Ameren Illinois

Initial Business Response / [redacted] (1000, 5, 2015/06/25) */ June 25, Revdex.com Open Date: 06/12/ Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: [redacted] Service Address: [redacted] St Mount Vernon, IL XXXXX The customer's complaint is in regard to AMI meter deployment Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information Mr [redacted] indicates in his communication to the Revdex.com the following concerns: Ameren Illinois upgraded "his" meter without his consent Mr [redacted] indicates that he was told by Ameren Illinois that a non-standard meter could be installed, but that he would incur a fee of $per month Mr [redacted] believes that charging a monthly fee to have a non-standard meter is "extortion" and refuses to pay for a meter he does not want Mr [redacted] stated he does not want the upgraded meter and believes that because there was no fee to manually read a meter before, there shouldn't be one now Mr [redacted] questioned job "elimination." Additional information from Ameren Illinois: Per the Ameren Illinois service agreement Mr [redacted] entered into in order to establish electric service at his address, the determination of metering technology and equipment used at this Premises is the responsibility of Ameren Illinois The meter at Mr***' residence was upgraded on 6/19/as part of a statutorily-approved program to make advanced meters the standard metering service Mr [redacted] contacted customer service on 6/19/2015, speaking with a customer service representative and asking for a supervisor to express his concerns Though Mr***' service at this address began on 4/15/2015, after the initial advance notice customer letter was delivered to the previous occupant, the follpost card was mailed to Mr [redacted] after he moved in Ameren Illinois is performing meter upgrades as a response to the needs of our customers who demand reliability and new tools to help them manage their energy usage and costsMeter upgrades are an important part of our overall plan to better serve our customers and your communityOur team has upgraded 678,meters to wireless in 2006-and we have successfully installed more than 100,advanced meters since last summerWe will continue to proceed with advanced meter upgrades in accordance to the deployment plan approved by the Illinois Commerce Commission (ICC) and as required by the Electric Infrastructure Modernization Act (EIMA)Advanced metering is the standard meter service in areas converted to advanced metersMr [redacted] is served by the MtVernon operating center which is being converted to advanced metering If Mr [redacted] does not want the advanced meter that is currently installed at his address, he can enroll in the Non-Standard Metering (NSM) program which was approved by the ICC with the input of stakeholders and consumer advocatesThe monthly NSM fee covers the cost of manually reading an old meterIt's only fair that customers who take advantage of the upgrades should not subsidize the costs to manually read meters for a few customers who do not wish to have an advanced meterThe fees are as follows: $per month for refusing and electric or natural gas meter upgrade $per month for refusing both electric and natural gas meter upgrades One-time $meter exchange fee to return an advanced meter to a Non-Standard meter To be clear, there is no extra monthly charge for Mr***' service unless he enrolls in the Non- Standard Metering programFurthermore, if Mr [redacted] enrolls in Non-Standard service and later changes his mind, there is no exchange fee or monthly charge to return the service to Ameren Illinois' Standard Metering (advanced meter) Because Mr [redacted] recently moved to this address and may not have received all of the communications that would have allowed him to make an informed choice on this issue, Ameren Illinois is willing to remove the one-time $exchange fee to return the service to a Non-Standard meterIn this event, Mr [redacted] will be responsible for paying the $20/month Advanced Meter Refusal Charge effective with the July Billing Period Regarding jobs, Ameren Illinois is committed to supporting the economy of Central and Southern IllinoisAs a union employer, Ameren Illinois is working with its labor partners to create jobs as required by EIMAAmeren Illinois job creation numbers are reported annually to the ICCSince 2012, Ameren Illinois has created an incremental total of more than direct jobs and 1,contractor jobs in Central and Southern Illinois If Mr [redacted] decides Non-Standard Metering is the right choice for him, he can call Ameren Illinois Customer Service at X-XXX-XXX-XXXX to enroll Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed Thank you, Ameren Illinois Regulatory Affairs [redacted] Decatur, IL XXXXX cc: [redacted] ***

October 13, Illinois Commerce Commission Consumer Services Division Open Date: 10/11/ Complaint ID #: [redacted] Account #: [redacted] Customer Name: [redacted] Service Address: [redacted] Carbondale, IL The customer’s complaint is in regards to a high bill inquiry Ameren Illinois’ Response Ameren Illinois conducted a thorough investigation of the subject complaint, which revealed the following information Ameren Illinois records indicate [redacted] established electric service at [redacted] *** on 08/08/(account number [redacted] ) The meter is equipped with automated meter reading (AMR) devices that transmit readings reflecting actual usage via radio waves to Ameren Illinois for billing purposes, generally daily All Ameren Illinois electric customers have the option of choosing their electric supplierMr [redacted] has been receiving his electric supply from Homefield Energy Ameren Illinois continues to deliver the electricity to him The account was on Ameren Illinois' Budget Billing Rollover program from 10/25/until 03/31/ Mr [redacted] ' budget billing balance had a credit of $ Ameren Illinois issued refund check number [redacted] for $on 03/31/ The refund check cleared Ameren Illinois' financial institution on 04/10/ Ameren Illinois is currently holding a deposit in the amount of $on the account The deposit was assessed because the electric service was disconnected on 10/24/due to non-payment The deposit was recently reviewed on 10/06/17, but was not eligible for a refund because the service was disconnected due to non-payment within the last months The deposit will be reviewed again in November and will be eligible for a refund at that time Ameren Illinois provides the following information regarding electric usage at the property for the past year:Ameren Illinois’ rates and tariffs are in compliance with the Illinois Administrative Code The bills have been based on actual usage registered on the electric meter The bills have not been estimated Ameren Illinois is only able to verify the accuracy of the meter, not the source of the usage Listed below are the Ameren Illinois DS-Residential Delivery Service Rates for and 2017: 2016Summer (June 1st – Sept 30th):$cents/kWhNon-Summer (Oct 1st to May 31st):$cents/kWh 2017Summer (June 1st – Sept 30th): $cents/kWhNon-Summer (Oct 1st to May 31st): $cents/kWh The Delivery Service Rate for is slightly lower than the Delivery Service Rate for Bills may fluctuate based on the following factors: WeatherNumber of Days in the Bill CycleCustomer's Usage Ameren Illinois encourages Mr [redacted] to contact local area churches and energy assistance agencies for possible help with paying the bills: Ameren Illinois encourages Mr [redacted] to visit the following internet sites for information regarding energy conservation and supplier information: Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed Thank you, Ameren Illinois Regulatory Affairs cc: [redacted]

March 15, 2016Better Business Bureau Open Date: 03/09/ Complaint ID #: 2016- [redacted] Account #: [redacted] Customer Name: [redacted] Service Address: [redacted] ** Creve Coeur, IL The customer’s complaint is in regard to the gas meter charge.Ameren Illinois ResponseAmeren Illinois conducted a thorough investigation of the subject complaint which revealed the following informationAmeren Illinois records indicate [redacted] established natural gas and electric service at [redacted] **., Creve Coeur, on 08/17/(Ameren account number [redacted] ).Ameren Illinois is a delivery-only provider of gas and electric serviceBills are itemized to reflect total delivery-related and total supply-related charges.The minimum monthly customer charges (and in the case of electric, the meter charge) are billed to all customers with active service each month and provide for recovery of fixed costs incurred by Ameren Illinois in delivering gas and/or electric service to its customers regardless of the amount of usage during each billing cycleThese fixed costs include the cost of electrical service lines and gas pipes, along with their maintenance; administrative customer-related costs such as the Customer Service Contact Center; and billing costs.Based on Ameren Illinois' delivery service tariffs, as approved by the Illinois Commerce Commission, Mr [redacted] 's bills have been calculated appropriately and are, therefore, due and payable.Although not addressed in the complaint, Mr [redacted] has advised Ameren Illinois that he does not wish to disconnect his gas service; the service will, therefore, remain active.If Mr [redacted] does choose to temporarily disconnect the service and then reconnect within months, he will be billed seasonal reconnection fees 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 CONDITIONSDISCONNECTION AND RECONNECTIONF Seasonal Service Disconnects When a Customer served under this Schedule makes only seasonal use of electric service and requests the Company to: Disconnect the service, and where said service is left disconnected for fewer than 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.AndCUSTOMER TERMS AND CONDITIONSDISCONNECTION AND RECONNECTIONE 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 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 month’s service was disconnected, plus a service reconnection charge.Seasonal, in these contexts, refers to those customers who request reconnection of service within months after requesting disconnection of the same service.The charges in Ameren Illinois’ tariffs are based on the Company’s costs to provide serviceMany 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.Ameren Illinois encourages Mr [redacted] to visit Ameren.com for more information about the Company's delivery service tariffs and rates.Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed Thank you,Ameren Illinois Regulatory Affairscc: [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/22) */ January 22, Revdex.com Open Date: 01/20/ Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: [redacted] Service Address: [redacted] E [redacted] XXXXX The customer's complaint is in regard to customer request to disconnect service Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information Ameren Illinois records indicate [redacted] established service at [redacted] on 10/18/(Ameren account number XXXXX-XXXXX) On 12/03/at 5:p.m., Ameren Illinois received an online request (via AmerenIllinois.com) to connect service for Ms [redacted] at [redacted] East [redacted] effective 12/16/(new Ameren account number XXXXX-XXXXX)At that time, Ameren Illinois received neither or a phone request nor an online request to disconnect the service in Ms***' name at [redacted] On 01/12/16, Ms [redacted] contacted Ameren Illinois, requesting to disconnect the service at [redacted] On 01/15/16, Ameren Illinois sent the final bill for the service at [redacted] in the amount $($credit) On 01/15/16, the credit of $was transferred to Ms***' current account for service at [redacted] It is the customer's responsibility to notify Ameren Illinois either by phone or via AmerenIllinois.com when service should be disconnected Ameren Illinois disconnected service at [redacted] at its first request to do so on 01/12/and has made no error in this situation The final bill amount and credit balance transfer are, therefore, correct Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed Thank you, Ameren Illinois Regulatory Affairs SMain Street, E- Decatur, IL cc: [redacted] ***

June 13, Revdex.com Open Date: 06/09/ Complaint ID #: [redacted] Account #: Customer Name: [redacted] Service Address: [redacted] [redacted] The customer’s complaint is in regard to a bankruptcy filingAmeren Illinois ResponseAmeren Illinois conducted a thorough investigation of the subject complaint which revealed the following information Ameren records indicate that [redacted] T [redacted] established electric services [redacted] on (Ameren account number [redacted] )On Ameren Illinois was notified of a bankruptcy that had been filed by [redacted] , but at this time she had no balances outstanding at this time with our Company The Ameren Illinois account was in the name of [redacted] as the responsible account holder On [redacted] called the Company and requested to have electric service placed into her name as of On the electric service was placed into the name of [redacted] On the Company mailed a final bill to Mr [redacted] in the amount of $(after deposit credit) with a due date of No payments were received on this account, so it was sent to a collection agency on Ameren Illinois has not received any bankruptcy information for Mr [redacted] The only bankruptcy information received was for the name of [redacted] and at the time the bankruptcy information was received there were no accounts in her name As a result of the above facts, the balance of $is still outstanding in Mr [redacted] ’s name under account number [redacted] On Mr [redacted] ’s account was removed from the PIPP program due to the State of Illinois budget issues December 1, the account was also removed from the Arrearage Reduction Program due to continued late payments This program provided a credit monthly to Mr [redacted] ’s account for each on-time payment received A detailed account activity statement has been provided for your review After thorough review all charges are correct and accurateGiven the above, Ameren Illinois considers this issue to be resolved and the complaint closed Thank you, Ameren Illinois Regulatory Affairs [redacted] ***Decatur, IL 62523cc: [redacted]

January 19, Illinois Commerce Commission Consumer Services Division Open Date: 01/12/ Complaint ID #: [redacted] Account #: [redacted] Customer Name: [redacted] *** Service Address: [redacted] ** [redacted] *** The customer’s complaint is in regard to a balance inquiryAmeren Illinois’ ResponseAmeren Illinois conducted a thorough investigation of the subject complaint which revealed the following information Ameren Illinois records indicate [redacted] established natural gas and electric service at [redacted] ***, on 10/18/(Ameren account number [redacted] )Mr***'s account is billed under the provisions of Ameren Illinois' budget billing rollover programThis program allows customers to "levelize" their bills to avoid seasonal peaksIt is not a savings or discount plan because the customer remains responsible for the actual amount usedThe cumulative difference between the actual usage and the amount billed under the program is clearly indicated on each monthly billThe budget billing payment amount is calculated by averaging the actual bill amounts from the previous monthsThe 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 usagePer the terms of the program, if the budget billing payment amount is determined to have changed by $or more at a review period, Ameren Illinois notifies the customer the amount will be adjusted via the monthly billThe reviews are based on the previous year's usage and attempt to retire the cumulative deferred balance (whether debit or credit) by the next program anniversary dateMr***'s anniversary month is December of each year Budget billing details are included on the customer’s bill each month Under the provisions of the rollover program, any cumulative deferred or credit balance (whichever is applicable) from the previous year is divided by and added to the monthly average of the previous year's usage to determine the new budget billing paymentAmeren Illinois provides the following billing/payment information: Billing Date Actual Amount Used Budget Amount Billed Billed Deposit Late Payment Charges Payments/ Credits 12/21/$ $ $ 01/25/$ $ $ 02/23/$ $ $ 03/21/$ $ $ 04/21/$ $ $ 05/19/$ $ $ 06/22/$ $ $ 07/20/$ $ $ 08/18/$ $ $$ 09/20/$ $ $ $ 10/20/$ $ $ 11/17/$ $ $$ 12/20/$ $ $$ 01/12/ $ 01/16/ $ 01/18/ $ [redacted] Totals $3,$2,$$$3,December deferred balance =$ *Note: When the payment of $was made on 05/17/16, only $was applied to the customer’s account The $overpayment went to the Warm Neighbors/Cool Friends program A credit of $was applied to the customer’s account on 01/18/The total billing is calculated as follows: $2,Budget Amount Billed+$ Billed Deposit+$ Late Payment Charges-$3,Payments/Credits$ Total Billed Balance Mr***’s account is currently on a payment agreement with an unbilled balance of $ The payment agreement has remaining installments of $(final installment $44.00) Mr***’s current bill balance of $was due 01/11/and the unbilled payment agreement balance of $has two remaining installments ($+ = $320.00)12/21/Ameren Illinois issued a bill in the amount of $due 01/12/16; dates of service 11/17/to 12/18/($budget billing amount - $credit due to overpayment) 01/13/Ameren Illinois received a payment in the amount of $01/25/Ameren Illinois issued a bill in the amount of $due 02/16/16; dates of service 12/18/to 01/20/($230.00=budget billing amount) 02/17/Ameren Illinois received a payment in the amount of $02/23/Ameren Illinois issued a bill in the amount of $due 03/16/16; dates of service 01/20/to 02/22/($budget billing amount - $credit due to overpayment) 03/21/Ameren Illinois issued a bill in the amount of $due 04/12/16; dates of service 02/22/to 03/20/($budget billing amount + $previous balance)04/01/Payment Agreement activated due to notification of payment in the amount of $to defer the balance of $in installments of $39.00, final installment $04/04/Ameren Illinois received a payment in the amount of $04/21/Ameren Illinois issued a bill in the amount of $due 05/13/16; dates of service 03/20/to 04/20/($budget billing amount + $payment agreement installment) (Unbilled payment agreement balance = $303.03.) 05/17/Ameren Illinois received a payment in the amount of $ (Note: The $overpayment was applied to the Warm Neighbors/Cool Friends program On 01/18/17, the $payment was credited to Mr***’s account.) 05/19/Ameren Illinois issued a bill in the amount of $due 06/10/16; dates of service 04/20/to 05/18/($budget billing amount + $payment agreement installment) (Unbilled payment agreement balance = $264.03.) 06/15/Mr***’s payment agreement defaulted due to missed payment of $due 06/10/06/22/Ameren Illinois issued a bill in the amount of $due 07/14/16; dates of service 05/18/to 06/19/($budget billing amount + $previous balance)06/29/Payment agreement automatically reinstated due to notification of the customer’s payment in the amount of $to divide the remaining balance of $into installments of $(final installment $69.03) 06/30/Ameren Illinois received a payment in the amount of $07/20/Ameren Illinois issued a bill in the amount of $due 08/11/16; dates of service 06/19/to 07/19/($budget billing amount + $payment agreement installment) (Unbilled payment agreement balance = $160.03.) 08/16/Mr***’s payment agreement defaulted due to missed payment of $due 08/11/08/18/Ameren Illinois issued a notice of disconnection of non-payment in the amount of $due 08/30/08/18/Ameren Illinois issued a bill in the amount of $due 09/09/16; dates of service 07/19/to 08/17/($budget billing amount + $previous balance + $defaulted payment agreement balance + $late payment charge) 08/31/@ 9:a.m., Ameren Illinois disconnected the electric service due to non-payment of $08/31/@ 12:p.m., the electric service was reconnected due to notification of payment in the amount of $09/01/Ameren Illinois received a payment in the amount of $09/01/Ameren Illinois assessed a deposit in the amount of $ Per Mr***’s request, the deposit will bill in one installment (included on the bill due in October)09/20/Ameren Illinois issued a bill in the amount of $due 10/12/16; dates of service 08/17/to 09/19/($budget billing amount + $deposit - $credit due to overpayment)10/18/Payment agreement reinstated with notification of the customer’s payment in the amount of $to divide the remaining balance of $into installments of $(final installment $41.62)10/19/Ameren Illinois received a payment in the amount of $10/20/Ameren Illinois issued a bill in the amount of $due 11/14/16; dates of service 09/19/to 10/18/($budget billing amount + $payment agreement installment) (Unbilled payment agreement balance = $440.62.) 11/16/Ameren Illinois received a payment in the amount of $11/17/Mr***’s payment agreement defaulted since the payment was not received by the bill due date of 11/14/11/17/Ameren Illinois issued a bill in the amount of $due 12/09/16; dates of service 10/18/to 11/16/($budget billing amount + $defaulted payment agreement balance + $late payment charge) 11/22/Payment agreement reinstated in the amount of $with $down payment and installments of $(final installment $41.62) 12/12/Ameren Illinois received a payment in the amount of $12/14/Mr***’s payment agreement defaulted since the payment was not received by the bill due date of 12/09/12/15/Payment agreement reinstated in the amount of $with $down payment and installments of $(final installment $33.50)12/20/Ameren Illinois issued a bill in the amount of $due 01/11/17; dates of service 11/16/to 12/19/($budget billing amount + $defaulted payment agreement)01/12/Ameren Illinois received a payment in the amount of $01/16/Ameren Illinois assessed a late payment charge in the amount of $01/18/Ameren Illinois applied a $credit to Mr***’s account to reverse the $payment applied to Warm Neighbors/Cool Friends programPayment agreements are subject to default when the full billed balance is not received by the bill due date Ameren Illinois has reinstated defaulted payment agreements, when possible, to help ease the financial burden to Mr***A deposit in the amount of $is currently being held on the accountThe deposit will be refunded once the following refund conditions have been satisfied: Section Deposits: h) Refund Conditions for Deposits: The utility shall automatically refund the deposit plus accumulated interest once the customer completes 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 refundThe customer reported multiple outages from April to June, Ameren Illinois responded to and restored the outages as quickly as possible The customer has not reported any outages since June, Ameren Illinois investigated and found that most of the outages were momentary and weather relatedAmeren Illinois encourages Mr [redacted] to contact local area churches and energy assistance agencies for possible assistance in paying the bills: Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed Thank you, Ameren Illinois Regulatory Affairs cc: [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/05/11) */ May 11, Revdex.com Open Date: 05/01/ Complaint ID #: XXXX-XXXXXXX Account #: Customer Name: [redacted] Service Address: [redacted] B [redacted] IL XXXXX The customer's complaint is in regard to service turn off date Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information Ameren Illinois records indicate [redacted] established electric service at [redacted] on Nov21, (Ameren account number XXXXX-XXXXX) On Mar3, at the direction of the U.SPostal Service (Form [redacted] Ameren Illinois changed the mailing address on Ms***'s account to [redacted] Future bills and notices were sent to the new mailing address On Apr5, 2014, Ameren Illinois sent a non-pay disconnection notice in the amount of $The notice extended the previous bill's due date from Mar28, until Apr16, for receipt of payment to ensure service The electric service was disconnected for non-pay on Apr23, On May 2, 2014, Ameren Illinois sent the final bill in the amount of $The final account balance of $(including late charge) has remained unpaid On Aug19, 2014, Ms [redacted] contacted Ameren Illinois for the first time since setting up the service in November An Ameren Illinois representative advised her about the unpaid balance It is the customer's responsibility to notify Ameren Illinois when service is no longer requiredAmeren Illinois received no request to disconnect the service in Ms***'s nameIt was disconnected for non-pay on Apr23, 2014, and the final bill was sent on May 2, The balance of $will remain on Ms***'s account Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed Thank you, Ameren Illinois Regulatory Affairs [redacted] IL XXXXX cc: [redacted] ***

Revdex.com Open Date: 07/01/ Complaint ID #: [redacted] Account #: [redacted] Customer Name: [redacted] Service Address: [redacted] [redacted] , IL The customer’s complaint is in regard to past due account balance Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information Ameren Illinois records provide the following history of accounts established in [redacted] ’s name: [redacted] - Electric service, [redacted] **, Unit ***, [redacted] ; dates of service 01/14/– 06/12/ Final bill $credit balance transferred to Ameren Illinois account number [redacted] [redacted] - Electric service, [redacted] **, Unit ***, [redacted] ; dates of service 06/12/– 06/26/ Final bill $credit balance transferred to Ameren Illinois account number [redacted] [redacted] - Electric service, [redacted] **, Apt **, [redacted] ; dates of service 06/26/– 07/16/ Final bill $debit balance transferred to Ameren Illinois account number [redacted] [redacted] - Electric service, [redacted] ***, Apt ***, [redacted] ; dates of service 07/12/– 06/20/ Final bill $debit balance transferred to Ameren Illinois account number [redacted] [redacted] - Electric service, [redacted] **, Apt ***, [redacted] ; dates of service 06/20/– 10/31/ Final bill $debit balance transferred to Ameren Illinois account number [redacted] [redacted] - Natural gas and electric service, [redacted] **, [redacted] ; dates of service 10/31/– 03/03/ Final bill $debit balance transferred to Ameren Illinois account number [redacted] [redacted] - Natural gas and electric service, [redacted] St, [redacted] , between 03/03/and 04/01/ Final bill $1,debit balance due 04/27/ Until 12/03/15, the account was on the LIHEAP-administered Percent of Income Payment Plan (PIPP)Under the terms of PIPP, Ms [redacted] 's account was set up on Ameren Illinois' budget billing programThis program allows customers to "levelize" their bills to avoid seasonal peaksIt is not a savings or discount plan because the customer remains responsible for the actual amount usedThe cumulative difference between the actual usage and the amount billed under the program is clearly indicated on each monthly bill PIPP provided for monthly LIHEAP assistance in paying Ms [redacted] ’s budget billing payment amountsPIPP ended on 12/03/15, meaning that Ms [redacted] was then responsible for paying the full amounts of her bills On 12/03/15, the account was removed from PIPP due to arrearages past due more than days The electric arrearage reduction program termination balance remaining was $ The gas arrearage reduction program termination balance remaining was $ The account was also removed from the budget billing program on 12/03/ The budget billing settbalance was $ 12/03/Ameren Illinois issued a bill in the amount of $1,772.30, due 12/28/15; dates of service 10/28/to 11/30/($budget bill settbalance, $past due balance, $gas arrearage reduction balance and $electric arrearage reduction balance) 01/05/Ameren Illinois issued a bill in the amount of $1,947.65, due 01/27/16; dates of service 11/30/to 01/03/($electric service, $gas service, $1,past due balance) 02/01/Ameren Illinois received a pledge from energy assistance in the amount of $ 02/03/Ameren Illinois issued a bill in the amount of $1,803.43, due 02/25/16; dates of service 01/03/to 02/01/($electric service, $gas service, $1,past due balance, minus the following credits: $deposit interest and $energy assistance monies) 03/03/Ameren Illinois issued a bill in the amount of $1,980.20, due 03/28/16; dates of service 02/01/to 03/01/($electric service, $gas service, $1,past due balance) 04/05/Ameren Illinois issued a final bill in the amount of $1,995.11, due 04/27/16; dates of service 03/01/to 04/01/($electric service, $gas service, $1,past due balance and deposit credit of $130.12) 06/09/Ameren Illinois verified electric meter # [redacted] was registering with correct voltage It is the position of Ameren Illinois that Ms [redacted] ’s final bill balance in the amount of $1,is correct and is, thus, due and payable Ameren Illinois also encourages Ms [redacted] to contact an energy assistance agency for possible help in paying on her utility bills Listed below are energy assistance agencies in the area: [redacted] [redacted] Steeleville IL Phone: [redacted] Fax: [redacted] [redacted] [redacted] Murphysboro IL Phone: [redacted] Fax: [redacted] Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed Thank you, Ameren Illinois Regulatory Affairs cc: [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/02/17) */ Ameren Illinois also received a similar complaint from the customer through the Illinois Commerce Commission (XXXX-XXXXX)A copy of the response to the ICC is provided below and was also mailed to Mr [redacted] Ameren Illinois records indicate [redacted] established service at [redacted] W [redacted] Decatur, on 03/25/(account #XXXXX-XXXXX) On 02/07/16, Ameren Illinois received two payments of $eachThe first payment was at 1:a.mand the second payment was at 3:a.mThese payments were initiated online at AmerenIllinois.com by Mr [redacted] A confirmation email was generated for each paymentPayments post to the customer's account within minutes at which time the account balance is updated to reflect the payment On 02/09/16, [redacted] contacted Ameren Illinois and stated there was a glitch with Ameren Illinois' system which is why he entered the payment a second timeAmeren Illinois is not aware of any system issues with our AmerenIllinois.com website on the date of 02/07/Mr [redacted] was advised the excess payment of $can be refunded after a day waiting periodIf an immediate refund is necessary, his bank may fax a letter to Credit & Collections at [redacted] stating the check or payment has cleared and will not be returned On 02/09/16, Mr [redacted] contacted Ameren Illinois a second time and spoke with an Ameren Illinois SupervisorMr [redacted] stated that his bank will not provide the requested informationThe Ameren Illinois Supervisor advised of the day wait period and stated another option is to contact the bank to stop the paymentMr [redacted] was also advised that Ameren Illinois will not be responsible for any banking fees incurred as a result of the duplicate payment Ameren Illinois does not have a record of any issues with our website on 02/07/Mr [redacted] has revoked one of the $duplicate payments through his bankAmeren Illinois is unable to reimburse Mr [redacted] for any fees he may incur with his financial institution as a result of this overpayment

Tell u December 15, Revdex.com Open Date: 11/28/ Complaint ID #: [redacted] Account #: [redacted] Customer Name: [redacted] Service Address: [redacted] Peoria, IL The customer’s complaint is in regard to meter readingAmeren Illinois ResponseAmeren Illinois conducted a thorough investigation of the subject complaint which revealed the following information Second Site, the Company contractor for AMR reads, tried numerous times to contact the customer by phone and with site visits They were unable to make contact or get a response from the customerAn Investigator inspected the fence, but found no damageA photo from the investigation is shown below The meter reader was contacted and the reader stated that the meter was read from outside the fence If the customer has further concerns he can contact [redacted] at phone number [redacted] to discuss Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed Thank you, Ameren Illinois Regulatory Affairs [redacted] ***Decatur, IL 62523cc: [redacted] s why here

October 28, 2016 Revdex.com Open Date: 10/25/2016 Complaint ID #: ***
Account #: *** Customer Name: *** J *** Service Address: *** *** *** ** *** ** *** The customer’s complaint is in regard to final account balance Ameren Illinois’ ResponseAmeren Illinois conducted a thorough investigation of the subject complaint which revealed the following information Ameren Illinois records indicate *** *** established service at *** *** *** **, *** ** ***, on 02/02/(Ameren account number ***) On 08/22/16, Mr*** contacted Ameren Illinois to request service disconnected as of 08/31/16. Mr*** requested the final bill mailed to *** *** *** *** *** *** ** ***. On 09/02/16, Ameren Illinois issued a final bill in the amount of $due 09/23/16; dates of service 08/04/to 08/31/($electric service, $gas service and $budget billing behind). On 09/28/16, Ameren Illinois attempted an outbound collection call. The phone number listed on the account (618.830.9637) was removed since the person who answered the call indicated he was not a contact for Mr***. On 10/03/16, a third party collection letter was mailed to Mr*** at *** *** *** *** *** *** ** ***. On 10/14/16, because the final account balance of $remained unpaid business days from the bill issuance date of 09/02/16, Ameren Illinois referred the account to internal collections. The customer’s final account balance of $remains unpaid. Once Ameren Illinois receives the payment, the information on the customer’s credit report will show “paid” but will remain on file for years from the date of original delinquency. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs cc: *** J ***

February 9, Illinois Commerce Commission Consumer Services Division Open Date: 02/01/ Complaint ID #:
*** Account #: *** Customer Name: *** *** Service Address: *** * *** *** Springfield, IL 62703 The customer’s complaint is in regard to an estimated bill 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 service (meter #***) at *** * *** *** *** ** *** on 03/13/(Ameren account number ***) The gas meter must be read manually by Ameren Illinois each month Ameren Illinois attempts to read each customer's meter every month, although weather conditions, illness, or other issues sometimes prevent the gathering of actual readings before the bill must be mailedEstimated readings are clearly noted on customers' billsAny variation in the estimate is corrected the following month when the Company obtains an actual reading Ameren Illinois estimated the gas meter reading for January due to an unfinished meter reading route. The estimated reading was for therms of gas for the billing period of 12/09/to 01/12/17. On 01/30/17, Ameren Illinois exchanged the gas meter for a sample change. Gas meter #*** was removed and replaced with gas meter #***. All checks performed on the meter were accurate and the gas service was not interrupted during the exchange. Ameren Illinois obtained an actual meter read from the removed gas meter #*** which had registered therms of gas usage for the additional days On 02/07/17, Ameren Illinois obtained an actual read from gas meter #*** which reflected therms of gas usage from 01/30/to 02/07/ Ameren Illinois is investigating the website for possible issues with “Contact Us Forms” not being received from yahoo.com email addresses. We apologize for any inconvenience this may have caused Mr***. Ameren Illinois strives to be consistent with all customers regarding billing pursuant to the Illinois Administrative Code Title 83, Section 280: Section Estimated Bills: a) Intent: This Section describes the utility’s responsibilities to obtain actual readings of the customer’s meter and the process by which a utility may issue an estimated bill to a customer when the utility is unable to obtain an actual reading or a customer reading b) Utility Meter Reading: 1) A utility shall perform an actual reading of a customer’s meter at least every second billing period unless the utility’s attempt to do so is prevented Mr***’s actual gas usage is in line with the estimated bill; an adjustment to the bill is not necessary since any variation in the estimate will be corrected with the customer’s next bill Mr*** may contact Ameren Illinois’ Customer Care Center at ***; if interested in information on how to read the gas meter each month. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs cc: *** ***

Initial Business Response /* (1000, 5, 2015/05/19) */
May 19,
Revdex.com
Open Date: 05/13/
Complaint ID #: XXXX-XXXXXXX
Account #: XXXXX-XXXXX
Customer Name: *** ***
Service Address: *** *** Dr
Champaign, 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 *** *** *** *** ** *** on Aug22, (Ameren account number XXXXX-XXXXX)Bills and notices are mailed to the service address
The Company provides the following sequence of events pertaining to the complaint:
04/28/Ameren Illinois sent a non-pay disconnection notice in the amount of $The notice extended the previous bill's due date from Apr23, until May 8, for receipt of payment to ensure service
05/04/Ameren Illinois sent a bill in the total amount of $The bill stated the following: ImportantA final notice prior to disconnection has been issued on the unpaid previous balanceThe previous balance must be paid by the due date
shown on the final notice
05/04/at 8:a.mA courtesy call about the past due balance was made to Mr*** at XXX-XXX-XXXX
05/11/at 7:a.mThe electric service was disconnected for non-pay
05/11/at 11:a.mMr*** stated he would be sending for reimbursement any medical bills associated with his fiancée's low tolerance for heatAn Ameren Illinois representative began to explain the provisions of a possible medical certificate; however, Mr*** hung up
05/12/at 9:a.mThe electric service was reconnected after Ameren Illinois received a payment of $
Ameren Illinois sent out the proper notifications concerning the non-pay disconnection noticeWhen payment was not received by the date on the disconnection notice, the electric service was subsequently turned off
Ameren Illinois personnel appropriately advised Mr*** about the notice and the amount needed to reconnect
Electric service was reconnected on May 12, after Ameren Illinois received a payment of $
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: *** ***

October 5, Revdex.com Open Date: 09/28/ Complaint ID #: ***
Account #: *** Customer Name: *** *** Service Address: ** * *** ** *** *** ** *** The customer’s complaint is in regard to online payment issue 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 ** * *** **, East Peoria, IL 61611, on 07/05/(Ameren account number ***) On 09/23/16, *** ‘***’ *** contacted Ameren Illinois to advise she made a credit card payment in the amount of $instead of $to initiate a payment agreement. Ms*** requested a refund for the overpayment and was advised to contact her financial institution. On 09/26/16, Ms***’ payment in the amount of $posted to Ameren account number *** On 09/30/16, Ameren Illinois received a reversal of the $credit card payment that posted on 09/26/16. A debit correction in the amount of $was processed On 10/04/16, Ameren Illinois received a payment in the amount of $which automatically reinstated the customer’s payment agreement to retire the balance of $in installments of $(final installment $101.59) On 10/04/16, Ameren Illinois credited Speedpay’s service charge in the amount of $2.35. The customer’s account has a balance of $due 10/12/16. The payment agreement has been reinstated to retire the balance of $in installments of $(final installment $101.59) Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, Ameren Illinois Regulatory Affairs cc: *** ***

Complaint: ***
I am rejecting this response because:
This complain are about the ameren service from 8/16-9/16/where the Clinic practice was closeFor ste# and ste#Then after return from vacation, then
we shut off the thermostat after complain made to Ameren about the monthly bills during the practice close monthly bill was high later we heard some fan noise running even after the unit was shut off, this was notify to Ameren staff by phone call, also complain was made to attorney general office of Illinois.I believe that ameren il should waived he bill statement from 8/2017-10/for ste #and ste#
Sincerely,
*** ***

Attached is Ameren Illinois' response to *** *** complaintThank you

July 15, 2016     Revdex.com                 Open Date:     07/12/2016       Complaint ID #:     [redacted] ...

             Account #:     [redacted]     Customer Name:     [redacted]     Service Address:     [redacted]                                  East Saint Louis, IL 62201                 The customer’s complaint is in regard to billing explanation.  Ameren Illinois’ ResponseAmeren Illinois conducted a thorough investigation of the subject complaint which revealed the following information.  Ameren Illinois’ records indicate [redacted] established natural gas and electric service at [redacted], on 08/31/12 (Ameren account number [redacted]). Bills and notices are mailed to the service address. Both meters at the property are fitted with automated meter reading (AMR) devices that transmit readings, generally daily to the Company via radio communication. These readings reflect actual consumption of gas and electricity at the property. The customer is billed for usage based on these actual readings. Readings are not estimated.  A bill is sent to Mr. [redacted] every month. Ameren Illinois has responded to numerous informal complaints from Mr. [redacted] in the past regarding his bill amounts: 2014-[redacted] (January 2014)2014-[redacted] (March 2014)2014-[redacted] (September 2014)2014-[redacted] (November 2014)2015-[redacted] (February 2015)2015-[redacted] (October 2015)2015-[redacted] (December 2015)2016-[redacted] (February 2016) In summary, Ameren Illinois reconnected gas service on Feb. 25, 2013. At that time, the Company was unable to relight the pilot light on Mr. [redacted]'s gas furnace due to a hazardous condition. On Nov. 21, 2013, Ameren Illinois responded to a gas leak at the property. The Company found no leaks and relit the pilot only to Mr. [redacted]'s gas stove, noting that the other gas appliances were not working. The Company also noted a hazardous condition concerning the flex connector in the furnace wall. Gas consumption at the property has continued to be minimal because the furnace is not functioning; as a result, electric usage has been considerably higher during colder months, indicating the use of electric space heaters. On 11/16/15, Mr. [redacted] and Ameren Illinois set up a deferred payment agreement to retire the then account balance of $382.00. Terms of the agreement provided for nine installments of $43.00 (final installment $38.00). On 01/29/15, an Ameren Illinois representative set up budget billing on Mr. [redacted]'s account after speaking with a grants manager for DCEO/LIHEAP. In Ameren Illinois' response to the December 2015 informal complaint, the Company stated that the budget billing program was removed from Mr. [redacted]'s account (at his request), leaving an account balance of $165.74 due by 12/14/15. On 12/18/15, Ameren Illinois received notification that LIHEAP had pledged $455.00 to Mr. [redacted]'s account ($143.00 electric; $312.00 gas). The next bill in the amount of $0.00 was sent on 12/23/15. This bill was calculated as follows:           $165.74  Balance due 12/14/15         -$312.00  LIHEAP gas pledge         -$143.00  LIHEAP electric pledge        +$149.75  Electric service 11/19/15 to 12/21/15        +$  29.68  Gas service 11/19/15 to 12/21/15        +$  43.00  Deferred payment agreement installment – remaining agreement                          balance $296.00        =$ -66.83  Account credit balance The account credit of $66.83 was applied to Mr. [redacted]'s deferred payment agreement balance, bringing the agreement balance down to $229.17. On 01/26/16, Ameren Illinois sent the next bill in the amount of $296.82. This bill was calculated as follows:           $    0.00  Previous bill account balance 12/23/15         +$222.13  Electric service 12/21/15 to 01/24/16        +$  31.69  Gas service 12/21/15 to 01/24/16        +$  43.00  Deferred payment agreement installment – remaining agreement                          balance $186.17 (previous agreement balance of $296.00 minus                           $66.83 LIHEAP credit minus $43.00 current installment amount)        =$296.82        On 02/09/16, Ameren Illinois received a partial payment in the amount of $100.00; leaving a remaining balance of $196.82. On 02/24/16, Ameren Illinois sent the next bill in the amount of $416.51.  This bill was calculated as follows:           $196.82  Previous bill account balance 01/26/16         +$145.58  Electric service 01/24/16 to 02/22/16        +$  31.11  Gas service 01/24/16 to 02/22/16        +$  43.00  Deferred payment agreement installment – remaining agreement                          balance $143.17 (previous agreement balance of $186.17 minus                           $43.00 current installment amount)        =$416.51        On 03/21/16, Mr. [redacted]’s payment agreement defaulted in the amount of $229.17 due to a missed installment.   On 03/24/16, Ameren Illinois sent the next bill in the amount of $690.62.  This bill was calculated as follows:           $559.68  Previous bill account balance 03/16/16         +$102.16  Electric service 02/22/16 to 03/22/16        +$  28.78  Gas service 02/22/16 to 03/22/16                =$690.62 On 04/05/16, Mr. [redacted] and Ameren Illinois set up a deferred payment agreement to retire the then account balance of $690.62. Terms of the agreement provided for twelve installments of $47.00 (final installment $35.62). On 04/06/16, Ameren Illinois received the payment agreement down payment in the amount of $140.00. On 04/23/16, Ameren Illinois sent the next bill in the amount of $139.86.  This bill was calculated as follows:           $   0.00  Previous bill account balance 03/24/16         +$ 63.65  Electric service 03/22/16 to 04/21/16        +$ 29.21  Gas service 03/22/16 to 04/21/16        +$ 47.00  Deferred payment agreement installment – remaining agreement                          balance $503.62 (previous agreement balance of $186.17 minus                           $43.00 current installment amount)        =$139.86 On 05/19/16, Mr. [redacted]’s payment agreement defaulted in the amount of $503.62 due to a missed installment. On 05/24/16, Ameren Illinois sent the next bill in the amount of $716.71.  This bill was calculated as follows:           $643.48  Previous bill account balance 05/16/16         +$ 44.42   Electric service 04/21/16 to 05/22/16        +$ 28.81   Gas service 04/21/16 to 05/22/16                =$716.71 On 06/06/16, Ameren Illinois received a payment in the amount of $139.86 which automatically reinstated the payment agreement.  Terms of the agreement provided for eleven installments of $47.00 (final installment $33.62). On 06/17/16, Mr. [redacted]’s payment agreement defaulted in the amount of $503.62 due to a missed installment. On 06/23/16, Ameren Illinois sent the next bill in the amount of $653.91.  This bill was calculated as follows:           $576.82 Previous bill account balance 06/14/16         +$ 49.38  Electric service 05/22/16 to 06/21/16        +$ 27.71  Gas service 05/22/16 to 06/21/16                =$653.91 On 06/17/16, Mr. [redacted] contacted an Ameren Illinois Customer Service Representative who advised him to pay $120.23 by 07/01/16 to reinstate the payment agreement.  Mr. [redacted] was also advised to pay the current bill due 07/14/16 for service from 05/22/16 to 06/21/16 in the amount of $124.09 ($49.38 electric service, $27.71 gas service and $47.00 payment agreement installment). On 07/06/16, Ameren Illinois received the payment agreement down payment in the amount of $120.30. On 07/12/16, Ameren Illinois received a payment in the amount of $75.00. On 07/13/16, Ameren Illinois received a payment in the amount of $50.00. On 02/05/15, Ameren Illinois tested the electric meter at Mr. [redacted]'s request. At that time, the meter tested at 99.74% accuracy. This test result was within the accuracy range provided for in Title 83 of the Illinois Administrative Code, Section 410.150. At the time of the test, an Ameren Illinois field technician advised Mr. [redacted] that the top left meter lug was broken. On 02/08/16, Ameren Illinois tested the electric meter at Mr. [redacted]’s request.  At that time, the meter tested at 100.07% accuracy.  This test result was within the accuracy range provided for in Title 83 of the Illinois Administrative Code, Section 410.150.  At the time of the test, an Ameren Illinois field technician reminded Mr. [redacted] that the top left meter lug was broken and repairs need to be made to the meter base. Based on the actual readings of the gas and electric meters at the property and Ameren Illinois' test of the electric meter on 02/05/15 and 02/08/16, Mr. [redacted]'s bills are correct. LIHEAP payments totaling $455.00 have been appropriately applied to his account.  Mr. [redacted]'s current bill balance is $0.00 as of 07/15/16.  The payment agreement balance is $408.65 and is being billed in installments.  Mr. [redacted] will not have a bill due until mid-August Mr. [redacted]'s higher bills are due to the following factors: Colder temperatures during the winter months.Ameren Illinois' rate to deliver electricity increased in January 2015 and also in January 2016. Electric delivery rates – the costs of maintaining the poles, wires and infrastructure required to transmit electricity from the supply source to the home – are set annually and approved by the Illinois Commerce Commission.Ameren Illinois' Basic Generation Service (BGS) electric supply rate increased in June 2015 and also in October 2015 (Mr. [redacted] receives supply of his electricity from Ameren Illinois). By Illinois state law, the Illinois Power Agency (IPA) must conduct a biannual auction to determine supply costs for electricity (BGS) provided by Ameren Illinois effective June 1 and October 1. After the auctions are conducted each year, Ameren Illinois is then required to pass these costs directly without mark-up to those customers receiving Ameren Illinois BGS electric supply. Non-summer electric rates (between Oct. 1 and May 31) increased effective Oct. 1, 2015. Regardless of Mr. [redacted]'s choice of electric supplier, Ameren Illinois will continue to deliver energy through its wires to him.To a lesser extent:  The Purchased Electricity Adjustment (PEA), which varies periodically, was a larger credit in 2013 and 2014 than in 2015 and 2016. Because Ameren Illinois cannot charge more or less than its costs to procure electric power and energy for its customers, this adjustment is made on customer bills.Lack of consistent and full payment. Ameren Illinois is able only to verify the meter readings and operational accuracy of its meters – not the source of the usage. Ameren Illinois encourages Mr. [redacted] to visit AmerenIllinois.com for more information about electric delivery rates as well as Ameren Illinois BGS electric supply rates. Ameren Illinois also encourages Mr. [redacted] to visit PluginIllinois.org for information concerning other residential electric suppliers.    Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.   Thank you, Ameren Illinois Regulatory Affairs cc:  [redacted]

Initial Business Response /* (1000, 5, 2015/06/25) */
June 25, 2015
Revdex.com


Open Date: 06/12/2015
Complaint ID #: XXXX-XXXXXXX
Account #: XXXXX-XXXXX
Customer Name: [redacted]
Service Address: [redacted] St
Mount Vernon, IL XXXXX


The...

customer's complaint is in regard to AMI meter deployment.
Ameren Illinois Response
Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information.
Mr. [redacted] indicates in his communication to the Revdex.com the following concerns:
1. Ameren Illinois upgraded "his" meter without his consent.
2. Mr. [redacted] indicates that he was told by Ameren Illinois that a non-standard meter could be installed, but that he would incur a fee of $20.00 per month.
3. Mr. [redacted] believes that charging a monthly fee to have a non-standard meter is "extortion" and refuses to pay for a meter he does not want.
4. Mr. [redacted] stated he does not want the upgraded meter and believes that because there was no fee to manually read a meter before, there shouldn't be one now.
5. Mr. [redacted] questioned job "elimination."
Additional information from Ameren Illinois:
1. Per the Ameren Illinois service agreement Mr. [redacted] entered into in order to establish electric service at his address, the determination of metering technology and equipment used at this Premises is the responsibility of Ameren Illinois.
2. The meter at Mr. [redacted]' residence was upgraded on 6/19/2015 as part of a statutorily-approved program to make advanced meters the standard metering service.
3. Mr. [redacted] contacted customer service on 6/19/2015, speaking with a customer service representative and asking for a supervisor to express his concerns.
4. Though Mr. [redacted]' service at this address began on 4/15/2015, after the initial advance notice customer letter was delivered to the previous occupant, the follow-up post card was mailed to Mr. [redacted] after he moved in.
Ameren Illinois is performing meter upgrades as a response to the needs of our customers who demand reliability and new tools to help them manage their energy usage and costs. Meter upgrades are an important part of our overall plan to better serve our customers and your community. Our team has upgraded 678,000 meters to wireless in 2006-09 and we have successfully installed more than 100,000 advanced meters since last summer. We will continue to proceed with advanced meter upgrades in accordance to the deployment plan approved by the Illinois Commerce Commission (ICC) and as required by the Electric Infrastructure Modernization Act (EIMA). Advanced metering is the standard meter service in areas converted to advanced meters. Mr. [redacted] is served by the Mt. Vernon operating center which is being converted to advanced metering.
If Mr. [redacted] does not want the advanced meter that is currently installed at his address, he can enroll in the Non-Standard Metering (NSM) program which was approved by the ICC with the input of stakeholders and consumer advocates. The monthly NSM fee covers the cost of manually reading an old meter. It's only fair that customers who take advantage of the upgrades should not subsidize the costs to manually read meters for a few customers who do not wish to have an advanced meter. The fees are as follows:
$20 per month for refusing and electric or natural gas meter upgrade
$24 per month for refusing both electric and natural gas meter upgrades
One-time $70 meter exchange fee to return an advanced meter to a Non-Standard meter
To be clear, there is no extra monthly charge for Mr. [redacted]' service unless he enrolls in the Non- Standard Metering program. Furthermore, if Mr. [redacted] enrolls in Non-Standard service and later changes his mind, there is no exchange fee or monthly charge to return the service to Ameren Illinois' Standard Metering (advanced meter).
Because Mr. [redacted] recently moved to this address and may not have received all of the communications that would have allowed him to make an informed choice on this issue, Ameren Illinois is willing to remove the one-time $70 exchange fee to return the service to a Non-Standard meter. In this event, Mr. [redacted] will be responsible for paying the $20/month Advanced Meter Refusal Charge effective with the July 2015 Billing Period.
Regarding jobs, Ameren Illinois is committed to supporting the economy of Central and Southern Illinois. As a union employer, Ameren Illinois is working with its labor partners to create jobs as required by EIMA. Ameren Illinois job creation numbers are reported annually to the ICC. Since 2012, Ameren Illinois has created an incremental total of more than 330 direct jobs and 1,000 contractor jobs in Central and Southern Illinois.
If Mr. [redacted] decides Non-Standard Metering is the right choice for him, he can call Ameren Illinois Customer Service at X-XXX-XXX-XXXX to enroll.
Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.
Thank you,
Ameren Illinois
Regulatory Affairs
[redacted]
Decatur, IL XXXXX
cc: [redacted]

October 13, 2017     Illinois Commerce Commission Consumer Services Division                 Open Date:     10/11/2017       Complaint ID #:    ...

[redacted]              Account #:     [redacted]     Customer Name:     [redacted]     Service Address:     [redacted]                                  Carbondale, IL 62901                   The customer’s complaint is in regards to a high bill inquiry.   Ameren Illinois’ Response Ameren Illinois conducted a thorough investigation of the subject complaint, which revealed the following information.   Ameren Illinois records indicate [redacted] established electric service at [redacted] on 08/08/16 (account number [redacted]).   The meter is equipped with automated meter reading (AMR) devices that transmit readings reflecting actual usage via radio waves to Ameren Illinois for billing purposes, generally daily.   All Ameren Illinois electric customers have the option of choosing their electric supplier. Mr. [redacted] has been receiving his electric supply from Homefield Energy 2.  Ameren Illinois continues to deliver the electricity to him.   The account was on Ameren Illinois' Budget Billing Rollover program from 10/25/16 until 03/31/17.  Mr. [redacted]' budget billing balance had a credit of $103.46.  Ameren Illinois issued refund check number [redacted] for $103.46 on 03/31/17.  The refund check cleared Ameren Illinois' financial institution on 04/10/17.   Ameren Illinois is currently holding a deposit in the amount of $194.00 on the account.  The deposit was assessed because the electric service was disconnected on 10/24/16 due to non-payment.  The deposit was recently reviewed on 10/06/17, but was not eligible for a refund because the service was disconnected due to non-payment within the last 12 months.  The deposit will be reviewed again in November and will be eligible for a refund at that time.    Ameren Illinois provides the following information regarding electric usage at the property for the past year:Ameren Illinois’ rates and tariffs are in compliance with the Illinois Administrative Code.  The bills have been based on actual usage registered on the electric meter.  The bills have not been estimated.  Ameren Illinois is only able to verify the accuracy of the meter, not the source of the usage.  Listed below are the Ameren Illinois DS-1 Residential Delivery Service Rates for 2016 and 2017: 2016Summer (June 1st – Sept 30th):$0.04727 cents/kWhNon-Summer (Oct 1st to May 31st):$0.0277 cents/kWh  2017Summer (June 1st – Sept 30th):  $0.04613 cents/kWhNon-Summer (Oct 1st to May 31st): $0.02701 cents/kWh The Delivery Service Rate for 2017 is slightly lower than the Delivery Service Rate for 2016. Bills may fluctuate based on the following factors: WeatherNumber of Days in the Bill CycleCustomer's Usage Ameren Illinois encourages Mr. [redacted] to contact local area churches and energy assistance agencies for possible help with paying the bills:  Ameren Illinois encourages Mr. [redacted] to visit the following internet sites for information regarding energy conservation and supplier information: Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.   Thank you, Ameren Illinois Regulatory Affairs cc:  [redacted]