Ameren

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

In reviewing the information, the customer's service was disconnected for non payment on 11/02/16. A payment was reported on 11/03/and a reconnect order was issued. Due to a locked gate and no response from the neighbor, we were unable to complete the reconnect order in our first two
attempts. Upon gaining access, the service was reconnected on 11/04/

Thank you for sending me this.In a phone call with *** ( I hope I have his name right)I requested to see the bill from April 30, Yes 2006.Ameren claims I could not be found yet I had service at *** *** *** from 2008-and from March until now at *** *** ***Under the same social security number Ameren claims because the service was under the name of *** *** and now M *** *** , previously *** * *** Ameren could not pursue it.Name and social security MUST match exactly according to AmerenAmeren claims that this rule changed recently .Really ???

Per our records, the customer called on 09/27/to let us know she had two separate leases and provided both the current address and the address in dispute. Based on this information, court documents verifying she was evicted from the address in dispute and a social security trace
verifying benefit of service, the transferred balance will not be removed. The account is eligible for a payment arrangement if she will contact our Customer Call Center at ***

In reviewing the information, the customer has a large unpaid balance under her name and social security number which has been reported to a collection agency. The customer has been asked in the past to provide proof of residency for any portion of the bill she wishes to dispute.
Although this information has never been received, she does still have the option to provide this information to proceed with a bill dispute investigation. We ask that she contact our Customer Call Center at *** if she has any questions

August 12, 2016 Revdex.com Open Date: 08/04/2016 Complaint ID
#: *** Account #: *** Customer Name: *** Service Address: *** *** Westville, IL 61883 The customer’s complaint is in regard to a deposit. AmerenIllinoisResponseAmerenIllinoisconducted a thorough investigation of the subject complaint which revealed the following information. Ameren records indicate that *** ** *** established electric and natural gas services at ** *** *** *** ** *** on 9-9-(Ameren account number ***). On 12-18-Ameren Illinois mailed Ms*** a check in the amount of $to return the deposit that had been held on the account. On 4-21-a Final Notice Prior to disconnection was mailed to Ms*** for the past due amount of $299.49. The due date shown on the final notice was 5-3-16. On 5-5-at approximately 1:P.M. Ms***’s electric service was disconnected for non-payment of the past due balance in the amount of $299.49. On -5-5-at approximately 2:P.MAmeren received a payment in the amount of $299.49. When this payment was received, an order was immediately issued to restore the electric service at Ms***’s home. On 5-5-at approximately 4:P.Mthe electric service was restored at Ms***’s address. On 5-5-the Company also mailed a letter to Ms*** explaining that a deposit would be required on the account due to the disconnection for non-payment that occurred. On 5-5-Ms*** spoke with a Company representative and that representative incorrectly advised Ms*** that the deposit had been applied to her account. The deposit has actually been sent back to Ms*** as a check in December 2015. On 5-17-Ameren Illinois shows that the deposit refund check #*** was cashed. Ameren Illinois records indicate that the deposit refund check was endorsed and deposited by *** ***. A copy of this refund check with signature has been included with this response. Ameren Illinois strives to be consistent with all customers regarding the assessment of deposits pursuant to the provisions defined by the Illinois Administrative Code Title 83, Section 280: Section 280.40(d) and (c) (d) Applicant Deposits: The utility shall have the right to require a deposit of an applicant under the following conditions:The applicant was previously disconnected for non-payment of bill amounts owing to the utility for the same class and type of service. (c) Residential and small business customer deposits shall not exceed?of the estimated annual charges for the service to that customer. The deposit assessed in the amount of $will remain on the account and as of has billed in three installments. As of 8-10-Ms***’s current balance is $due 8-15-and Ms*** is on a Deferred Payment Agreement (DPA). The DPA has an unbilled DPA balance in the amount of $and is being billed in installments of $in addition to the bill each month. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. Thank you, AmerenIllinoisRegulatory Affairs*** ** *** *** ***Decatur,IL 62523 cc: ***

In reviewing the information, the customer's service was disconnected for non payment in April. A portion of the balance was paid and the service was reconnected. Due to continued slow payment history, disconnect notices were mailed to the service address in May, June and July.
Collection calls were also made to the telephone number on the account. The service was disconnected for non payment on 08/08/and upon receipt of payment of the past due balance (June 28th bill) and reconnect fee, the service was reconnected this same day. The July 28th bill is due by 08/21/and if not paid a disconnect notice will generate for the past due balance around the time the new bill goes out in early September

In reviewing the information, in late July, the customer made a payment and received a pending energy assistance pledge which covered his July balance. The pledged amount is still suspended because we have yet to receive the payment from the agency. The customer's current
balance includes the portion of the July bill covered by the pending pledge, in addition to the August and September bill usage. This information was provided to the customer on 09/12/and on 09/13/we received a partial payment. Balance due on the account is correct

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

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

In reviewing the information, court documents verify Ms*** was the owner of the property from which the unpaid balance transferred from and is responsible for the balance. The transferred balance is for usage at the previous address only and does not include collection feesShe has been
advised to provide proof of residency if she wishes to dispute. This issue has been investigated by the Missouri Public Service Commission

Complaint: ***
I am rejecting this response because:Ameren won’t have anybody come out an check the meters as well as the electrical cords and plugs in this apartment and for as my landlord he just don’t wanna get fined for something Ameren will findSo they both are in the wrong an I Need more doneSo yes I am rejecting this
Sincerely,
*** ***

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

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

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

In reviewing the information, the customer's recent outage was due to squirrel contact which resulted in a blown fuse. As she mentions, the customer's residence also experienced a lengthy outage this summer when a major storm swept through a large portion of our service territory on
07/13/16. Ameren makes all reasonable efforts to provide the service requested on an adequate and continuous basis but cannot guarantee continuity of service due to conditions which are beyond reasonable control of the company. We strive to provide reliable service and apologize for any inconvenience the outages may have caused

Information received appears to be the same as submitted originally. Based on court documents, the transferred balance will remain unless Ms*** can provide proof she was not the owner of the property at the time the balance accrued

In reviewing the information, the secondary customer of record has been advised the balance transferred per a social security trace verifying benefit of service. Currently, the balance is on a payment arrangement. We have attempted to reach the primary customer of record to discuss
documentation required to dispute the balance; however, our attempts have been unsuccessful

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

Per our records, the customer received government assistance on her bill in both April and June. Each time the account balance was placed on a payment arrangement in an effort to help the customer keep the account current and letters were mailed explaining the terms of the arrangement.
Had the arrangements not been set up, she would have received a disconnect notice the following month for any past due balance. Due to continued slow payment history, a disconnect notice was mailed on 08/07/and again on 09/06/17. Payment was received and the account is not currently in threat of disconnection