothing else included. The VMS told the customer that he believed the customer received a quality load, and that the Company would not be sending someone back to remove. Please note that Mr. **** mentioned nothing to the VMS about any damage to his garage door. A Vegetation Management Consultant stated there was damage to the bottom section of the door, but it was not due to the tree crew dumping the woodchips. According to one member of the tree crew, he noticed the dent in the door prior to them dumping. A picture of the wood chips as delivered is shown above. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs cc: **** ****

8/21/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a new home on 8-11 at 1pm and went to new home to find out that power was disconnected. i called ameren to get the service put in my name and find out why this was done. Ameren said they were contacted and told service would be changing and its normal practice to just disconnect and wait on the phone call and that i should have called the week before to do this. They said it will not be restored till 8-14 and there was no way they could change that or fix it. I asked who requested the disconnect and they said previous owner. This however was a misunderstanding as the previous owner was just caling to notify them and let them know there would be a change comeing. I was basicly told tuff luck. So my wife calls and the lady on the phone was more rude and told ehr that anyone who has ever bought a house before knows you take over the electric prior to closing. Why would i want to take over the bills when i don't own it yet and anything could fall through and make it to where i may not get to own the house? i mean hey next week ill sell you my car but you have to pay now, ill drive it till next week and then you come pick it up? really? Nearest i can tell ive been a customer for 4 hours and they next 40yrs could be miserable with customer service like this. Im not sure why its a policy to Assume the previous owner wanted things to be disconnected. The power was shut off very early in the morning before a business would have been open to close on the house. I would have understood them shutting it off towrds the end of the business day or something like that but 7 am or so is crazy and unreasonable when you know someone is going to be calling to get the service changed over! I have done this type of thing at lesat 2 other times once with Ameren and once with another company and it never was disconnected prior to closing on the house. This is obserd and very very poor. 3 days no power with kids trying to move and now my house is hot and basement is going to be damp. THANKS !

Desired Settlement: It would be nice to see in the future they handle matters without Assuming to disconnect or not at 7am. I also do not believe i should have to pay a fee to reinstate power to a house that should have never been shut off since i was not gave a chance to switch it over. After many calls to area people and my real estate agent. It IS COMMON PRACTICE HERE TO SWITCH SERVICE OVER THE PHONE ON THE DATE OF CLOSING AFTER THE PAPERS ARE SIGNED AND THIS IS THE FIRST MY AGENT HAS HEARD OF THIS HAPPENING

Business Response: August 21, 2014 Better Business Bureau The customer's complaint is in regard to service connection. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Ameren Illinois provides natural gas and electric service to *** ** ****** **** ************ On Aug. 8, 2014, the previous owner/occupant requested to finalize the service, effective Aug. 11, 2014. An Ameren Illinois representative advised the previous owner to have the new owner call for service by 7 p.m. on Aug. 8, 2014 so that the service would not be interrupted. Because no one had previously contacted Ameren Illinois to request the service, the gas and electricity were disconnected on Aug. 11, 2014 at 9:39 a.m. At 2:52 p.m. on Aug. 11, 2014, ****** ***** requested the natural gas and electric service at *** ** ****** *** An Ameren Illinois representative scheduled the service connection for Aug. 14, 2014, the Company's next available business day. ***** ***** subsequently contacted Ameren Illinois at 3:29 p.m. on Aug. 11, 2014, requesting that the service be connected sooner. An Ameren Illinois representative advised Ms. ***** that the service connection had been requested for the Company's next available day in Hutsonville. Natural gas and electric services were connected for Mr. ***** on Aug. 14, 2014 at 9:22 a.m. Because all service order requests must be made in advance with Ameren Illinois field technicians, the Company encourages all customers to request service connection/disconnections as soon as they are aware of the necessary effective dates. Ameren Illinois often schedules orders well in advance of the needed date; unless the orders have already been completed, the dates for scheduled orders may be revised or cancelled if necessary. Service was disconnected on Aug. 11, 2014 because Ameren Illinois had received no request from another customer to transfer billing. In the absence of a customer to bill for service, the Company does not leave the meters on. Ameren Illinois empathizes with Mr. *****'s frustration; however, the Company connected the service at the earliest time possible. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs cc: ****** *****

8/21/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I hadn't paid my bill for a while and received a letter stating they would cut me off. I started making payments to keep my services on. The lady told me I could pay $900 by the 18th and I'll be fine. After she told me that, I had just made a $400 payment. I made another $400 thinking that would go towards the $900. After I paid the $400, later that day I got a text telling me my remaining balance was $800 something. I called to make sure I understood. When I spoke with a rep, they told me that $400 was not included with the $877. I told them I could not pay this and asked what I could do. They couldn't extend it anymore and told me I either $877 by the 13th or pay $281 and be put on a payment plan. I told her I couldn't afford it because I had made a $300 payment July 17th and then at the end of the month I made another $400 payment. Another $400 payment was made a week and a half ago. She told me those were my only options. Yesterday I called again and talked to a lady. I asked if I could pay the $281 and the woman told me I had until 7pm to make that payment. I told her I'd do my best and asked if there'd be any tax. I was told no. I got the money and went to pay. Today, Ameren UE came and turned my electric off. I called them and explained and the woman asked me for the receipt number, which I could not find. She did say it posted but since I didn't call in a receipt number they shut it off. She told me there was nothing she could do. I asked to speak to a supervisor and she said none were available. I told her to take my number down. I got a text telling me I have to pay over $500 to get my electric back on.

Desired Settlement: I just want them to turn my electric back on and I can finish paying my bill. I want to take the agreement plan they gave me, $281.

Business Response: In reviewing the information, due to missed or partial payments, the customer's account accrued a large past due balance. Disconnect notices were issued and a payment arrangement was offered. Unfortunately the customer did not call to report payment to establish the payment arrangement and service was disconnected for non payment. The service has since been reconnected.

8/21/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: ameren electric has accused me of theft stealing electricity can not prove accurate billing and refuse to store power or release premise number. i purchased the property in 2010 the electricity was already on in the building so i started working on the property using electricity which was already on ameren eventually came out and turned off the power i then called them and asked to have power restored. they said i need to contact a license electrician i then contacted ***** electric hired to pull a permit and make elec repairs in the building they pulled permit which i have proof and requested a temp on permit which requests temporary electricity to the building so they can work ameren came out and and removed there lock and allowed power they finished elec work i then had st. louis city inspector come out and he passed inspection called in again and requested that the electricity be turned on in my name and receive a bill for future use the sales rep took my info down which i was told the bill would be transferred over and billing would start. for some reason ameren never billed me. this took some time to rehab the property keeping in mind i owned the building 4 yrs and i rehab the home my self i had a alarm system installed for security and lights on the exterior of the building for security the house has been vacant i recently resumed work on the property. however the electricity is still on ameren sent me a notice in the mail for disconnect this was the first piece of mail that i received from them there was never any mail sent to me at my current address or said property they then turned off the electricity. i contacted ameren and to get the power restored at first i was told that i had a remaining balance of $168.00 and given an acc number and told to pay that and call back i then called back and got a different operator and was then told they had nothing on file for a permit or inspection and the couldn't restore power i then asked to speak with a manager and was given the run around finally after about two days i got a call back from ameren they then said i had a bill for 4,700.00 dollars and i need to pay that if i ever wanted power restored to that residence. I was shocked i proposed a settlement and payment arrangements to pay ameren and receive service again at the property until we could resolve the issue i was refused. I then asked to speak with someone else who could authorize some kind of resolve another day passed and i got a second call from ameren again i pleaded my case and tried to reach some kind of explanation about this billing and again some sort of resolve again i was told pay 4700.00 dollars or nothing could be resolved again ameren never switched service in my name or contacted me saying they didn't switch over power and i never received a bill from ameren ue. So now i am contacting BBB for help!

Desired Settlement: Restore power and billing in my name to residence and premise number to be released. Outrageous billing and theft charges removed from acc no reconnection fees or theft charges at all. I am willing to pay some resonable amount for usages however the house remained vacant for this entire time. and was under permit which i was told temp power was allowed and if not why would they leave electricity running to property for that long.

Business Response: Initial Business Response /* (1000, 5, 2014/08/20) */ In reviewing the information, the customer originally called to establish service at the location (both 1st floor and 2nd floor) on 10/20/10. At that time, he was advised a wiring inspection would be required as the service for both floors had been off for over 6 months. In May 2011, the customer was again advised a wiring inspection is required before the service can be reconnected. The wiring inspections were never received; therefore, the customer's accounts were never set up to bill. Our field personnel recently found service on with tampering at the service entrance. The customer will need to provide a wiring inspection and payment in full for diversion and actual usage before service will be reconnected.

8/20/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I've asked Ameren to check my meter and ******* said my meter was in proper working order. I just received my 7/07 to 8/05 bill for $633.24. I have never had a bill so high!!! I need them to look at this meter.

Desired Settlement: Them to check my meter in person!

Business Response: Initial Business Response /* (1000, 5, 2014/08/19) */ In reviewing the information, the customer's usage increased in July and dropped down again in August. We spoke with the customer and explained there was a good possibility that her air conditioning unit may need to be serviced or repaired. Although we were receiving good daily meter readings, an order was issued to test the meter. The meter at the customer's residence was tested today at 100.3% accuracy. The customer has been billed for actual usage recorded on the meter.

8/20/2014 Advertising/Sales Issues
8/20/2014 Advertising/Sales Issues
8/18/2014 Advertising/Sales Issues
8/18/2014 Advertising/Sales Issues
8/18/2014 Delivery Issues
8/12/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I've faithfully been paying my bill except for last month. I did pay $47 but it was not reflected on my bill. I thought I was on budget billing. All of the sudden I received a notice in the mail giving me 2 weeks notice that my service would be disconnected. The bill isn't even due until the 25th. They're saying the disconnect date will be August 16th. They said I called in May and made arrangements to make payments. That wasn't me. I didn't make that call. I've called to try and get help and they're not giving me any extension or anything. They never told me I wasn't on budget billing.

Desired Settlement: I want them to give me extra time to pay. I want them to send me another bill reflecting the payments I've made.

Business Response: Initial Business Response /* (1000, 5, 2014/08/11) */ In reviewing the information, a payment arrangement was established on the balance in May 2014. This arrangement defaulted in July when the June bill was not paid in full as agreed. Partial payments received on 06/09/14 and 07/15/14 has been applied to the account balance. Disconnect notices were mailed advising the customer to pay the past due balance in full by 08/15/14 to prevent possible disconnection as the account is not eligible for an extension or new arrangement. Billing and payment history has also been reviewed with the customer.

8/12/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband and I split up and I was left with all the bills. Ameren has cut off my electric because I owe them total over $1700 for a house that I used to live it, and for payments on my current trailer. I tried to do a monthly budget but they said I needed $800 up front. I know I paid off the old bill from my old address and that was for $1100. I have not lived there since Dec 2013. Ameren UE

Desired Settlement: I want Ameren UE to turn on my electric. I have a down syndrome child. I don't think I owe them for the other house. I know I still owe the $600 for my current trailer.

Business Response: Initial Business Response /* (1000, 5, 2014/08/11) */ The customer established new service at the current residence effective 01/07/14. At that time, the customer closed an existing account and the final bill balance directly transferred to the new account. The customer's balance was placed on a payment arrangement in February; however, this arrangement defaulted in June due to a missed payment. The service was disconnected for non payment on 08/04/14. Unfortunately, service will not be reconnected until the full amount of the disconnect notice has been paid as arrangements are not offered after the service has been turned off.

8/11/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a spring mailing called Your Personal Energy Report. On the back there is a coupon for Beat the Heat with Summer Rebate. There are coupons for A/C tune up, recycling refrigerator fridge, heat pump, water heater and several other items. I applied for it and sent the information to Ameren, but never received a check. I called and was told Ameren has to do a second test that cost $90. There is nothing advertised requiring an additional test to qualify for the rebate. Why would I pay $90 to get $75 dollars back?

Desired Settlement: I would like the 75 rebate.

Business Response: Initial Business Response /* (1000, 5, 2014/08/08) */ In reviewing the information, a personal energy report (usage history) was mailed to the customer. This report lists rebates currently available and refers the customer to our toll-free number or website address for more information. In order to qualify for the air conditioning tune-up rebate, the unit must be serviced by a participating contractor who then submits the rebate. Unfortunately, if the customer did not mention the rebate to the contractor until after the work was completed, there is a possibility the work performed did not meet the requirements for the rebate.

8/1/2014 Advertising/Sales Issues
7/31/2014 Advertising/Sales Issues
7/29/2014 Advertising/Sales Issues
7/29/2014 Advertising/Sales Issues
7/21/2014 Advertising/Sales Issues
7/11/2014 Advertising/Sales Issues
7/11/2014 Advertising/Sales Issues
7/7/2014 Billing/Collection Issues
6/20/2014 Advertising/Sales Issues
6/16/2014 Billing/Collection Issues
6/13/2014 Advertising/Sales Issues
6/13/2014 Problems with Product/Service
6/12/2014 Advertising/Sales Issues
6/10/2014 Advertising/Sales Issues
6/10/2014 Advertising/Sales Issues
6/10/2014 Billing/Collection Issues
6/10/2014 Advertising/Sales Issues
6/3/2014 Problems with Product/Service
5/23/2014 Advertising/Sales Issues
5/22/2014 Advertising/Sales Issues
5/16/2014 Advertising/Sales Issues
5/16/2014 Billing/Collection Issues
5/14/2014 Advertising/Sales Issues
5/12/2014 Billing/Collection Issues
5/12/2014 Advertising/Sales Issues
5/2/2014 Advertising/Sales Issues
4/22/2014 Advertising/Sales Issues
4/22/2014 Advertising/Sales Issues
4/17/2014 Advertising/Sales Issues
4/17/2014 Advertising/Sales Issues
4/16/2014 Advertising/Sales Issues
4/4/2014 Billing/Collection Issues
4/4/2014 Billing/Collection Issues
4/4/2014 Advertising/Sales Issues
4/4/2014 Advertising/Sales Issues
4/1/2014 Advertising/Sales Issues
3/31/2014 Advertising/Sales Issues
3/28/2014 Advertising/Sales Issues
3/28/2014 Advertising/Sales Issues
3/27/2014 Billing/Collection Issues
3/24/2014 Advertising/Sales Issues
3/11/2014 Advertising/Sales Issues
3/10/2014 Billing/Collection Issues
2/25/2014 Advertising/Sales Issues
2/10/2014 Billing/Collection Issues
2/3/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: They tacked on an old bill. I didn't mind this and knew I owed it but not as much as they say I owe. I had proof that I lived at another state and was not at the address in question at that time. They are saying I owe over $2,000.00 and I do not. They have this so messed up and I am so stressed out. The bill was due on the 19th of September and I have no money to pay it. I will get a disconnection notice. They are taking all of my disability check and I still have to pay my rent on the first. If my electric gets turned off because of this, I will lose my HUD. I called legal aid and they would not help me because I live in Washington County. I have lost my food stamps and need Ameren UE to write me a letter stating my income is going to them, which it is, in order to get my foodstamps back and they will not write me the letter.

Desired Settlement: I think they should let me pay my monthly payments and my deposit and let me make the rest in payments. I would also like a letter from Ameren stating that I pay my income to them.

Business Response: Initial Business Response /* (1000, 5, 2013/09/26) */ In reviewing the information, the customer placed service in her name on 08/06/13 and at that time, a large unpaid balance from previous accounts in her name was transferred in due to benefit of service. Our records indicate the customer disputed a portion of the unpaid balance in 2011 (investigated by the Missouri Public Service Commission). At that time, she was advised to provide proof of residency for review; however, this information was never received. The customer has been advised the account is eligible for a payment arrangement with an initial payment due by 10/04/13 and the remaining balance on 6 installments. Unfortunately, we do not have access to the customer's income records and are unable to provide a statement regarding them. Initial Consumer Rebuttal /* (3000, 14, 2013/10/10) */ Documentation from consumer scanned to file. Prior entry from business is incorrect. Final Consumer Response /* (3000, 19, 2014/01/31) */ 1/29/14: Mediator attempted to reach consumer by phone but reached a message that the person they were trying to reach is not available. 1/31/14: Mediator attempted to reach consumer by phone but reached a message that the person they were trying to reach is not available.

1/29/2014 Delivery Issues
1/28/2014 Advertising/Sales Issues
1/23/2014 Advertising/Sales Issues
1/23/2014 Billing/Collection Issues
1/16/2014 Advertising/Sales Issues
12/31/2013 Problems with Product/Service
12/23/2013 Advertising/Sales Issues
12/19/2013 Billing/Collection Issues
12/17/2013 Advertising/Sales Issues
12/12/2013 Advertising/Sales Issues
12/11/2013 Advertising/Sales Issues
12/10/2013 Advertising/Sales Issues
12/6/2013 Advertising/Sales Issues
12/6/2013 Advertising/Sales Issues
12/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My Ameren bill was $38.08 and my on line bank payment went to Ameren for $3808.00 on 11/21/13. I have tried to get the refund for the $3769.92 and my bank has contacted Ameren for me also but they say it will take until 12/11/13 to get my money back. I am a disabled veteran and this has taken all my money and I have nothing to live on until they return my money. My sister, ***** ****, has talked to Ameren several times and I have talked to them and they just want to keep delaying the refund. Today they say I need to have my bank fax a letter to XXXX-XXX-XXXX and ***** ********* at US Bank has been trying for several hours to fax and it is busy. When we call to get another fax or another way to get the letter to them they don't have one. This was obviously a mistake but they just seem to want to hold onto my money for 2 more weeks.

Desired Settlement: I would like my $3769.92 returned to my bank account.

Business Response: Initial Business Response /* (1000, 5, 2013/11/26) */ In reviewing the information, the customer contacted us recently to let us know that he had authorized and submitted an online payment in error. He explained that the payment was much larger than the amount actually due and requested the difference be refunded. The customer was advised the overpayment would be held for 14 business days to ensure the payment clears before a refund check could be issued or to have his bank fax a letter stating the funds are in his account and the payment will clear. Earlier today we received the fax from the bank and the refund check will be mailed on 12/02/13.

11/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ameren UE November 17, 2013 there was a storm and the neighbors tree feel over into our yard and hit the wires. We called Ameren UE and Tuesday they sent out a crew to cut the tree down. They left all the debris in our yard. We were told they would remove everything.

Desired Settlement: I want them to come and clean up the mess.

Business Response: Initial Business Response /* (1000, 6, 2013/11/22) */ In reviewing the information, during storm restoration on 11/18/13, tree debris was cut free from the customer's service and per Ameren storm debris policy, was left at the end of the drive. The customer was advised that our field personnel may not have realized that the branches were not from her tree as we always attempt to return the debris to the proper yard when possible. Although we do not normally remove the debris, as a courtesy, a tree crew working a storm job in the area was able to swing by and pick up the debris on 11/21/13. Per our Forestry Department, the customer was happy with our quick response in resolving the matter.

11/20/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am struggling to have my bill right with this company even though every month this bill is being paid .I leave in a 2 bedrooms apartment with my family before that i had a house and my bill was lower then than what it is now .My wife and i work so much a hundred or more hours every two weeks we are never at home except late at night and when we are at we are rushing to go to bed preparing for the next day.Just last month they said my bill was $455 dollars and they treated us to disconnect my service then we paid the bill and they still disconnect the service saying after we paid the bill that we still owe $136 dollars we paid plus the disconnection charges.Here comes a new bill in less than fifteen days of $441 dollars and the actual usage is only $65 dollars which is right to me knowing how much electricity we use .I have never not paid my bill with this company and they sent us a new disconnection bill with some new charges and it has not been 30 days since we paid the following amounts $255 then 200 then 136 then 5 in less then 15 days and my bill for this month is $441 and they won't tell us what they are charging us .Please help us get to the bottom of this .

Desired Settlement: I know for sure that they overcharged us .We just want the bill to be right and to go back to my payments history and my usage and pay us the difference.We are requesting a settlement with this matter.Thanks

Business Response: Initial Business Response /* (1000, 5, 2013/11/20) */ In reviewing the account, payments are being made monthly but never for the full balance due. It appears the payments made are solely based on the disconnect notices rendered. Disconnect notices are issued only if there is a past due balance on the account and only include the portion of the account that is past due, not current charges. We have provided a breakdown of the balance to the customer and her husband. Activity statements showing charges billed and payments received were mailed in an effort to assist them with understanding their balance. A Cold Weather Rule Payment Agreement (CWR PAG) was offered but declined. A partial payment was made on the account but service was disconnected again on 11/19/13. The customer paid the remaining notice amount and service was restored. Had the CWR PAG been accepted the deposit would have been removed from the account, thus benefitting the customer greatly by lowering the remaining balance that would have then been divided into 12 monthly installments and added to the regular monthly bills. The initial payment needed for the CWR PAG was slightly lower than the disconnect notice amount; if wanted, the customer may set up the CWR PAG and cancel the deposit by contacting Ameren Customer Service no later than 12/02/13. After this date a new bill will be issued as well as disconnect notices and an additional payment will be needed. Please let us know if additional information is needed.

11/18/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: my daughter got sick in september 2013 and due to treatment she needed I had to cancel a payment I made to ameren for my utility service.in october 2013 I recieved a disconnection notice so I contacted them telling of my daughter being ill and they told me I had to pay the balance of $555.35 to avoid disconnection and thats all my options. I paid $100 but also my church ended up paying the full $555.35 however ameren claims that payment was returned, my church got bank statements verifying it was processed but it went thriugh twice so they rejectd the 2nd payment that went through. ameren is refusing to look into this matter stating they show no payment and that the reason for it is not a active account, my church offered to send in the bank paper work but ameren refuses to give it any more place stating it is no longer their issue it needs to be taken up with the bank. so that leaves me to be disconnected but now for $706.08 the $100 i paid doesnt even reflect the disconnect amount but now in this process ameren also claims i had a past bill with my social that was being added to my curent account making a bad situation worse. i asked if it can be removed or disputed they said no there is nothing left to do but pay it. i seached all my assistance options getting nothing due to no funding so i called to see with my daughter being home now and it jeopardising her health if the electric was shut off if there is any other payment option and finally yesterday 11/6/13 i was told of a medical hardship the dr needed to fax them a letter. the supervisor said once ameren recieves the letter that a supervisor could hold my disconnect a couple days pending the approval since it would be a few days and i am to be disconnected 11/7/13 but after doing so i called for supervisor and was refused the hold. so now i will still lose my electricity and my daughter could have more problems all over 2 months of crazy run around and lies through ameren.when it comes to a childs health in general it shouldnt be ok. Account_Number: XXXXXXXXXX

Desired Settlement: i would like the extra bill they threw on my account tooken off and my electricity on and a reasonable payment plan for a single working mom of 2 that cant afford her electric to run over $400 it isnt natural to all a sudden when there wasnt any issues before now my bill went from $97 month to $216 a month to almost $500 now and thats impossible. noone can afford that its like 2 bill totals in 1.not to mention no more gets used then before they are keeping the poor more poor

Business Response: Initial Business Response /* (1000, 5, 2013/11/18) */ In reviewing the information, the social security number was corrected on this account when it was determined the number originally used was issued to a minor between 2003 and 2005. At that time a large unpaid balance was transferred from a previous account in the same name. Social trace verifies benefit of service, therefore the balance will not be removed. Unfortunately, due to 2 returned payments, the account is not currently eligible for a payment arrangement. Per our records, only one payment was received from the customer's church and it has been returned for reason of "account closed". The church will need to resolve this issue with their bank. The customer had her doctor fax a statement for a possible medical hardship extension, however, the account was removed from collections 11/11/13 as the disconnect order was too old to complete; therefore, the extension was not necessary.

11/13/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I moved into my apartment and they called the electric company and confirmed I was able to get electric. I got my first bill on the 3rd of October and it was only about $20. I received another bill on the 3rd of November and it's for $69 with another bill of $838.21. I called and asked what this was about and they said that I called in on behalf of my kids mothers address so I was responsible for her bill now. The bill is due on the 27th so they are threatening to shut it off afterwards. I am not responsible for her bills and never lived with her.

Desired Settlement: I want them to remove this charge from my bill.

Business Response: Initial Business Response /* (1000, 5, 2013/11/13) */ In reviewing the information, the customer can be placed at the address he is disputing by traces in both Accurint and Experian. In addition, I contacted the leasing office for the apartments and they verified that both parties were on the lease agreement. Due to benefit of service he is equally responsible for the balance. Please let us know if additional information is needed.

11/13/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Ameren UE Keeps threatening to cut off eletricity but my bill is not past due. A Rep from Ameren called my wife at noon on 11-12-13 saying that they needed $159 today on a $229 bill to set up payment arrangements.When my wife informed them that only 130.27 of $229 was past due and not deliquent until 11-18 the rep told my wife they needed at least 130.27 by 7pm or they will turn the electric off. They are trying to take advantage of the weather by trying to scaring us into paying a bill that is not really past due because it's really cold outside (33 degrees) & I keep getting final diconnection notices although I paid my bill the previous months.Then I have to take time away from work to call...this is harrassmnent.

Desired Settlement: BACK OFF!!!..I pay my bills so quit calling harassing me & my wife with these scare tactics

Business Response: Initial Business Response /* (1000, 5, 2013/11/13) */ In reviewing the account, the payments received have only been partial payments. These payments are only for the past due balance on the disconnect notice not the full amount provided on the regular monthly bill. When speaking with the customer's wife on 11/12/13 we discussed two options to avoid interruption of service; payment of the past due balance or a slightly higher amount to set up a payment arrangement. We also spoke with the customer and explained that if there is a past due balance on the account then disconnect notices will be issued. Payment arrangements have been established twice in the past year to assist with the balance but both times the arrangements have defaulted due to missed payments. To avoid future disconnect notices the balance would need to be paid in full each month. Please let us know if additional information is needed.

11/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ameren UE I am writing in regard to your letter dated August 13, 2013 regarding the above claim (copy attached). In your letter you dismissed our claim because you said there were major storms in the area and therefore, Ameren is not responsible. As I wrote in my claim (which is attached), on the evening of May 30 there was no rain and no lightning: there was a short period of time when the wind blew fairly strongly. I know this because when our electric went off at approximately 7:30 on May 30, and the Fire Department had left, we went outside to watch the Ameren worker free the wire from the tree at *** ******* and tie it off to the privacy fence at *** ******** By this time the wind had already subsided and the weather was fine. On the morning of May 31 (see attached claim letter), there was no storm, no lightning and no wind. This was when the actual power surge occurred. As I stated in our claim letter we awoke at 1:30 AM to our night light lighting up the whole room, half of the electric power in the house was off and half was on, there was the strong smell of burning wires in the house and the circuit breakers had all flipped off. We then called the fire department. (I'm sure the fire departments records could verify their response to these calls on May 30 and May 31). We went outside because we were uncomfortable being in the house with the smell of burning wires. Again, there was no rain, no lightning and no wind as we stood in our driveway and watched the burning wires. After the fire department came approximately 2:00 AM another Ameren crew came because the electric wire was burning and sparks were flowing from the electric pole in our backyard. One of the Ameren workers indicated to our neighbors at *** ******* that the previous worker, who had come on May 30, had not properly fixed the problem. He stated that four houses would probably be affected by the fire on the lines that caused the surge, those being *** ******** *** ******** *** ******* and *** ******** As I sure you can verify from claims from the occupants of these four homes, they were all affected by the surge, causing severe damage to many of their appliance major appliances. As I stated in my claim, we have all of our appliances that were affected, if Ameren would care to come and look at them to verify the damage. I'm sure that Ameren employees have to file work orders for every job they go to, explaining what the problem was and how it was dealt with. I'm also sure that you are able to obtain these work orders from Ameren. Therefore, we would like to request a copy of the work orders for the Ameren employees that came on May 30 and on May 31st as proof that there was not a mistake made by first crew that came on May 30. I'm sure there should be notes as to what the weather was time also. If you do not supply us with the work orders, we will consider seeking legal help in obtaining these work orders. We have been out of electric power many times, and at one time for five days, and we have never filed a claim because the cause, in fact, we because of weather-related problems. However, these outages have never caused our appliances to be totally damage. Since there were four families that were all affected severely from this surge, as the Ameren employee knew, I don't know how you can say that all these appliances were ruined because of the weather. If there was a mistake made in how the problem was addressed, I would expect Ameren to do the ethical thing and reconsider these claims again. I will expect a reply from you concerning this claim by November 12, 2013, including copies of the work orders for the two work crews responding on May 30 and May 31. If I do not hear from you I will seek legal help to resolve this complaint. Sincerely, *****, **** ********

Desired Settlement: We have been out of electric power many times, and at one time for five days, and we have never filed a claim because the cause, in fact, we because of weather-related problems. However, these outages have never caused our appliances to be totally damage. Since there were four families that were all affected severely from this surge, as the Ameren employee knew, I don't know how you can say that all these appliances were ruined because of the weather. If there was a mistake made in how the problem was addressed, I would expect Ameren to do the ethical thing and reconsider these claims again.

Business Response: Initial Business Response /* (1000, 5, 2013/10/25) */ This customer's original claim was denied. On 10/17/13, we received a letter from the customer dated 10/12/13 detailing the events that occurred on 05/31/13 and disputing the denial. In reviewing the information provided, our claims adjuster contacted the area engineer to determine exactly what happened and if there is any responsibility on Ameren's behalf. Per our Claims Department, the adjuster has contacted the customer and an amicable settlement agreement has been reached.

10/18/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Ameren UE Ameren has accepted, received and improperly applied a payment I made to an incorrect account. I have wasted 3 hours trying to fix this with them. on 8/13/13, I purchased a money order in the amount of $300.00. I mailed to it Ameren along with a few other payments on other accounts of mine. On this money order, I printed the service address and account number. I have wasted over 3 hours on the phone with the donkeys at Ameren trying to assist them in figuring out how they have screwed up my payment. I have mailed them a copy of the money order that they screwed up. I spent $15 to get it. I mailed it to them 10+_ days ago to the address they requested. The donkeys managed to screw it up again and have no record of me sending it. They demand that I fax it and waste more time and money to fix their error and refuse to let me send them an email scan of it. I continue to get the runaround. What the heck does a person have to do to get them to fix their own self created problems?

Desired Settlement: fix the stupid problem AMEREN created. Compensate me for lost time and expenses wasted fixing the problem the ignorant people at Ameren have created.

Business Response: Initial Business Response /* (1000, 5, 2013/10/10) */ In reviewing the information, the $300.00 money was submitted with 2 other payments and 2 bill stubs for additional accounts in the customer's name. Unfortunately, the money order was divided and posted to the two account numbers on the bill stubs. Those accounts have an existing credit although current balances have been deducted from the original overpayment. We are currently working with the customer to determine how best to re-post the payment and any late fees associated with the error have been credited. Options have been provided and the customer has advised us he will call our office on 10/11/13 to discuss in an effort to resolve the situation. Final Consumer Response /* (3000, 7, 2013/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke to approximately 10 incompetent people form the company in an effort to proactively resolve this. I wasted over three hours, maybe close to four hours, trying to fix this. They even managed to lose extended mail correspondence on the lost money order that I mailed them. In fact, they had the nerve to criticize me for not faxing it to them. Had I faxed it to the, I would be out even more money and time. I requested to be compensated for the lost time that directly resulted from the error made by Ameren and the excessive incompetence from the call center employees. I suspected what the lady from corporate claims to have happened to be the case, that payments were misposted. I called on two separate times and spoke to 2 different people asking if the payments were misposted and for them to dig into it. I was assured that this wasn't the case, when, in fact, it was. Additionally, they did nothing until I filed a complaint with the BBB, 10+ phone calls and 3+ hours later. They're a glowing example of the abuses that a monopoly can pull off. Of course, the rep played the, "I can't help you," card when I requested something for my time. The time lost was conclusively a direct result of Ameren's failures and the total inability of their employees to troubleshoot a problem. Talk is cheap and doesn't return the 3+ hours of lost time or do anything about the aggrevation these fools have needlessly dumped upon me.

10/17/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I called Ameren on Aug. 8, 2013 to alert them of my relocation and to schedule a disconnect of service for the 1st of Sept. At the time I was NOT informed that even though I had requested the disconnect 3 weeks in advance, the date was not guaranteed. Nor was I informed of any inability to schedule disconnects on Sundays. On Sept. 15, I received a letter for my last statement siting usage into Sept. 5th. The first time I called to inquire about the bill I was told by the rep that my Landlord had switched the bill over into my name after I had scheduled a disconnect. After speaking to my landlord I found the information to be false and called Ameren IP a second time. I was then told by a supervisor named ***** that I scheduled a disconnect on an unavailable day and although I was clearly misinformed by one of their reps, the situation was a "training issues" that Ameren would "look into" but nothing would be done about prorating the bill because "we don't have to". Upon asking for ******* supervisor I told that once the situation escalating to her she didn't have to connect me with her boss or anyone else. When asked for someone to report her to I was given a false number. My bill was due today but I refused to pay it until this gets straightened out. Please help Product_Or_Service: Utility - Electric Account_Number: XXXXX-XXXXX

Desired Settlement: I would at the very least like my bill to be wiped or prorated with no late fees or extra charges

Business Response: Initial Business Response /* (1000, 6, 2013/10/16) */ September 16, 2013 Better Business Bureau Open Date: 10/02/2013 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: Service Address: The customer's complaint is in regard to a disconnection request. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Ameren Illinois records indicate consumer established electric service at address, on May 11, 2012 (account #XXXXX-XXXXX). The property is managed/owned by the **** ****** Housing Authority, which has a landlord agreement with Ameren Illinois that is managed online. On Aug. 8, 2013, Ms. requested disconnection of the service effective Sunday, Sept. 1, 2013. Although Ameren Illinois cannot generally provide disconnection service on Sundays (because the meter must be read to do so), the Company representative offered the disconnection for Sept. 1 (in error). Immediately after the service order was issued, the Knox County Housing Authority revised the disconnection order date online from Sept. 1 to Sept. 4 (not Sept. 5, as stated in the complaint). Ms. service was disconnected effective Sept. 4, 2013. The final bill in the total amount of $35.14 (supply and delivery) was sent to the property address on Sept. 5, 2013. Landlords and property managers who have obtained the signatures of their tenants on a "Utility Addendum to Landlord Lease" at the time of establishing a lease may have the authority to start/stop service for their tenants - and to revise the start/stop dates. Any disagreements arising as a result of the terms of the addendum are between the landlords/property managers and the tenants. However, because Ms. provided a clear date and the Company now has a reading with which to prorate a final bill, Ameren Illinois has agreed to disconnect the service effective Sept. 1, 2013. The Company sent a revised final bill in the total amount $33.39 on Oct. 3, 2013 to address (the address on the complaint). The final bill includes adjusted charges for delivery only of 11 kWh of electric service from Aug. 22, 2013 through Sept. 1, 2013 (vs. 14 kWh that was originally billed between Aug. 22 and Sept. 4). Ms. former electric supplier, ********* ******* will be responsible for any potential credit of the electric supply attributable to the adjusted final bill. Ameren Illinois has notified ********* ****** about the rebilling, via electronic data interchange. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs 370 S. Main Street, E-17 Decatur, IL XXXXX cc: ******** *****

10/17/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Ameren UE I have strong belief that I am being over charged on my electric usage! In the past 2 years I have gone to a gas dryer and a new ac system and I have not seen a drop in my bill! With that being said I have not seen anyone come read my meter what so ever nor do I believe there is an electronic device inside the meter that transmits that sort of usage back to the company. Ameren UE is know to "average" peoples bills and not do a constant meter reading.

Desired Settlement: I would like a person from ameren UE to come out monthly to read my meter, I would also like them to open up the meter and show me this electronic device that reads our usage and sends it back to the billing department! If they cant provide me with any of this I would like my bill credited in some sort of amount.

Business Response: Initial Business Response /* (1000, 5, 2013/10/15) */ In reviewing the information, for billing purposes,daily meter readings are submitted electronically by an AMR (Automated Meter Reading) module on the meter. The automated reading is included on the monthly bill as the present reading and can be verified by comparing to the actual reading on the meter at the residence. This customer has not received any estimated bills since establishing service and the current 12 month usage history at this residence is actually lower than the previous 2 years usage history. Unfortunately, we are not receiving payment in full each month and the balance owed has accumulated. The customer has been billed for actual usage; therefore, the account will not be credited. An activity statement for billing and payment history can be requested by calling our Customer Service Department at X-XXX-XXX-XXXX.

10/14/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I filed for a medical hardship and was placed on a budget October 2012 with consumer relations to pay $90 each month. The bill increased through the months. I was not able to pay the September 2013 bill and my services was shut off October 2nd. I need the services turned back on as I sleep with the aid of a machine.

Desired Settlement: I would like my service turned back on.

Business Response: Initial Business Response /* (1000, 5, 2013/10/04) */ In reviewing the information, due to slow payment history, disconnect notices were mailed to the customer on 09/17/13 and 09/19/13. Payment was not received and the service was disconnected on 10/02/13. An energy assistance agency called to report 2 pending pledges and service was reconnected the same day.

10/10/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I made arrangements to pay my power bill with Ameren. I went on their website, scheduled a payment and selected the agreed upon date. September 5th I got paid, checked my bank account online, confirmed that their payment of 200.00 came out of my account, and went on about my day. Ameren shows up at my home and disconnects my power that afternoon. I call, they required me to get a copy of my bank statement showing the funds had been removed from my account. I fax in the copy of my statement and called back. Ameren claimed that since I didn't choose the 'pay now' option, and I selected a specific date for the funds to come out of my account, that the funds are "in transit". Even tho the funds are no longer available to me in my bank account, and in fact "cleared" my bank on the 6th I was required to pay my bill AGAIN. The lovely people in customer service told me that my power wouldn't be turned back on until either my payment cleared my bank, and was posted to my ameren account, OR I pay my bill again. They didn't offer a stop payment, wouldn't refund my money. I had my bank fax a letter and a banks statement asking for a refund. They promised my bank representative a check would be issued. I called them the following week regarding the 'promised' refund, and they claimed to have no knowledge of it. They kept my original payment of $200 and made me pay an additional $166 and they kept my money and applied it to a bill that wasn't due for two weeks. I had a -66 dollar balance after that bill which they refused to reimburse, and are applying it to a bill that hasn't been posted at all yet. Product_Or_Service: power Account_Number: XXXXX-XXXXX

Desired Settlement: I wanted my money back. I have a family of 6. A ten year old, two 7 year olds, and a 7 month old. I am the only income in my household due to my spouse being let go from his job due to cutbacks. Ameren all but stole an extra $200 from me, and I live paycheck to paycheck in these tough economic times. If a refund isn't possible at this point, because by the time the matter is solved, I will actually owe money on my power bill again, a printed public apology would suffice (local news paper).Thanks

Business Response: Initial Business Response /* (1000, 5, 2013/10/02) */ October 2, 2013 Better Business Bureau Open Date: 09/25/2013 Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: Service Address: The customer's complaint is in regard to overpayment refund. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Company records indicate that consumer established electric and lighting service at address on August 18, 2011 (Ameren account number XXXXX-XXXXX). On August 22, 2013 the Company mailed a Final Notice Prior to Disconnection to Ms. for the past due amount of $160.31. The due date shown on the final notice was September 4, 2013. On August 26, 2013 the Company mailed a bill to Ms. in the amount of $293.86. The prior amount due on this bill was $160.31. The current charges on this bill were $133.55 due September 16, 2013. Under the "Important Information heading on page one of this bill, the Company printed the following warning: "Important. A final notice prior to disconnection has been issued on the unpaid previous balance. The previous balance must be paid by the due date shown on the final notice." On August 26, 2013 Ms. also scheduled a payment of $200 to post to her account on September 5, 2013 through the AmerenIllinois.com website using a checking account. On August 28, 2013 at approximately 5:23 P.M. the Company called Ms. at XXX-XXX-XXXX using an automated telephone notification system to advise her of the Final Notice Prior to Disconnection. The automated calling system noted her account that there was "No Answer" to this call. On September 5, 2013 at approximately 11:03 A.M. Ms. electric service was disconnected for nonpayment of the past due balance in the amount of $160.31. On September 5, 2013 at approximately 11:07 A.M. Ms. called the Company and asked about the disconnection for non-payment that was completed. The customer stated that she had made a payment in the amount of $200 to be processed on September 5, 2013. The Company representative explained that the payment had not yet posted to her account. On September 5, 2013 at approximately 1:04 P.M. the Company received a payment in the amount of $160.31 and immediately issued the order to have Ms. electric service restored. On September 5, 2013 at approximately 2:21 P.M. Ms. electric service was restored. On September 6, 2013 at approximately 3:01 P.M. the Company received a telephone call from Ms. and a representative from her bank asking about the status of the overpayment. The Company representative explained that there was an excess credit on the account in the amount of $66.45. It was explained to Ms. that there was a 14 day waiting period to refund the excess credit unless there is a letter received from the bank stating that the payment has cleared and will not be returned. On September 30, 2013 the Company mailed Mrs. a refund check in the amount of $66.45 for the excess credit that was remaining on her account. The Company has thoroughly investigated Ms. complaint and determined that Ameren Illinois has followed all regulations stated in Administrative Code Title 83 PART 280.130 Discontinuance of Service. a) Discontinuance 1) A utility may discontinue service when any customer fails to do any of the following: B) pay a past due bill owed to the utility for the same class of service furnished at the same or at another location. For purposes of this subsection, a utility may discontinue service if the current customer is liable for a past due bill for utility service... 2) The utility can discontinue service only after it has mailed or delivered by other means a written notice of discontinuance substantially in the form of Appendix A. Any notice required to be delivered or mailed to a customer prior to discontinuance of service shall be delivered or mailed separately from any bill. Service shall not be discontinued until at least five days after delivery or eight days after the mailing of this notice. The Company mailed a Final Notice Prior to Disconnection to Mrs. , along with attempting to notify her by telephone and printing a warning on her most recent bill. The due date shown on the Final Notice the Company issued was September 4, 2013. Ms. scheduled a payment through the Ameren Illinois website on August 26, 2013, but the date that Ms. scheduled the payment to post to her Ameren Account was September 5, 2013 which was after the due date shown on the Final Notice. The Company did not actually receive the $200 payment until after she had already paid the additional $160.31 on September 5. Because no letter was received from Ms. bank stating that the payments would not be returned by the bank, the Company waited the minimum fourteen days before refunding the excess credit on her account in the amount of $66.45. This fourteen day waiting period is Company policy to ensure that payments are not returned before issuing a refund for overpayment. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs *** ** **** ******* **** ******** ** XXXXX

10/9/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This is ongoing with this company. I have spoken to many individuals whose bill fluctuates throughout the summer months. My particular bill was when I was barely at home. I had a burglary in my home and has not felt comfortable staying there. I was issued a bill for July- August for 130.00 for one month and stated I needed to pay 330.00 just to get cut back on for this. When I questioned the bill that is the info they gave me. I wondered how could I accumulate so much electricity in one month when I was barely there. One representative had the BRIGHT idea of telling me to unplug my appliances when I leave home. Really??? Who does that. Then they went as far as to say that even though I am not there I am still running electric...duh, and I might wanna check with my leasing office to get an electrician to come in to see what is accumulating so much electric. I have been at my apartment for 5 years. I went as far as to have a meter man come out and reread the meter and when he came I thought he was going to explain to me how it works. He just had a magic wand that he swiped over it and told me to check with them in a couple of hours for the results. Of course when I called back they said the reading was correct but the meter man even told me that if they do not get an accurate reading they would make an estimate. How are you going to estimate my electric and put me in a position where I am without if I dont have the funds you ESTIMATED I pay to get cut back on. It took three days for me to even speak to a supervisor and when I asked for the complaint person or customer advocate they told me it was 24 hours for that person and I have yet to speak to them. I have since taken out a loan to pay the electric bill because I needed it but this needs to be looked into because like I said it happens too often.

Desired Settlement: My bill needs to be looked into and an adjustment needs to be made or my meter needs to be replaced.

Business Response: Initial Business Response /* (1000, 5, 2013/10/09) */ In reviewing the account, service were disconnected for unpaid service used from May to August 2013. Notices were mailed 2 weeks prior to the disconnection to allow the customer ample opportunity to call and make arrangements. The usage on the customer's August bill was not estimated, it was based on actual service used during that billing cycle. After services were disconnected the customer spoke with multiple representatives and a Leader. When discussing this with the customer we did advise to make sure that everything is off (i.e. air conditioner or furnace) when she is not home and to contact her landlord to assist in investigating the cause of her high usage. Unfortunately, Ameren does not maintain nor investigate internal issues such as wiring, appliances, etc. We explained that we can advise exactly how much service is used but cannot advise what is using it. In the event that a meter is not transmitting daily readings it may be necessary to estimate the usage for billing purposes. However, this was not nor has it ever been an issue for this customer. All past bills are based on actually readings and are for the service used in her apartment; therefore, no adjustments will be made. Our field personnel even verified that the transmitted reading is in line with the reading on the meter. Please let us know if additional information is needed.

10/4/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have an account on my credit report, I've told them this is not my account, I don't have an account with them. They refuse to listen and help. Product_Or_Service: none Account_Number: XXXXXXXX

Desired Settlement: I want this deleted from my credit reports.

Business Response: Initial Business Response /* (1000, 5, 2013/10/03) */ The customer's complaint is in regard to billing responsibility. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Company records indicate that consumer established electric and natural gas service at address on October 26, 2004 (Ameren account number XXXXX-XXXXX). On May 20, 2011 a request was entered via our website AmerenIllinois.com to disconnect the electric and natural gas service from Mr. *******' name on May 31, 2011. On June 3, 2011 the Company mailed a final bill to Mr. in the amount of $1802.46 due June 24, 2011. After the due date the Company assessed late payment charges and the balance is now $1829.61 The current outstanding balance on the account is $1829.61. If Mr. believes that this service was established without his knowledge or permission Ameren Illinois would require a completed fraud packet to being an investigation. The Company will begin its investigation into this fraud matter upon receipt of the necessary documentation, including all of the following: ' Copies of two forms of identification from Mr. ' Completed, signed and notarized ID theft affidavit ' Copy of the police report from the local police department having jurisdiction where the crime occurred ' Proof of residency covering the time period when the service was active in Mr. name at address(October 26, 2004 and May 31, 2011). Examples of proof of residency include (but are not limited to) the following: Utility bills (phone, water, etc.) Lease agreement Insurance bills Pay stubs W-2s Bank statements On October 1, 2013 the Company mailed Mr. an ID theft affidavit. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs

10/4/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Ameren UE I am writing in regards to Ameren sending my final bill to a creditor. I was responsible prior to my move and asked for my final bill to be sent to my new address. This has not occurred to date. No final bill was ever received from Ameren. I did receive a bill from creditor basically stating payment was due now. When I called to inquire about the letter, the representative was very rude and nasty and asked if I was going to pay the bill. I explained to the customer service representative that I had no problem paying the bill. I would not have given a forwarding address and asked for the final bill to be sent to me if I had no intention on paying it. I explained to her being a customer for over 20 years and this is how I get treated from Ameren. I was disgusted and disappointment with the treatment and lack of ownership for their doing. My son told me that he never received a final bill from them either after my recent experience, I totally understand my son's frustration.I spent a break and a lunch period dealing with this issue on top of the time prior to my move to ensure something like this does not occur... I feel that my last bill amount should be refunded to me due to the amount of time that it took to get this situation settled with Ameren. I have also requested a final bill to be sent to my new address showing the zero balance so there is no question in the future regarding the closing of this account.I would advise others to be careful and if you are moving, stay on them, because their lack of communication can cause you a dip in your credit score.

Desired Settlement: DesiredSettlementID: Refund Refund of monies and information taken from ************** would also like a final final bill sent to me showing zero balance so there is no question about the bill payment. XX-X-XX consumer response: Thank you for your quick response. I don't have a final bill to know if the charges were valid. I requested a copy of the final bill and reminder they claimed they sent out and nothing received to date. I was told they couldn't regenerate the reminder bill but was going to send me the copy. I'm still waiting on the requested information.

Business Response: Initial Business Response /* (1000, 5, 2013/10/04) */ Ameren Illinois records indicate consumer established electric service at address, on April 26, 2004 (account #XXXXX-XXXXX). On July 24, 2013, Ameren Illinois sent a normal monthly bill to Ms. at the property address in the amount of $222.91. This bill included charges for service between June 20, 2013 and July 22, 2013. The service was disconnected in Ms. name on Aug. 4, 2013. On Aug. 7, 2013, at Ms. request, the final bill in the total amount of $261.50 was mailed to address. The United States Postal Service did not return the bill to Ameren Illinois as undeliverable. Payment in the amount of $222.91 was received on Aug. 14, 2013, leaving a remaining final account balance of $38.59. On Sept. 3, 2013, a late charge of $.58 was added to the account, bringing the total account balance to $39.17. When the Company did not receive payment of the remaining balance by the final bill's due date of Aug. 28, 2013, a third-party reminder letter was sent to Ms. by MediCredit Inc. on behalf of Ameren Illinois. On Sept. 18, 2013, at Ms. request, a copy of the final bill was sent to address. Ameren Illinois received payment of $40.00 on Sept. 19, 2013. Ms. account #XXXXX-XXXXX for previous service in her name at address, is paid in full. Ameren Illinois will refund the overpayment of $.83 to her. The refund will be mailed on Oct. 14, 2013. The Company complied with Ms. original request to mail the final bill to address at the time of her request to disconnect service in August 2013. Because Ameren Illinois provided Ms. with utility service through Aug. 4, 2013 (the time period included on the final bill), the Company is unable to refund additional charges. ********** **** serves only as a third-party debt collector for Ameren Illinois; it is not a collection agency. Since there is no longer an Ameren Illinois debt, Ms. will receive no further letters from *********** mailed a copy of zero balance bill.

10/3/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My electricity was turned off. I have a newborn baby and Missouri State regulations states homes with children under 5 years of age electricity can not be turned off. I contacted AmerenUE and I was told it was at their discretion.

Desired Settlement: I would like the electricity turned back on.

Business Response: Initial Business Response /* (1000, 5, 2013/10/03) */ In reviewing the information, a bill was mailed to the customer on 09/18/13. Due to a prior balance, a disconnect notice was also mailed this day. A partial payment was received and a second disconnect notice was mailed on 09/26/13 for the remaining unpaid prior balance. Due to non payment, the service was disconnected on 10/02/13. The customer called to report payment of the disconnect notice amount due and service was reconnected on 10/03/13.

10/3/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Ameren withdrew automatically from my bank after auto-debit was canceled. I canceled my automatic withdrawal from my checking account on the 18th, and set-up withdrawal from my new account the same night. When you do this on their website (cancel the auto-debit) it says that the process was completed successfully. Then I re-enrolled with my new banking information, and that told me it might take a bit to go through (only the new withdrawal, not the previous cancellation), so I went down to the grocery store and wrote them a check. About a week later I noticed that I had an overdraft charge on my old bank account because Ameren had debited my electric bill even though I had canceled the automatic withdrawal service. I called the bank to explain, and also called Ameren to see what the steps were to get them to pay the $30 fee the bank charged me. The first person responded to me that it can take up to two months to cancel the auto-debit, then transfered me to someone else. The second person said it takes 5 days to cancel, and also told me that had I called them I would have known that (why would I call when I could cancel online and it didn't state anywhere on that page that it would take 5 days to complete?) This second person then left a message with someone else to call me regarding the matter. The third person left me a message stating that it takes 3 days for auto-debit to be withdrawn, that it says so online, and therefore they aren't liable. First off - it appears nobody at the company really knows how long it takes, so how should I know? Secondly, they should not have an Internet response that says the cancellation was done successfully if it wasn't. Thirdly, if there is a date limitation to when cancellation becomes affective, it should be written out to their clients when the cancellation occurs (right on the screen of the computer). Fourthly, if they want customers to call to cancel automatic debit, then they need to take the online option off of their website. I need them to write a letter to my bank stating their error so that the overdraft can be removed from my credit rating, and also if the bank still wants to charge $30 then Ameren will be paying it as it was their mistake that caused the overdraft.

Desired Settlement: Letter to the bank stating that it was their mistake the account was overdrawn, and $30 for what the bank is charging on overdraft.

Business Response: Initial Business Response /* (1000, 5, 2013/10/03) */ In reviewing the information, this customer has been on our DirectPay program since 2008. This is a payment option where the customer's balance due is automatically deducted from their account each month on the due date. On 09/06/13, a bill was mailed with a due date of 09/19/13. After business hours on the evening of 09/18/13, our records indicate the customer accessed their account online and changed the bank account information for payment. Unfortunately, the billing information had already been electronically submitted to the bank for payment the next day and was debited from the original account. This payment posted on 09/19/13. On 09/23/13 we received a second payment in the same amount and the account currently has a credit for the overpayment. The customer has been advised we will not reimburse the overdraft fee her bank is charging as we were not given sufficient time to change our records and stop the scheduled payment.

10/1/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On May 31 a tornado came through the area and tore down electric lines and poles. Ameren did a fine job of repairing the problem but in doing so they used my property as a storage facility for equipment and material. They left massive ruts in my property making it nearly impossible to mow over. Approximately 6 weeks ago, without permission from me, Ameren drove one of their service trucks across my property to access one of my neighbors property. Once again they left ruts and holes. I have tried contacting them and I was assured that within 3 to 5 business days they would have someone contact me. That never happened. once again I contacted them and they once again assured me they would get right on it. It is now the end of September and they **** not respond. Their customer service department is a joke. You can't get through to anyone unless you know the name of the person you need to talk to. I don't have a choice whether I pay my **** or not. Why should they get a choice as to whether they fix their damage or not? Product_Or_Service: Electric Account_Number: XXXXX-XXXXX

Desired Settlement: I want my property repaired!

Business Response: Initial Business Response /* (1000, 5, 2013/09/30) */ In reviewing the information, due to damage to the customer's property, a claim was filed and a landscaper was hired to make the repairs. The landscaper left a message for the customer on 09/10/13 asking him to call to discuss the repairs needed. On 09/19/13, as no return call from the customer, the landscaper went to the location and walked the neighborhood looking for the damage. The damage found was around a pole and repairs were made. Based on the information provided in this complaint, the landscaper went to the customer's residence this morning, however, no one was home and there was no answer on the telephone. Per our Claims Department, they have left a message asking the customer to call in an attempt to resolve the issue.

9/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ameren UE March 1, 2013 I went into the hospital and was in a coma for 3 months. I'm on disability and I asked Ameren UE if I could get some help paying my bill. They told me I had to get a shut off notice to qualify for the program to help me pay my bill. I did that and then they said all the money for the program was gone. Now I'm getting a bill for $3,391.00 or they will shut off my electric. My church and other organizations have helped me raise half of the money and I gave it to Ameren UE.

Desired Settlement: Now they are saying I have a bill for $1,500.00 and they are going to shut my electric off. I must have oxygen. I need them to work with me on a payment plan. This will put my life at risk. They are going to cut off my electric October 15, 2013!

Business Response: Initial Business Response /* (1000, 5, 2013/09/25) */ In reviewing the account, the customer has exhausted all resources and arrangements available. A Cold Weather Rule Payment Arrangement will not be available until November 1, 2013 and the customer will not be eligible for another Medical Hardship Extension until April 16. 2014. Unfortunately, due to the balance and payment history, the full past due amount is needed by 10/15/13 to avoid interruption of service or to reconnect if service is cut. The customer also has an active inquiry with the Missouri Public Service Commission that is currently under review. Please let us know if additional information is needed.

9/25/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I'm a mother of three children and I just gave birth to my third child one month ago. I've been out of work all year and have been doing my best to keep my services on. In Aug. of this year I had a balance with Ameren of over 600.00 I called to try to make arrangements and was told by company no arrangements would be made even though I expressed to them that I just gave birth to a newborn baby, my disconnection amount was for 404.00 and I paid 302.00 because that's all I had and company wouldn't allow me to make arrangements, So, about a week later which was 9\5\2013 Ameren turned my services off due to a remaining balance of 102.00, I borrowed money from everyone I knew so my children and I wouldn't be in the dark to have my services restored that same day, Now today, I have a disconnection notice for 260.51 due by 9\26\2013, I called Ameren again to try and make arrangements on this amount, I informed the agent that I was unemployed with three small children and I'm doing the best I can do, please allow me to make arrangements, the agent advised no arrangements would be made, I informed the agent that I would be contacting BBB.

Desired Settlement: I would like the matter resolved by allowing me to make payment arrangements on my bill.

Business Response: Initial Business Response /* (1000, 5, 2013/09/25) */ In reviewing the account, the customer has exhausted all arrangements available with the exception of a Medical Hardship Extension. I have attempted to contact the customer to advise of this option but the phone number on her account did not work and no contact number was provided on the complaint. To apply for a Medical Hardship Extension, a letter from the doctor would need to be provided; the letter must be on letterhead and include her name, address, account number, reason for medical hardship and signature of the doctor or a nurse practitioner. The letter would then need to be faxed directly to us from the doctor's office. The requested information is needed prior to disconnection or within 24 hours after disconnection to be considered. Due to the number of faxes we receive each day, the information would need to be faxed as soon as possible in hopes that it can be reviewed before service is turned off. If granted, disconnection will be cancelled or reconnected if needed without payment; the full balance would then be due by October 25, 2013 to avoid disconnection again. A Cold Weather Rule Payment Arrangement will not be available until November 1, 2013 but Energy Assistance funds may be available to her beginning October 1, 2013. Please let us know if additional information is needed.

9/25/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I contacted Ameren, I just moved into my apartment, I contacted them to get my electric transferred into my name. I found out that there is a bill out there in my name of $5XX from November of 2006. During that time, I was incarcerated for 2 years. I turned myself in October of 2006. I called and explained this and they told me to file a victim complaint. I did this and submitted documentation showing I was incarcerated. They told me once they got the documentation, everything would be resolved. Two weeks later I get a letter with a huge bill. I called and spoke to ******, a manager, and she explained the bill would not be resolved and I had to submit something from the court saying they were investigating identity theft. I found out I also had gas in my name and submitted a police report. They said this wasn't good enough and I needed court docs showing this. I went back to the police and they said that should be good enough because they are investigating it. I am responsible for the bill until I can prove they are investigating it.

Desired Settlement: I feel that I have enough documentation showing I was incarcerated at this time. I would like for them to accept this and consider this debt void.

Business Response: Initial Business Response /* (1000, 5, 2013/09/24) */ In reviewing the information, unpaid balances (2 separate accounts) in the customer's name transferred when new service was placed in her name. The customer called to dispute the balance and was advised to complete the identity theft packet and return with a police report, picture ID, social security card and proof of residency for review. Although the customer has provided proof of incarceration, a large portion of the transferred balances occurred at an earlier date. Court documents also verify she was evicted from the previous locations. I left a message asking the customer to call to discuss in an effort to determine what is still required to resolve the situation.

9/25/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Ameren UE Last month they made me pay $710.00. I'm a low income family. They have been holding $300.00 for over a year as a deposit. I have paid all my bills on time and I should get my $300.00 deposit back. Now they have sent me a letter in the mail stating they are going to disconnect my service unless I pay $305.00. I just paid $710.00.

Desired Settlement: I want my $300.00 deposit back. I have requested my deposit. I don't know why I have a disconnect notice. I want someone to call me and discuss this.

Business Response: Initial Business Response /* (1000, 5, 2013/09/24) */ In reviewing the information, a deposit was originally assessed on this customer's account when reconnected on 09/01/11. This deposit was cancelled when a payment arrangement was established on the account. Due to a continued slow payment history, a deposit was re-assessed on 04/22/13. The deposit was billed in 3 installments on the June, July and August monthly bills. Unfortunately, a recent payment was returned and each monthly bill includes a prior balance, therefore, the deposit will not be applied back to the account until the customer has a good 12 month payment history. We spoke with the customer on 09/24/13 and explained our deposit policy.

9/25/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: For the last few months I have been paying my bill, just like I should have been, however each month I noticed my bill decreased little by little, but due to the flucuation in billing, due to the heat, etc, I did not think anything of it. I then called Ameren Missouri when my bill started getting noticeably low. I was told over the phone that the signal that sends them the signal each month as to what the reading is on the meter was going bad. I was told they would go and get the piece fixed. This is completely their fault, not mine their meter is having issues. I then on September 18, 2013, I get a bill for a total of $660.50 when my bill is always around $100. I am told that the extra $560 is a total of the amount I have been underpaying the numerous months beforehand. I feel that this is not my fault that a piece of their equipment has failed, and I should now be liable for a huge bill. They should be able to tell if something goes wrong with their equipment, now I am stuck with this bill I dont believe I should have to pay all this extra of. Product_Or_Service: Ameren Electric Account_Number: XXXXX-XXXXX

Desired Settlement: I believe I should have the past months of underpaid electric voided. It is not my fault a piece of their equipment was malfunctioning and going bad. I believe I should have to pay for this month, and this month alone, and they should have to eat the rest because of their own piece malfunctioning in their equipment. There is really not a way for me to know this is going on, this should be their problem not mine.

Business Response: Initial Business Response /* (1000, 5, 2013/09/24) */ In reviewing the information, on 08/28/13, the customer called to report that he did not feel his billing is correct as the recent bills were too low. Based on the information provided by the customer, an order was issued to check the meter. On 09/09/13, we found the meter was still recording actual usage, however, the AMR (automated meter reading) module was no longer transmitting the correct readings used for billing purposes. The meter was changed and a manual reading was retrieved from the removed meter. This information was forwarded to our Customer Accounts Department and the customer was rebilled for the actual usage recorded on the meter. I left a message advising the customer the balance will not be adjusted as he has been billed for the usage provided at his residence, however, a 12 month payment arrangement is available if he wishes to call to discuss.

9/24/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My wife contacted Ameren and tried to setup payment arrangements and was advised they will not make any payment arrangements she has to pay balance in full by Sept 20th or be disconnected. I contacted and spoke to a supervisor and was advised because we made our payment in June they were refusing to make payment arrangements with us. We went through a tornado in April and I lost my job and we have been playing catch up since. Im not asking for any extended payment arrangement. All I asked for was a 50/50 payment arrangement where id pay 50 percent of the balance on 09/20/2013 and the remaining 50 percent 2 weeks from that time. I have 3 small children and they have to eat and i have to pay rent. Account_Number: XXXXX-XXXXX I want ameren to work out a 50/50 payment arrangement as stated above. to tell a customer that since they messed up once you wont work with them to at all is ludicrous. I want a call from someone at their corp office to call and work something out with me. Our account number is XXXXX-XXXXX

Desired Settlement: I want ameren to work out a 50/50 payment arrangement as stated above. to tell a customer that since they messed up once you wont work with them to at all is ludicrous. I want a call from someone at their corp office to call and work something out with me. Our account number is XXXXX-XXXXX

Business Response: Initial Business Response /* (1000, 12, 2013/09/24) */ Per our original response provided on 09/19/13, the account does not qualify for additional arrangements at this time. On 09/20/13, payment for the full past due balance was received and disconnection cancelled.

9/20/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Ameren UE Dear Sir:I write as I am confused and need help. I have tried contacting company's customer service, president **** and Vice president ***** I received promise of full evaluation and was asked NOT to contact others for 2 weeks. I waited but was told that checking meter is all that was required and am ignored. Company: Ameren IllinoisProblem: I cannot understand why my electric usage since Nov. 2012 until July/ Aug 2013 increased to as high as 5000 Kilowatts, was over twice as high as previous year and then increased again in recent bill. Their answer to wife was to stop using so much electricity which brought her to tears as we moved out in 8 Nov. 2012. We have only air of heater/air on, well, sump pump, refrigerator, and hot water on vacation setting. We have had all appliances checked, realtor checked entire house for usage as did neighbor who added that his home use was less. All company has said after we waited on assurance that all would be checked was to ignore calls and their promise to reply if I did not do anything.Added History: We had very high bill in 2006 and wife paid as she has Parkinson's and does what is told. I found out and Ameren found there was problem (unknown by me) and refunded fees. They blamed it on outside wiring or transformer problem but cannot find history. We are one of last homes on their line out of ************ ** and out in field. Have to wonder (advised by electric experts on web (that is always right) ) how use could increase after moved out then was lower for two months then started to increase again with no change on our part. Told could be line or transformer issue or meter reading at headquarter. Also, poll was damaged and replaced twice at least. Questions Again are: How can electric use be more than when living there up to twice as much? Why did it suddenly drop in July/ Aug. to only rise in September after we complained with no change in use on our part since we moved out? Why did Ameren as me not to write others then ignored their promise?Thanks and in need of ******** ********** ***** ********** ** *************@outlook.comXXX XXX XXXXPrevious home address: XXXXX E **** ** ******** ******** Account XXXXXXXXX

Desired Settlement: Explain why bill has increased when out of home and no electric used - Check cables, transformers etc as promised and respond to pleas for help.

Business Response: Business' Initial Response /* (1000, 5, 2013/09/17) */ Mr. also filed an ICC Complaint XXXX-XXXXX. The Company is only able to verify accuracy of our equipment. The ICC response is copied below: Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. Company records indicate that consumer established electric service at address on August 2, 2006 (Ameren account number XXXXX-XXXXX). On August 12, 2013 at approximately 2:40 P.M. and 3:58 P.M. Mr. and Mrs. called the Company and inquired about the usage at the property. He stated that he was concerned about the usage that was billed for the winter of XXXX-XXXX. In this conversation Mr. requested to speak with a supervisor. Mr. also stated that the home was vacant and there was a refrigerator, sump pump, and a furnace operating here. Additionally, he stated that the thermostat for the address is on 68 degrees in the winter. A Company supervisor entered an order to have the meter re-read to ensure the reading was accurate. On August 13, 2013 the Company re-read the meter and determined that the reading was correct. A letter was also mailed to Mr. and Mrs. explaining that the reading was correct. On August 16, 2013 at approximately 7:27 P.M. Mr. called the Company and requested to speak with a supervisor in regards to his usage. The representative explained that due to the time, there were no supervisor's available but he agreed to enter an order to have a supervisor return a call to him. On August 19, 2013 a Company supervisor called Mr. and left a message explaining that the previous meter reading was correct. On August 20, 2013 Mr. called the Company and discussed his usage again. The Company then explained that they would be testing the electric meter and would let him know the results of the test by sending a letter in the mail. On August 21, 2013 the Company tested Mr. electric meter at the home. The meter tested as 99.99% accurate. This test result is within the accuracy range provided for in Title 83 of the Illinois Administrative Code, Section 410.150. Electric Meter Test Requirement Result Light Load (10% of test amps at 100%) 99.99% Heavy Load (100% of test amps at 100%) 99.99% Weighted Average (4X heavy + 1x light) / 5 99.99% On August 22, 2013 the Company mailed a letter to Mr. ***** explaining the meter test results. After thoroughly reviewing Mr. account it appears that the usage is correct. The meter has been tested at 99.99% accurate which is within the acceptable tolerances established by the Illinois Administrative Code. Even though the home was vacant, the electricity was still used to heat the home and run the refrigerator and sump pump. Unfortunately, the Company is unable to determine what other appliances may be causing the usage inside the home, but a Home Energy Performance Audit is available for $50 through Ameren Illinois' Act On Energy initiative. The audit may be able to help Mr. and Mrs. determine measures that may help improve their home's efficiency. The energy audit consists of the following: ' Performing a thorough visual inspection ' Examine behind the walls with thermal imaging (infrared) technology ' Conduct a computer analysis of the home ' Generate a custom report that pinpoints problem areas and improvement measures Plus, depending on eligibility, your Energy Advisor(s) could install: ' High-performance showerheads ' New faucet aerators ' Compact fluorescent light bulbs (CFLs) in high-use areas of the home To schedule a Home Energy Performance Audit please call us at 1.866.838.6918 Mon - Fri., 8 a.m. - 5 p.m. The Company has also attached a spreadsheet showing the minimum average temperatures and the daily rainfall totals to illustrate the correlation between the colder temperatures and increase in electric usage, most likely due to Mr. and Mrs. electric heat in the home. Mr. also expressed to the Company a concern that the transformer or service wire may be causing the higher usage. Company experts do not believe that this is possible because any issue with the transformer would not cause the meter to run faster. The meter only registers electricity that passes ******* the meter and is used by electrically operated devices inside the home. It is the Company's position that the meter accurately recorded the usage and thus the billing is due and payable.

9/18/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: AmerenUE was trimming trees away from the power lines and killed our tree last summer. This isn't some small little seedling, this is a very large tree. They said it was already dead when they started cutting it, but it wasn't. They said that they had an arbor expert look at it before they cut it(the top branches were cut very far down), and I asked them for the report, so far nothing from this so-called arbor expert. The tree is too close to the power lines for us to take down without having to pay someone to come in and take it down, and I either want to have them remove the tree the rest of the way, or pay a tree removal company to have it done. The tree was a beautiful tree before they touched it, and they happened to do it during the worst drought season last year in 2012. I believe between their cutting the tree at the same time as the drought was happening was too much stress on the tree, so it died. I am very appalled that they killed it, but now they won't fix their mistake. First they ruined a very beautiful tree, and now they won't clean up their mess. I've waited for a time hoping that the tree would come back, but it hasn't. I think they should pay a tree service to have it removed, or at the very least, cut it down and give us a smaller tree to replant in it's place. They are supposed to be professional, well this wasn't professional at all. I think I am also going to file a complaint with the US Department of Energy. They shouldn't be allowed to go around damaging people's property and not be held accountable for it. Product_Or_Service: none Order_Number: none Account_Number: **** ******** ****

Desired Settlement: I would like them to cut it down and remove it the rest of the way without charging us for it, or I'd like them to pay a tree service to come in and have it cut down. I don't think I'm asking for an arm and a leg, and it's going to cost us a lot to have it removed since it's so close to the power lines and the tree service will have to cut it down branch by branch in order to remove it. Besides that, it is right next to the street, so that's another thing that will have to be addressed.

Business Response: Business' Initial Response /* (1000, 5, 2013/09/17) */ In reviewing the situation with our Vegetation Management, the tree in question was trimmed last year (XXXX) on Ameren's maintenance tree trimming cycle. When crews arrived to trim the oak the top of the oak was dead, and the rest of the oak in decline. When the tree crews trim a dead or dying tree, the top is stubbed cut. This clears the tree from Ameren's wires and makes it safe for a qualified tree service to cut down. This was explained to the customer. The general foreman is a certified arborist and he said the tree was dying when the crew trimmed it. That is why the oak was stubbed down. We have spoken with the customer and advised that a qualified tree service can safely remove the tree. We also advised that if we had another job in December in that area, we might be able to cut some more off the oak and leave all the debris. It was also explained that due to drought stress, oak decline, oak wilt and hypoxilin canker, oak trees are dying throughout the state. The customer insisted that the tree "bloomed" this spring; however, oaks do not bloom, a small flush of growth came out and quickly died. The Ameren line clearance tree crews trim to the ISA tree trimming standards. Please let us know if additional information is needed.


Customer Review(s)

The customer review(s) below are un-filtered. These positive and negative reviews are not used in the calculation of the BBB Rating. If you wish to file a complaint and request a resolution to your issue please click here. This customer review section is not BBBs complaint resolution system. Customer Reviews are the subjective opinion of the individual who posted the review and not of Better Business Bureau. A customer review is not posted on a business if a BBB complaint on the same issue(s) is also filed. BBB cannot guarantee the accuracy of any customer review and is not responsible for the content of any customer review. Public comments are not customer reviews.

Customer Reviews Summary

11 Customer Reviews on Ameren
Positive Experience (0 reviews)
Neutral Experience (0 reviews)
Fusion Chart
Fusion Chart