Important information
- Customer Complaint:BBB has received consumer complaints about Ameren which primarily allege difficulty switching service from one location to another, billing issues, and poor customer service. The company has address concerns brought to its attention.
Complaints
This profile includes complaints for Ameren's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 188 total complaints in the last 3 years.
- 44 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/13/2022
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was informed that I could make an arrangement for my bill that was due 10/01, I could pay it 10/18, I called the contact center, multiple times and waited on hold each time for over an hour and no one answered, no one also calls back when you leave your number which is disgustingly ridiculous. So I wrote ameren on Facebook messenger and someone responded and I asked could I pay my bill on that date and would my budget billing be affected and they told me no and also weeks prior to that, I called and a rep
Told me that it wouldn’t, but just a late fee, well when I tried to pay today, it shows my bill is 225 over 112, which I know a 1.5 late fee is not that much, why am I charged that amount, when I was told it wouldn’t be.Business Response
Date: 10/26/2022
Please look at your current bill and subtract the amount of your last payment. The bill was mailed before your payment was received.Initial Complaint
Date:10/13/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ameren is failing to admit their equipment is malfunctioning. Also, they will not let me get an outside company to test their Meter. They say it test fine but then tell me I used 243.00 in a/c last month when I didn’t run the air at all.
Moreover, their billing statements show inaccurate prices which are much higher than their contractual agreement that was put out Feb 28th 2022. No one can seem to provide any answers why and I was told to get an energy study of my home. First off, they won’t cover that cost and secondly if I pay for the energy study and the company sides with me they won’t adjust the incorrect billing.
Additionally, I have an emporium vue 2 on my main panel and circuits and it has a +\- 2% error of margin. It’s reading I’m using half of what Ameren states and is way more in line with what my past bills have been. Nothing in my house has changed and again the A/C wasn’t ran one day last month so how I used 241.00 in electric is beyond me. By their customer service department I was literally given a response if I don’t know.
That is not acceptable and no way I used 4000KwH more then the previous year last monthBusiness Response
Date: 10/20/2022
In reviewing the information, the customers' recent summer bills
were higher in comparison to the later summer bills of the prior year. The
current July to August usage was more than three times the April to May usage
in 2022. The usage increased with the summer months and is possibly due to
cooling the residence. The customer had requested a meter test and a meter test
was completed on 10/12/2022 with the customer present. The meter test passed. The
meter was reporting daily usage as normal. Additionally, the customer has also
recently installed solar equipment and the installer had submitted an
application for bidirectional metering. A new meter has since been installed in
regard to the solar equipment. The customer may additionally consider having their
HVAC systems reviewed to ensure they are functioning correctly as the prior
meter has already been tested and passed within the acceptable accuracy. As
referenced in the complaint, the customer has been billed accordingly on the
summer rate for their summer usage that ended 09/30/2022. The detailed bill
additionally lists the amount of usage billed on the summer and winter rates.
For example, the summer usage in kWh times the applicable per kWh rate, equals
the summer electric energy charge as reference on the bill. The October usage
is billed on the winter rates and since this is the first bill containing
partial winter usage, the winter usage has been prorated. The customer may
contact the customer service department at ************ if they have any other
questions.Business Response
Date: 10/31/2022
In additionally reviewing the information, the meter was
reporting usage daily as normal. A meter supervisor reviewed the information and
advised there was nothing wrong with the meter. The supervisor advised when
meters like the one the customer had go bad, they reflect less usage not more. The
usage was varying with the temperatures. As previously indicated, a meter test
was completed with the customer present and the meter test passed. We are
unable to advise for certain as to what was using more or less usage at the
premise as the meter will monitor the total amount of usage that goes through
it. The new meter continues to report usage daily that is varying from day to
day. The account will remain as billed as the meter did report usage daily and
the meter was tested and passed within the acceptable accuracy.Customer Answer
Date: 10/31/2022
Complaint: ********
I am rejecting this response because:The common denominator is the meter I don’t understand why that’s so hard to understand. As previously mentioned I have an energy monitor on the incoming (2) 100watt lines. They were measuring less usage than what your meter claimed. As they are still on par with what they were reading it’s clearly a meter issue. I DO NOT ACCEPT THIS RESOLUTION.
Sincerely,
******* ******Initial Complaint
Date:10/11/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Saturday 10/8/22 someone came on my property he did not knock or ring our door bell we were home. My dogs barking alerted us someone was out there. My husband asked what he was doing and he told him installing a smart meter. My husband and I both made the decision we do not want one. We were told we could refuse. He told us he already installed it and would have to put our old meter back. Then he started listing charges of one hundred dollars and forty dollars. None of these charges were explained to us and no information was provided about the process. When we checked the meter after he left and it has a digtal display. I am not sure if the meter was removed or not because there are cobb webs and dirt on the meter that do not look disturbed.
1) Why did he not knock on my door or ring my door bell and announce what he was going to do?
2) I am not certain he changed out our box. Why are we being charged for something he did not do?
- we live on a step him and have 2 dogs that bark when people come into our drive. How did he get around the side of our home and have time to change the box?
3) I want someone to come and open this box in front of me so we can see if the meter was truly removed and reinstalled.Business Response
Date: 10/19/2022
Smart meters or "Advanced Metering Infrastructure"
(AMI) are the next generation of meters. Ameren Missouri believes that AMI will
improve the customer experience by helping us isolate and detect outages sooner
and develop new products and services to give customers more control of their
energy usage. AMI meter installations have begun in this service area, with
completion for all Ameren Missouri customers by 2025.
The AMI meters are essentially the same as the analog meter
with Automated Meter Reading (AMR) technology that this customer currently has
on their home but with additional functionality that will enable us to respond
to outages more quickly, communicate with customers during the restoration
process, improve billing accuracy, reduce overhead costs related to the
metering system, give customers more insight and control of their energy
options and costs, and enable or enhance programs such as "time of
use" rates and "peak time" rebates.
Customer safety and data privacy are critically
important to Ameren Missouri, and our AMI meters utilize Federal Communications
Commission (FCC)-approved technology. This technology is similar to Wi-Fi,
Bluetooth and other wireless communication that is commonplace in homes,
hospitals, schools, libraries, restaurants, businesses and public places.We respect a customer's decision to "opt-out" of
the AMI meter and would like to share the following information regarding
enrollment in our Non Standard Metering service. As we transition to AMI
meters throughout our service territory, there will no longer be the option to
continue with the existing AMR meter, as that technology will no longer be
supported. There is an option to enroll in our Non Standard Metering (NSM) service. NSM service requires Ameren Missouri to visit the customers property monthly to collect energy usage information. There is a $100 charge to install a non-standard meter, and a $40 monthly charge to help cover the cost of monthly manual meter reads. Customers will not see a charge on their bill for an upgraded smart meter.
If the customer decides a NSM is the right choice and want
to enroll, please have them send a letter of request to: Ameren Missouri, PO Box 790352, St. Louis, MO 63179-0352. Please note that if you do not grant us safe access to
either install a non-standard meter or upgrade your meter to a smart meter,
your electric service will be subject to disconnection; 10-day notice of this
would be provided in advance.Initial Complaint
Date:10/01/2022
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I sold my condo at *** *********** **** * ********** ** ***** on May 12. Ameren is trying to charge me $158.25 from services from June and July when I didn’t own the condo. I’ve called several times and I cannot get this resolved. They haven’t taken the charge off my account. I’ve even asked to speak to a supervisor. The supervisor called me while I was working. She left a message but with no call back number where I can reach a supervisor again. I’m thoroughly frustrated and ready to go Solar. I’ve included my bill from Ameren and the condo closing documents for the address listed above.Business Response
Date: 10/09/2022
The information on your account shows that it requires action from customer accounting to backdate the disconnection date to 05/11/2022. Your account will be corrected and this matter will be resolved very soon.Initial Complaint
Date:09/29/2022
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Transferred my service in May but Ameren continues to bill me at both addresses for nearly half the year.
Been getting the run around for over a week trying to get it resolved.
After multiple calls with no resolution finally get a rep who basically says we have your money and now you’re screwed.Business Response
Date: 10/06/2022
In reviewing the information, the connect order for service
at the new address was issued online through the website. A disconnect order
was not requested for the prior address at that time. The customer additionally
called in early May and a time was scheduled to connect gas service at the new
address. The service at the prior address was not discussed. A new tenant
connected service in their name at the prior address in July and the customer's
account was final billed. The final bill balance has transferred to the active
account at the new address. Our records do not reflect the customer previously
requesting to disconnect service at the old address prior to when the account
became final billed, and a new tenant placed service into their name in July.Initial Complaint
Date:09/26/2022
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been living in my house for 17 years my electric has never been cut off until 9/21/2022 I paid Ameren 300 on 9/12/2022 I didn't receive a disconnect notice and it was 97 degrees outside my son who lives with me is autistic and take classes on line I'm working 6 days a week to try to make ends meet and now Ameren is now trying to make more heart ship on me and my family by asking for a 344 deposit or my electric will be cut off I don't understand how I'm supposed to pay that when I'm already struggling to pay my regular billBusiness Response
Date: 10/03/2022
In reviewing the information, a disconnect notice was sent
on 09/07/2022 for a past due balance. Collection calls were made on 09/19/2022
and 09/20/2022. Service was disconnected for non-payment. A payment was received,
and service was restored the same day. A deposit was assessed due to the
service being disconnected for non-payment. The deposit is currently being
divided into 6 installments.Customer Answer
Date: 10/05/2022
Complaint: ********
I am rejecting this response because:
I paid them 300 dollar before it was cut off and I was sick and just now getting back to work times are hard for a lot of people I don't understand why I have to choose to buy food or pay 50 dollars more a month on my light bill for a deposit if I was having a hard time paying my bill before I don't know where I'm going to get a extra 50 dollars a month for six months to give Ameren to have my son is autistic I'm bipolar and PTSD, I have RA so now me my 11 and 6 year old and autistic son will not have any lights cause I can't afford a deposit I didn't get a letter or a phone call but they was paid on the 9 of September and cut me off on 21 97 degrees outside made me leave work because my autistic son was home alone freaking out when the power was cut off
Sincerely,
***** ******Initial Complaint
Date:09/22/2022
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called Ameren in August because I received a disconnection notices for August and I paid my bill last month so I was upset when I heard my account was in collections as well, the young lady I spoke with assured me I could transfer services and it will not be disconnected even set up a payment arrangement with me to pay 126 for 4 pay. I receive my bill for September and its a final disconnection notice for the full amount of my old place, So I call and they tell me I can pay 288 as a deposit, let I wanted to make a payment arrangement for the 22nd and she told me to call then to make a payment. I call and they tell me I have to pay 399 to avoid disconnection. That is the Tired time that amount has in creased, I do not fell like they are try to work with me and continuing to add more funds as if they do not want me to afford to keep it.Business Response
Date: 10/03/2022
In reviewing the information, the customer called on
08/02/2022 regarding a recent disconnect notice dated 08/11/2022 and
additionally transferring service in August. The customer was advised service
would not be disconnected during the transfer as the timeframe was taken into
account with the transfer of service. On 08/08/2022 the customer called to
transfer service. The first bill at the new address, which included the prior
accounts remaining transferred balance, cycled on 08/15/2022. A disconnect
notice was sent in mid-September for a past due balance. The customer called
and an extension was discussed but not agreed to. Service was disconnected for
non-payment. A pledge was made and a reconnect order was issued. The customer
called and requested service not be reconnected and the reconnect order was
voided. The following day the customer called and requested to connect service.
Service was restored the same day. A Specialist attempted to contact the
customer and left a voicemail requesting the customer call back to discuss any
questions or concerns the customer may have.Initial Complaint
Date:09/19/2022
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Have been on Auto-Pay for years with Ameren UE. Apparently sometime in October or November of 2021, Ameren switched out my meter (on their own initiative) with a "Smart Meter". (Apparently, it wasn't so Smart as it didn't work.) So they seem to have switched from actual meter readings to "estimated" meter readings. This went on for almost a year. Today a got a bill for the difference between the "estimated" meter readings the past 303 Days and the "actual" meter readings of $1890.46. Ridiculous that they waited 303 days to correct an error on a meter they installed, on their own initiative, and then spring a $2000 bill on me. If there was any alternative to this horrible company I would definitely switch--but there isn't any. Can't even chalk it up to "Buyer Beware"--as it's a Monopoly, so we are stuck with them.Business Response
Date: 09/27/2022
In reviewing the information, the meter was previously
changed but was not updated in the system at that time. The billing was
recently adjusted with the actual usage. The customer called and a payment agreement
was set up on the account breaking the adjusted balance into monthly
installments. In additionally reviewing the information, a specialist attempted
to contact the customer and left a voicemail advising the customer to call the
specialist back to address any additional questions, concerns, or discuss an
additional payment agreement if requested. The customer has not contacted the
specialist back at this time to discuss any additional questions or concerns. The
customer may also contact the customer service department at ###-###-#### to
discuss the account or another payment agreement.Initial Complaint
Date:09/19/2022
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I pay my Ameren bill each month electronically from my checking account at ******** ****. In early September I tried to pay my AT&T bill of $213.70. Unfortunately I actually sent the $213.70 to Ameren. I didn’t realize that I mistakenly sent my to Ameren and didn’t figue out the mistake I made until September 16th. Upon discovery of my mistake I called Ameren Customer service and asked that the money be refunded to me. Their response was their policy was not to refund overpayments immediately. Their policy is to hold the money for 14 business days and then they will refund the money. I talked to ****** and a customer service supervisor ****** and they both told me their policy is to hold refunds for 14 days. My current Ameren bill is $39.52. I received this bill last Friday. It shows a credit balance of $174.18. I asked them to electronically transfer $174.18 to my ******** **** account from which they receive my monthly payments. They said their policy is towait for 14 days. They did not dispute that I am owed $174.18, but they will not return the overpayment because that’s their policy. They gave no reason why they hold it 14 days. I asked if I will be given interest on the credit balance of $174.18 and got no response because there is no logical or financial reason for them not to return immediately the $174.18. Writing me a refund check or electronically sending $174.18 could have been done last Friday and I could have the check now. However, I have to wait 14 days. As a customer of Ameren for over 40 years, I am extremely anger at being treated like this. Instead of being treated fairly and having the credit balance refunded to me immediately, Ameren gets to use my money to earn additional interest for Ameren and for millionaire CEO Warner Baxter. I believe this is a predatory business practice. Ameren agrees they owes me the money, they just won’t give it back to me for 14 days.Business Response
Date: 09/23/2022
Ameren Missouri's policy for a refund on an overpayment states that it cannot be issued before 14 calendar days or unless we receive a letter from the customer's bank or communication from the bank asking to reverse the payment. You're welcome contact Ameren Missouri at ###-###-#### to request your full refund on Monday, September 26, 2022.Initial Complaint
Date:09/16/2022
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This electrical company Ameren Missouri has initiated an account for a property ***** ******** that I no longer own or manage. last year I called them and requested that my name needs to be removed from this account. now for some unknown reason they started a new account on my name without my permission and send me a bill of $218.35. When I called them they were not very cooperative or willing to remove these charges/ account out of my name. So I am attaching two pictures showing a closed old account and a current new account with charges.Business Response
Date: 09/23/2022
The customer call from **** *** on 06/29/2021 was reviewed. During the call, the **** *** asked to close the account, but there was no mention to cancel the landlord agreement in place, so it remained. A new tenant set up service at the premise. Later, upon the tenants request that service be taken out of their name, the property at **** ******* was automatically connected in accordance with the Landlord Program terms of agreement. That resulted in a new account for **** *** beginning 07/11/2022.
Since it is our understanding that **** *** is no longer the owner of this property, he has been removed from the Landlord Agreement ** **** *******. No future bills will automatically be placed in his name at that premise. It is **** ***** responsibility to contact the property owners to receive reimbursement for the electricity that was accumulated and billed under his name when he no longer owned the property. Ameren Missouri was following the Landlord Program terms of agreement.
Customer Answer
Date: 10/04/2022
During my conversation with Ameren MO representative (6/2021) I told her that I have sold this property to ***** reality and when asked for their contact info. I informed her that this is public record and can be easily accessed via City Hall website. Later, the electric was transferred to its current owner *******. As can be seen from a cop of an E-Mail, that in July 2022 Electric was transferred to "******* * ******" from the owner of **** ******* ***** ******** ( ***** REALTY)
A change has been requested for a Start Service date
The start date for an existing Electric service request has been modified for the following property:
Service address: **** ******* ***** ***** ** *****
Original start date: 07/05/2022
New start date: 07/06/2022
New customer name: ******* * ******
New account ending in: ****
Previous customer name: ***** REALTY
Previous account ending in: ****
If you have any questions, or feel that you have received this email in error, please contact us.
Thank you,
Ameren Missouri Customer ServiceI guess, when ******* * ****** moved out of that property the Ameren MO instead of transferring it back to ***** REALITY... very conveniently transferred to my name without my permission. And when I received the bill and repeated my stand on this Bill, Ameren MO has once again transferring this electric on ******* * ****** name. I bet that poor person is even not aware of Ameren MO this criminal activity. So, I advice this electric co. to do its home work and deal with the owner of this property, instead of dumbing its Bill on other parties.
Thanks
**** ***
Business Response
Date: 10/09/2022
The customer call from **** *** on 06/29/2021 was reviewed. During the call, the **** *** asked to close the account, but there was no mention to cancel the landlord agreement in place, so it remained. It is the responsibility of the landlord to close their landlord agreement or to specifically ask the advisor to close the landlord agreement in place.
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