Ameren

Per our records, the outdoor lighting was installed at the request of a previous customer for the property at the customer's address; therefore, when he called to place the service in his name, both the metered service and outdoor lighting associated with the premise automatically went into his name At the customer's request, billing for the lighting has been stopped and an order has been issued to disconnect the lighting We apologize for the misunderstanding, however, since the lighting charges were disclosed as a separate line item on his bill each month, the charges will not be refunded

In reviewing the information, the bankruptcy paperwork was received on 04/25/and upon review, a portion of the transferred balance has been removed This information has been provided to the customer

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

The customer’s complaint is in regard to a payment agreementAmeren Illinois ResponseAmeren Illinois conducted a thorough investigation of the subject complaint which revealed the following information Ameren Illinois records indicated [redacted] established natural gas and electric service at [redacted] ***, on 01/22/(Ameren account number [redacted] ) Ameren Illinois provides the following sequence of events pertaining to the complaint: 01/26/Ms [redacted] activated a payment agreement with a payment of $100.00, the balance of $was divided into installments of $(final installment $67.48)02/22/Ameren Illinois issued a bill in the amount of $due 03/16/17; dates of service 01/23/to 02/21/($electric service, $gas service and $payment agreement installment)03/13/Ameren Illinois received a payment in the amount of $03/23/Ameren Illinois issued a bill in the amount of $due 04/17/17; dates of service 02/21/to 03/22/($electric service, $gas service and $payment agreement installment)04/18/Ameren Illinois received an electronic check payment in the amount of $04/20/The customer’s payment in the amount of $was returned by her financial institution with a reason code of “Account Frozen.” 04/21/Ameren Illinois issued a bill in the amount of $1,due 05/15/17; dates of service 03/22/to 04/20/($electric service, $gas service and $previous balance)04/21/Ms [redacted] agreed to pay $by 05/04/to reinstate the payment agreement in installments of $(final installment $66.55) Ms [redacted] ’ current bill balance of $is due by the bill due date of 05/15/17.The returned payment was not a result of an Ameren error The customer’s payment agreement has been reinstated and the account is not in collectionsGiven the above, Ameren Illinois considers this issue to be resolved and the complaint closed Thank you, Ameren Illinois Regulatory AffairsSMain Street, E-17Decatur, IL cc: [redacted]

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

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

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

May 18, Revdex.com Open Date: 05/10/ Complaint ID #: [redacted] Account #: [redacted] Customer Name: [redacted] Service Address: [redacted] [redacted] The customer’s complaint is in regard to a deposit Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information Ameren Illinois records indicate [redacted] established service at [redacted] ***, on 06/14/(Ameren account number [redacted] )Bills and notices are mailed to the service address It is the position of Ameren Illinois to waive the deposit as a one-time courtesy The customer’s account is enrolled in Direct Pay; future payments will be received on the bill due date Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed Thank you, Ameren Illinois Regulatory Affairs [redacted] Decatur, IL cc: [redacted]

Complaint: [redacted] I am rejecting this response because: This information is false, they have shut off my electric after I have sent them all the documentation they requested Sincerely, [redacted]

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

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

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

In reviewing the information, the electric account at [redacted] was closed effective 05/16/per a telephone call from the customer's relative The final bill was mailed on 05/17/and was paid in full on 06/05/ The customer has not been billed for any service since the account was closed Per our records, we have not had any contact from the customer's relatives since they called to close the account on 05/16/ If the relatives have any concerns or questions I would suggest they contact our Customer Call Center at [redacted] with the customer's account number to discuss

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

In reviewing the information, the customer notified us they received LIHEAP and should be exempt from the Energy Efficiency Investment Charge (EEIC) on their monthly bill This information was submitted to our IT Department to update the customer's account information Unfortunately the account billed again before the update could be completed The update was completed on 09/01/to ensure the next bill will not include the charge and the account has been credited for all EEIC charges since 03/22/

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

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 meThank you Revdex.com for your organization and good work! Thank you Ameren Mo for reconciling and clearing me out of this bill which never belonged toIf this was my bill, I would have paid itGod is watching me and I would not steal even a penny Sincerely, [redacted] ***

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

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

August 8, [redacted] Consumer Services Division Open Date: 07/28/ [redacted] [redacted] The customer’s complaint is in regard to a 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 natural gas and electric service at W Springfield Ave, Champaign IL on 11/26/13, Ameren Illinois account number [redacted] The service remained in Ms***'s name until 10/04/ Ameren Illinois issued a final bill in the amount of $due 10/28/ On 11/02/a late payment charge of $was applied to the account Ameren Illinois records also indicate [redacted] established natural gas and electric service at [redacted] *** on 10/04/(Ameren account number [redacted] ) 11/03/16, Ameren Illinois transferred the final bill balance of $from account number [redacted] to Ms***'s active account number [redacted] 12/16/16, Ameren Illinois sent a letter advising a deposit would be assessed to the account if the company continued to receive late payments 01/17/17, Ameren Illinois assessed a deposit in the amount of $to bill in installments Ameren Illinois received late or partial payments out of months prior to the deposit assessment Because the final bill balance of $from Ameren account number [redacted] due 10/04/was transferred to the customer's active account; it was included in the timeline Ms***’s account had an undisputed past due balance of $that remained unpaid over days beyond the original due date of 12/06/when the deposit was assessed Ameren Illinois strives to be consistent with all customers regarding the assessment of deposits pursuant to the revised Illinois Administrative Code Title 83, Section (effective Nov1, 2014): Section Deposits a) Intent: Customer deposits are used to secure against potential unpaid debtsUtility 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 c) Calculation of Deposit Amounts 1) Residential and small business customer deposits shall not exceed 1/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 months; and B) The customer's account has an undisputed past due balance that has remained unpaid for over days beyond the due date The deposit will be refunded once the following refund conditions have been satisfied: h) Refund Conditions for Deposits 1) 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 refund The customer’s deposit in the amount of $was billed appropriately based on the Illinois Administrative Code Title 83, Section Ameren Illinois also encourages Ms [redacted] to visit the following internet sites for information regarding energy conservation: AmerenIllinois.comAmerenIllinoisSavings.comEnergysavers.govPluginIllinois.orgEne...⇄ Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed Thank you, Ameren Illinois Regulatory Affairs [redacted] ***