Ameren Illinois

Initial Business Response /* (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 03/25/14 (account #XXXXX-XXXXX).
On 02/07/16, Ameren Illinois received two payments of $189.00 each. The first payment was at 1:36 a.m. and the second payment was at 3:00 a.m. These payments were initiated online at AmerenIllinois.com by Mr. [redacted]. A confirmation email was generated for each payment. Payments post to the customer's account within 15 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 time. Ameren Illinois is not aware of any system issues with our AmerenIllinois.com website on the date of 02/07/16. Mr. [redacted] was advised the excess payment of $189.00 can be refunded after a 14 day waiting period. If 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 Supervisor. Mr. [redacted] stated that his bank will not provide the requested information. The Ameren Illinois Supervisor advised of the 14 day wait period and stated another option is to contact the bank to stop the payment. Mr. [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 02/07/16. Mr. [redacted] has revoked one of the $189.00 duplicate payments through his bank. Ameren Illinois is unable to reimburse Mr. [redacted] for any fees he may incur with his financial institution as a result of this overpayment.

Initial Business Response /* (1000, 5, 2015/09/15) */
September 15, 2015
Revdex.com


Open Date: 09/11/2015
Complaint ID #: XXXX-XXXXXXX
Account #: XXXXX-XXXXX
Customer Name: [redacted]
Service Address: [redacted]
Collinsville, IL XXXXX

...


The customer's complaint is in regard to a door repair.
Ameren Illinois Response
Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information.
We have determined that ARCA (the appliance recycling vendor) was at this address to pick up a refrigerator and may have left the door off its door stop mechanism. As a result, we have asked ARCA (the appliance recycling vendor) to contact this customer with the offer of a new screen door replacement.
They have had a hard time contacting her before, but we are hopeful they can speak with her quickly to get this replacement scheduled and the issue resolved and closed.
We will confirm that the screen door replacement has been completed.
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]

Revdex.com                 Open Date:     07/01/2016       Complaint ID #:     [redacted] ...

             Account #:     [redacted]     Customer Name:     [redacted]     Service Address:     [redacted]                                  [redacted], IL 62902                  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 01/14/08 – 06/12/08.  Final bill $60.72 credit balance transferred to Ameren Illinois account number [redacted].   [redacted] - Electric service, [redacted], Unit [redacted]; dates of service 06/12/08 – 06/26/09.  Final bill $21.93 credit balance transferred to Ameren Illinois account number [redacted].    [redacted] - Electric service, [redacted], Apt **, [redacted]; dates of service 06/26/09 – 07/16/10.  Final bill $532.61 debit balance transferred to Ameren Illinois account number [redacted].   [redacted] - Electric service, [redacted], Apt [redacted]; dates of service 07/12/10 – 06/20/11.  Final bill $405.33 debit balance transferred to Ameren Illinois account number [redacted].   [redacted] - Electric service, [redacted], Apt [redacted]; dates of service 06/20/11 – 10/31/11.  Final bill $601.37 debit balance transferred to Ameren Illinois account number [redacted].   [redacted] - Natural gas and electric service, [redacted]; dates of service 10/31/11 – 03/03/14.  Final bill $903.47 debit balance transferred to Ameren Illinois account number [redacted].   [redacted] - Natural gas and electric service, [redacted] St, [redacted], between 03/03/14 and 04/01/16.  Final bill $1,995.11 debit balance due 04/27/16.   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 program. This 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.   PIPP provided for monthly LIHEAP assistance in paying Ms. [redacted]’s budget billing payment amounts. PIPP 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 45 days.  The electric arrearage reduction program termination balance remaining was $240.79.  The gas arrearage reduction program termination balance remaining was $14.78.   The account was also removed from the budget billing program on 12/03/15.  The budget billing settle-up balance was $526.73.   12/03/15 Ameren Illinois issued a bill in the amount of $1,772.30, due 12/28/15; dates of service 10/28/15 to 11/30/15 ($526.73 budget bill settle-up balance, $990.00 past due balance, $14.78 gas arrearage reduction balance and $240.79 electric arrearage reduction balance).   01/05/16 Ameren Illinois issued a bill in the amount of $1,947.65, due 01/27/16; dates of service 11/30/15 to 01/03/16 ($102.50 electric service, $72.85 gas service, $1,772.30 past due balance).   02/01/16 Ameren Illinois received a pledge from energy assistance in the amount of $341.00.    02/03/16 Ameren Illinois issued a bill in the amount of $1,803.43, due 02/25/16; dates of service 01/03/16 to 02/01/16 ($86.39 electric service, $110.44 gas service, $1,947.60 past due balance, minus the following credits:  $0.05 deposit interest and $341.00 energy assistance monies).   03/03/16 Ameren Illinois issued a bill in the amount of $1,980.20, due 03/28/16; dates of service 02/01/16 to 03/01/16 ($82.58 electric service, $94.19 gas service, $1,803.43 past due balance).   04/05/16 Ameren Illinois issued a final bill in the amount of $1,995.11, due 04/27/16; dates of service 03/01/16 to 04/01/16 ($86.33 electric service, $58.70 gas service, $1,980.20 past due balance and deposit credit of $130.12).   06/09/16 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 $1,995.11 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 62288                         Phone: [redacted]                         Fax: [redacted]                           [redacted]                         [redacted]                         Murphysboro IL 62966                         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]

While Ameren Illinois respects Mr. [redacted]'s rejection of our response, our investigation has been complete and found no evidence that our meter(s) did not record the correct usage.  We have completed our response to Mr. [redacted] and also responded to a complaint filed by [redacted] with the Illinois Attorney General's office ([redacted]).  Our response is complete and we are unable to satisfy Mr. [redacted]'s request to remove billing.  Thank you.

April 25, 2016 Revdex.com             Open Date:     04/22/2016       Complaint ID #:     [redacted] ...

             Account #:     [redacted]     Customer Name:     [redacted]     Service Address:     [redacted].                                  Granite City, IL [redacted]               The customer’s complaint is in regard to required deposit. 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], Granite City, on 05/30/06 (Ameren account number [redacted]).  Bills and notices are mailed to the service address. On 01/19/16, Ameren Illinois sent a letter advising that a deposit would be assessed if the Company continued to receive late payments. On 02/22/16, Ameren Illinois assessed a deposit in the amount of $266.00.  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. During the most recent 12 months, 8 out of 12 payments have been received after the due date. The deposit of $266.00 will remain on the account and is being billed in five installments. 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, 2015/05/11) */
May 11, 2015
Revdex.com


Open Date: 05/01/2015
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 Nov. 21, 2013 (Ameren account number XXXXX-XXXXX).
On Mar. 3, 2015 at the direction of the U.S. Postal Service (Form [redacted] Ameren Illinois changed the mailing address on Ms. [redacted]'s account to [redacted] Future bills and notices were sent to the new mailing address.
On Apr. 5, 2014, Ameren Illinois sent a non-pay disconnection notice in the amount of $315.03. The notice extended the previous bill's due date from Mar. 28, 2014 until Apr. 16, 2014 for receipt of payment to ensure service.
The electric service was disconnected for non-pay on Apr. 23, 2014.
On May 2, 2014, Ameren Illinois sent the final bill in the amount of $359.13. The final account balance of $364.51 (including late charge) has remained unpaid.
On Aug. 19, 2014, Ms. [redacted] contacted Ameren Illinois for the first time since setting up the service in November 2013. 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 required. Ameren Illinois received no request to disconnect the service in Ms. [redacted]'s name. It was disconnected for non-pay on Apr. 23, 2014, and the final bill was sent on May 2, 2014.
The balance of $364.51 will remain on Ms. [redacted]'s account.
Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.
Thank you,
Ameren Illinois
Regulatory Affairs
[redacted]
[redacted] IL XXXXX
cc: [redacted]

Initial Business Response /* (1000, 5, 2016/01/22) */
January 22, 2016
Revdex.com


Open Date: 01/20/2016
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 10/18/12 (Ameren account number XXXXX-XXXXX).
On 12/03/15 at 5:40 p.m., Ameren Illinois received an online request (via AmerenIllinois.com) to connect service for Ms. [redacted] at [redacted] East [redacted] effective 12/16/15 (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. [redacted]' 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 $.00 ($15.17 credit).
On 01/15/16, the credit of $15.17 was transferred to Ms. [redacted]' 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 01/12/16 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
370 S. Main Street, E-17
Decatur, IL 62523
cc: [redacted]

March 15, 2016RevDex.com            Open
Date:    ...

03/09/2016      Complaint
ID #:     2016-[redacted]              Account
#:[redacted]    Customer
Name:[redacted]    Service Address:     [redacted]                                 Creve Coeur, IL 61610                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
information. Ameren
Illinois records indicate [redacted] established natural gas and electric
service at [redacted]., Creve Coeur, on 08/17/04 (Ameren account number
[redacted]).Ameren
Illinois is a delivery-only provider of gas and electric service. Bills 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 cycle. These 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 12 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
CONDITIONS12. DISCONNECTION 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 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.AndCUSTOMER TERMS AND
CONDITIONS12. DISCONNECTION 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 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 month’s 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.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]

Attached is Ameren Illinois' response to [redacted]. Thank you.

June 6, 2016     Illinois Commerce Commission Consumer Services Division                 Open Date:     05/27/2016       Complaint ID #:    ...

[redacted]              Account #:     [redacted]     Customer Name:     [redacted]     Service Address:     [redacted]                                  Colfax, IL 61728                  The customer’s complaint is in regard to required deposit.   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 on 10/15/05 at [redacted], Colfax (Ameren Illinois account number [redacted]).   The deposit in the amount of $546.00 has been held on Ms. [redacted]’s account since 04/14/09.   Ameren Illinois strives to be consistent with all customers regarding deposit refunds pursuant to the revised Illinois Administrative Code Title 83, Section 280 (effective Nov. 1, 2014):   Section 280.40  Deposits   Intent:Customer deposits are used to secure against potential unpaid debts.Utility collection activities, when not otherwise restricted by regulations or laws, will limit the accumulation of unpaid debt so that deposits will continue to serve this protective purpose.   h)     Refund Conditions for Deposits:   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.    During the past 12 months, the customer has paid late 6 times as follows:   08/03/1509/01/1509/30/1512/31/1502/03/1604/01/16   It is the position of Ameren Illinois that the deposit in the amount of $546.00 will remain on Ms. [redacted]’s account until the criteria stated in the Illinois Administrative Code Title 83, Section 280.40, h) is satisfied.   Energy savings tips are available on the AmerenIllinois.com website or you may contact us at 1.[redacted] with any questions.   Ameren Illinois 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]           Bloomington IL  61701           Phone:  [redacted]           Fax:  [redacted]             [redacted]           [redacted]           Bloomington IL  61701           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 /* (1000, 11, 2016/02/09) */
The customer's complaint is in regard to a claim for damages.
Ameren Illinois Response
Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information.
Mr. [redacted] states in his...

complaint "it appeared that the new parts were installed on the gas meter on the outside of my house by Ameren Illinois. It must have been worked on between 9/9/15 and 9/11/15. I never received any notice of work that was going to be done to my gas meter." He further stated that his claim was processed by Ameren Illinois' third-party contractor and was denied.
It is Ameren Illinois' practice to make an attempt to notify affected customers prior to any scheduled work in a location that requires temporary loss of service. The Company's investigation did not find that any work, scheduled or emergency, was done at Mr. [redacted]'s premise around those dates.
An Ameren Illinois claims investigator reviewed the original claim that had been processed by the third-party and found that it had been appropriately denied.
Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.
Thank you,
Ameren Illinois
Regulatory Affairs
cc: [redacted]

Attached is Ameren Illinois' response to [redacted]. Thank you.

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. I am not convinced the electrical use of 934kWh for month of September is only mine but I have no other choice but to pay.  If I kept quiet I could have paid only the 500 kWh originally billed. My hope is that from now on my electrical usage will be read correctly.What bothers me is that nobody was found in fault for switching the electrical meters and the apartments. It probably went on for years. Is there a controlling agency which if not able to prevent then at least to fine those kind of practices?If a person reads the messages, I will appreciate an answer.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/14) */
August 14, 2015
Revdex.com


Open Date: 08/06/2015
Complaint ID #: XXXX-XXXXXXX
Account #: XXXXX-XXXXX
Customer Name: [redacted]
Service Address: [redacted]
[redacted] IL XXXXX


The...

customer's complaint is in regard to billing for unbilled 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 natural gas and electric service at [redacted] Kewanee, on June 10, 2013 (Ameren account number XXXXX-XXXXX).
In August 2014, Mr. [redacted] and Ameren Illinois established a deferred payment agreement to retire the then account balance of $437.94. Terms of the agreement provided for 12 installments of $37.00 (final installment $30.94).
Also in August 2014, Mr. [redacted] notified Ameren Illinois that he needed to have his gas service moved because he was adding on to his home. Ameren Illinois made the necessary service relocation; however, the Company did not complete the request in its systems records, resulting in no billing to Mr. [redacted] for gas service until Ameren Illinois discovered the oversight in June 2015.
On June 16, 2015, the gas meter registered 4911 total therms; the meter reading at the time of the relocation activation was 3747 therms, a discrepancy of 1164 therms.
Because the customer's actual gas consumption was recorded on the meter, Ameren Illinois sent an adjusted bill in the total amount of $1,071.03 on June 17, 2015, pursuant to Illinois Administrative Code Title 83, Part 280.100:
Section 280.100 Previously Unbilled Service
a) Intent: This Section provides for the billing and payment of previously unbilled service caused by errors in measuring or calculating a customer's bills.

b) Time Limits:

1) Bills for any utility service, including previously unbilled service, supplied to a residential customer shall be issued to the customer within 12 months after the provision of that service to the customer.

d) Calculation: For previously unbilled service accrued over a period of time when the rates for service have varied, the utility shall issue the makeup billing amount calculated on a prorated basis to reflect the varying rates.
The Company rebilled Mr. [redacted] for 1101 therms of the 1164-therm discrepancy, spreading the gas usage over an eight-month period as follows:
Billing Period
Original Billed
Usage
(in therms) Original Billed Amount
(gas service only) Rebilled Usage
(in therms) Rebilled Amount
(gas service only)
09/30/14-10/28/14 0 $0.00 125 $110.33
10/28/14-11/28/14 0 $0.00 139 $116.58
11/28/14-12/31/14 0 $0.00 148 $136.79
12/31/14-01/30/15 0 $0.00 135 $125.79
01/30/15-03/02/15 0 $0.00 139 $127.77
03/02/15-03/31/15 0 $0.00 130 $118.17
03/31/15-04/30/15 0 $0.00 135 $99.96
04/30/15-06/02/15 0 $0.00 150 $112.12

Totals 0 $0.00 1101 $947.51
Rebilled Usage
1101 Therms
Total Adjustment:
$947.51
The remaining 63 therms of the discrepancy were included on the next bill dated July 1, 2015.
The adjusted bill was calculated as follows:
$ 123.52 Previous balance due as reflected on bill dated 6/3/15
(remaining deferred payment agreement balance $60.50)
+$ 947.51 Gas meter billing adjustment
=$1,071.03
[redacted] has declined Ameren Illinois' offers to set up a no-interest payment arrangement to retire the current account balance.
On Aug. 10, 2015, Ameren Illinois sent a non-pay disconnection notice in the amount of $1,255.28. The notice extended the previous bill's due date from July 22, 2015 until Aug. 10, 2015 for receipt of payment to ensure service. The previous deferred payment agreement defaulted because payment was not received by the previous bill's due date of July 22, 2015.
On Aug. 4, 2015, a customer-initiated request for a deferred payment agreement was made online at AmerenIllinois.com. Terms of the agreement provide for a down payment of $367.00 by Aug. 10, 2015 and 12 installments of $93.00 (final installment $.
Ameren Illinois corrected the issue of non-billing for gas service as soon as the Company became aware of the problem.
The billing adjustment has been done pursuant to the Illinois Administrative Code.
An Ameren Illinois supervisor attempted contacting Ms. [redacted] on Aug. 5, 2015 and on Aug. 6, 2015 to discuss the adjustment.
Ameren Illinois apologizes for the inconvenience this has caused for Mr. and Ms. [redacted].
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]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

April 25, 2016 Revdex.com             Open Date:     04/22/2016       Complaint ID #:     [redacted] ...

             Account #:     [redacted]     Customer Name:     [redacted]     Service Address:     [redacted]                                  [redacted]           The customer’s complaint is in regard to refund check. Ameren Illinois ResponseAmeren 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 08/26/15 (Ameren account number [redacted]).  Bills and notices mailed to:  [redacted], IL  61820.On 01/18/16, Ameren Illinois issued a final bill in the amount of $55.34 due 02/09/16.  On 01/19/16, Ameren Illinois received a payment in the amount of $100.73; leaving a credit in the amount of $45.39.On 01/26/16, Ameren Illinois issued refund check #[redacted] in the amount of $45.39On 02/23/16, Ameren Illinois received refund check #[redacted] back from the Post Office.On 03/08/16, [redacted] contacted Ameren Illinois and updated the mailing address to [redacted].  On 04/01/16, the original refund check #[redacted] in the amount of $45.39 was voided.  A new refund check #459639 in the amount of $45.39 was issued and mailed to [redacted].Ameren Illinois records indicate refund check #[redacted] in the amount of $45.39 cleared on 04/19/16.  The customer’s final account has a $0.00 balanceGiven the above, Ameren Illinois considers this issue to be resolved and the complaint closed.  Thank you,Ameren Illinois Regulatory Affairscc:  [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]

January 19, 2017  Illinois Commerce Commission Consumer Services Division                Open Date:     01/12/2017      Complaint ID #:    ...

[redacted]              Account #:     [redacted]    Customer Name:     [redacted]    Service Address:     [redacted]                                 [redacted]                 The customer’s complaint is in regard to a balance inquiry. 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 10/18/11 (Ameren account number [redacted]). Mr. [redacted]'s account is billed under the provisions of Ameren Illinois' budget billing rollover program. This 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. Mr. [redacted]'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 12 and added to the monthly average of the previous year's usage to determine the new budget billing payment. Ameren Illinois provides the following billing/payment information:  Billing Date Actual Amount Used Budget Amount Billed Billed Deposit Late Payment Charges Payments/ Credits 12/21/15 $ 245.42 $ 308.00     $ 0.03 01/25/16 $ 305.17 $ 230.00     $ 307.97 02/23/16 $ 368.36 $ 230.00     $ 307.97 03/21/16 $ 222.31 $ 230.00     $ 0.00 04/21/16 $ 212.11 $ 230.00     $ 40.00 05/19/16 $ 149.10 $ 199.00     $ 269.00 06/22/16 $ 195.44 $ 199.00     $ 0.00 07/20/16 $ 223.66 $ 199.00     $ 502.00 08/18/16 $ 299.45 $ 199.00   $0.59 $ 0.00 09/20/16 $ 273.83 $ 215.00 $458.00   $ 598.00 10/20/16 $ 190.18 $ 215.00     $ 0.00 11/17/16 $ 214.95 $ 215.00   $0.86 $ 449.50 12/20/16 $ 329.17 $ 215.00   $0.01 $ 274.00 01/12/17         $ 274.00 01/16/17       $0.01   01/18/17         $ 1.00* Totals $3,229.15 $2,884.00 $458.00 $1.47 $3,023.47 December deferred balance =$235.75            *Note:  When the payment of $270.00 was made on 05/17/16, only $269.00 was applied to the customer’s account.  The $1.00 overpayment went to the Warm Neighbors/Cool Friends program.  A credit of $1.00 was applied to the customer’s account on 01/18/17. The total billing is calculated as follows:   $2,884.00 Budget Amount Billed+$  458.00 Billed Deposit+$      1.47 Late Payment Charges-$3,023.47 Payments/Credits$   320.00 Total Billed Balance Mr. [redacted]’s account is currently on a payment agreement with an unbilled balance of $101.00.  The payment agreement has 2 remaining installments of $57.00 (final installment $44.00).  Mr. [redacted]’s current bill balance of $219.00 was due 01/11/17 and the unbilled payment agreement balance of $101.00 has two remaining installments ($219.00 + 101.00 = $320.00). 12/21/15 Ameren Illinois issued a bill in the amount of $307.97 due 01/12/16; dates of service 11/17/15 to 12/18/15 ($308.00 budget billing amount - $0.03 credit due to overpayment).   01/13/16 Ameren Illinois received a payment in the amount of $307.97. 01/25/16 Ameren Illinois issued a bill in the amount of $230.00 due 02/16/16; dates of service 12/18/15 to 01/20/16 ($230.00=budget billing amount).   02/17/16 Ameren Illinois received a payment in the amount of $307.97. 02/23/16 Ameren Illinois issued a bill in the amount of $152.03 due 03/16/16; dates of service 01/20/16 to 02/22/16 ($230.00 budget billing amount - $77.97 credit due to overpayment).  03/21/16 Ameren Illinois issued a bill in the amount of $382.03 due 04/12/16; dates of service 02/22/16 to 03/20/16 ($230.00 budget billing amount + $152.03 previous balance). 04/01/16 Payment Agreement activated due to notification of payment in the amount of $40.00 to defer the balance of $342.03 in 9 installments of $39.00, final installment $30.03. 04/04/16 Ameren Illinois received a payment in the amount of $40.00. 04/21/16 Ameren Illinois issued a bill in the amount of $269.00 due 05/13/16; dates of service 03/20/16 to 04/20/16 ($230.00 budget billing amount + $39.00 payment agreement installment).  (Unbilled payment agreement balance = $303.03.) 05/17/16 Ameren Illinois received a payment in the amount of $270.00.  (Note:  The $1.00 overpayment was applied to the Warm Neighbors/Cool Friends program.  On 01/18/17, the $1.00 payment was credited to Mr. [redacted]’s account.) 05/19/16 Ameren Illinois issued a bill in the amount of $238.00 due 06/10/16; dates of service 04/20/16 to 05/18/16 ($199.00 budget billing amount + $39.00 payment agreement installment).  (Unbilled payment agreement balance = $264.03.) 06/15/16 Mr. [redacted]’s payment agreement defaulted due to missed payment of $238.00 due 06/10/16. 06/22/16 Ameren Illinois issued a bill in the amount of $701.03 due 07/14/16; dates of service 05/18/16 to 06/19/16 ($199.00 budget billing amount + $502.03 previous balance). 06/29/16 Payment agreement automatically reinstated due to notification of the customer’s payment in the amount of $502.00 to divide the remaining balance of $225.03 into 5 installments of $39.00 (final installment $69.03).  06/30/16 Ameren Illinois received a payment in the amount of $502.00. 07/20/16 Ameren Illinois issued a bill in the amount of $238.00 due 08/11/16; dates of service 06/19/16 to 07/19/16 ($199.00 budget billing amount + $39.00 payment agreement installment).  (Unbilled payment agreement balance = $160.03.) 08/16/16 Mr. [redacted]’s payment agreement defaulted due to missed payment of $238.00 due 08/11/16. 08/18/16 Ameren Illinois issued a notice of disconnection of non-payment in the amount of $385.20 due 08/30/16. 08/18/16 Ameren Illinois issued a bill in the amount of $597.62 due 09/09/16; dates of service 07/19/16 to 08/17/16 ($199.00 budget billing amount + $238.00 previous balance + $160.03 defaulted payment agreement balance + $0.59 late payment charge).   08/31/16 @ 9:05 a.m., Ameren Illinois disconnected the electric service due to non-payment of $385.20. 08/31/16 @ 12:47 p.m., the electric service was reconnected due to notification of payment in the amount of $598.00. 09/01/16 Ameren Illinois received a payment in the amount of $598.00. 09/01/16 Ameren Illinois assessed a deposit in the amount of $458.00.  Per Mr. [redacted]’s request, the deposit will bill in one installment (included on the bill due in October). 09/20/16 Ameren Illinois issued a bill in the amount of $672.62 due 10/12/16; dates of service 08/17/16 to 09/19/16 ($215.00 budget billing amount + $458.00 deposit - $0.38 credit due to overpayment). 10/18/16 Payment agreement reinstated with notification of the customer’s payment in the amount of $175.00 to divide the remaining balance of $497.62 into 9 installments of $57.00 (final installment $41.62). 10/19/16 Ameren Illinois received a payment in the amount of $175.00. 10/20/16 Ameren Illinois issued a bill in the amount of $272.00 due 11/14/16; dates of service 09/19/16 to 10/18/16 ($215.00 budget billing amount + $57.00 payment agreement installment).  (Unbilled payment agreement balance = $440.62.) 11/16/16 Ameren Illinois received a payment in the amount of $274.50. 11/17/16 Mr. [redacted]’s payment agreement defaulted since the payment was not received by the bill due date of 11/14/16. 11/17/16 Ameren Illinois issued a bill in the amount of $653.98 due 12/09/16; dates of service 10/18/16 to 11/16/16 ($215.00 budget billing amount + $438.12 defaulted payment agreement balance + $0.86 late payment charge).   11/22/16 Payment agreement reinstated in the amount of $383.62 with $0.00 down payment and 7 installments of $57.00 (final installment $41.62).   12/12/16 Ameren Illinois received a payment in the amount of $274.00. 12/14/16 Mr. [redacted]’s payment agreement defaulted since the payment was not received by the bill due date of 12/09/16. 12/15/16 Payment agreement reinstated in the amount of $375.50 with $0.00 down payment and 7 installments of $57.00 (final installment $33.50). 12/20/16 Ameren Illinois issued a bill in the amount of $493.39 due 01/11/17; dates of service 11/16/16 to 12/19/16 ($215.00 budget billing amount + $278.99 defaulted payment agreement). 01/12/17 Ameren Illinois received a payment in the amount of $274.00. 01/16/17 Ameren Illinois assessed a late payment charge in the amount of $0.01. 01/18/18 Ameren Illinois applied a $1.00 credit to Mr. [redacted]’s account to reverse the $1.00 payment applied to Warm Neighbors/Cool Friends program. Payment 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. [redacted]. A deposit in the amount of $458.00 is currently being held on the account. The deposit will be refunded once the following refund conditions have been satisfied: Section 280.40 Deposits: h)         Refund Conditions for Deposits: 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. The customer reported multiple outages from April to June, 2016.  Ameren Illinois responded to and restored the outages as quickly as possible.  The customer has not reported any outages since June, 2016.  Ameren Illinois investigated and found that most of the outages were momentary and weather related. Ameren 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]

June 13, 2016     Revdex.com               Open Date:     06/09/2016       Complaint ID #:     [redacted] ...

             Account #:         Customer Name:     [redacted]     Service Address:     [redacted]                                  [redacted] The customer’s complaint is in regard to a bankruptcy filing. Ameren 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 11.01.2011 (Ameren account number [redacted]). On 11.04.2015 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 12.04.2015 [redacted] called the Company and requested to have electric service placed into her name as of 12.06.2016.  On 12.06.2016 the electric service was placed into the name of [redacted]. On 12.09.2015 the Company mailed a final bill to Mr. [redacted] in the amount of $2350.53 (after deposit credit) with a due date of 12.30.2015.  No payments were received on this account, so it was sent to a collection agency on 01.21.2016 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 $2350.53 is still outstanding in Mr. [redacted]’s name under account number [redacted].  On 07.01.2016 Mr. [redacted]’s account was removed from the PIPP program due to the State of Illinois budget issues.  December 1, 2015 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 accurate. 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]

Initial Business Response /* (1000, 5, 2015/09/22) */
September 22, 2015
Revdex.com


Open Date: 09/10/2015
Complaint ID #: XXXX-XXXXXXX
Account #: XXXXX-XXXXX
Customer Name: [redacted]
Service Address: [redacted] E [redacted]
Nashville, IL XXXXX

...


The customer's complaint is in regard to auto-payment.
Ameren Illinois Response
Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information.
Ameren Illinois records indicate [redacted] previously held service in her name between June 27, 2014 and July 31, 2015 at XXXXX [redacted] Nashville (Ameren account number XXXXX-XXXXX). Effective June 27, 2014, the account was placed on Ameren Illinois' Direct Pay program, meaning full bill amounts were automatically debited from Ms. [redacted]'s bank account on the due date of the bill.
At Ms. [redacted]'s request on June 24, 2015, Ameren Illinois transferred the service from XXXXX [redacted] to [redacted] St., Nashville (new account number XXXXX-XXXXX). Ms. [redacted] requested that the Direct Pay program be continued for the new account.
On Aug. 3, 2015, Ameren Illinois sent the final bill for the service at XXXXX State Route 15 in the amount of $451.84. The bill stated that this amount would be automatically debited from Ms. [redacted]'s bank account on Aug. 24, 2015. On Aug. 10, 2015, Ms. [redacted] requested paying half of the bill herself. An Ameren Illinois representative advised her that the Direct Pay program would be stopped to avoid the full bill amount of $451.84 from being debited from Ms. [redacted]'s bank account. Stopping the Direct Pay program on the final account also stopped the program from transferring to Ms. [redacted]'s new account.
Also on Aug. 10, 2015, Ameren Illinois transferred the final bill amount of $451.84 to the new account for service at [redacted]
On Sept. 9, 2015, Ameren Illinois received payment in the amount of $930.77 on the new account at [redacted] (payment was made online).
Also on Sept. 9, 2015, Ameren Illinois set up the Direct Pay program on Ms. [redacted]'s new account per her online request.
Per Ms. [redacted]'s online request, her new account for service at [redacted] St., Nashville, has been set up on Ameren Illinois' Direct Pay program effective with the next bill that was issued, which was Sept. 11, 2015. This bill stated the amount of the bill will be automatically debited from Ms. [redacted]'s bank account on Oct. 2, 2015.
No late payment charges were assessed on either of Ms. [redacted]'s accounts.
Ameren Illinois apologizes for any misunderstandings that resulted from this situation.
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]