Ameren

Initial Business Response /* (1000, 10, 2015/09/11) */
We are in the process of rebilling the customer and removing three years of gas service. This process is a time consuming process and should be completed by 9-25-15. Once it is completed we will provide an official response.
Thanks ...

[redacted].

My name is [redacted] @ [redacted] [redacted]r, my complaint #[redacted] in regards to this file I hv sent & spoke w/Emily about my contact #[redacted]

In reviewing the account information, the customer has been billed for actual usage recorded on the meter and usage is in line with the history for this address. The amount of the monthly bill is determined by the customer's usage and approved rates in effect. An activity statement showing the...

billing history at this address has been mailed and we ask that the customer contact us at X-XXX-XXX-XXXX to discuss if she has any questions.

Revdex.com            Open Date:    08/16/2016     Complaint ID...

#:    [redacted]            Account #:   [redacted]   Customer Name:    [redacted]   Service Address:    [redacted]                           ...⇄ IL 61732    The customer’s complaint is in regard to a payment refund. AmerenIllinoisResponseAmerenIllinoisconducted a thorough investigation of the subject complaint which revealed the following information. Ameren Illinois records indicate [redacted] established service at [redacted], on 02/28/07 (Ameren account number [redacted]). Bills and notices are mailed to [redacted]. The Company provides the following sequence of events pertaining to the complaint: 08/01/16 at 1:41.36 p.m. Ms. [redacted] initiated an online debit from her bank account in the amount of $131.08 to be paid toward her Ameren Illinois account. 08/01/16 at 1:42.58 p.m. A second payment of $131.08 was initiated online to be paid toward Ms. [redacted]'s Ameren Illinois account. 08/05/16 One payment of $131.08 was returned to Ameren Illinois by Ms. [redacted]'s bank. Ameren Illinois sent a letter to Ms. [redacted] advising her that a second returned payment would result in her account being coded as "cash only." This is not an Ameren Illinois error; two separate payments in the amount of $131.08 each were initiated on 08/01/16. Ameren Illinois posted both payments. When one of the payments was returned by Ms. [redacted]'s bank, Ameren Illinois responded appropriately by advising her that another returned payment within 12 months would result in a "cash-only" designation on her account. The Company's records indicate that one payment has been returned. Although this error was not made by Ameren Illinois, the Company has agreed to remove the returned item record on Ms. [redacted]'s account. Given the above, AmerenIllinoisconsiders this issue to be resolved and the complaint closed.  Thank you, AmerenIllinoisRegulatory Affairs[redacted]Decatur,IL 62523cc: [redacted]

Initial Business Response /* (1000, 10, 2015/09/15) */
Per our records, the customer set up service effective 04/30/15. 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 04/30/15 was transferred in as an attempt to...

collect payment after verifying the customer had benefited from the service also. The customer's account was then closed on 07/21/15. Because payment was not received, the balance due prevented family members from being able to place service in their name and service was disconnected. Partial payment was received and the family member has since established service. The 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.

Initial Business Response /* (1000, 5, 2016/02/29) */
In reviewing the information, disconnect notices were mailed due to missed or partial payments. The service was disconnected and upon receipt of payment for 80% of the arrears; the service was reconnected. A new bill will be mailed later this...

week and at that time, disconnect notices will generate for any past due balance.

Complaint: [redacted]
I am rejecting this response because: I mailed Ameren a resident ledger from the current property manager which listed my move-out date as 01/01/2011. Due to changes in ownership & management team, the required landlord call to backdate services was not made. In regards to the energy assistance application, it can take up to 90 days, depending on the number of applications they receive, to process an application for energy assistance. Once an application is approved, it can take from 15-30 days for payment to be remitted to the receiving utility company. That being said, it's not at all impossible that I applied for energy assistance and was approved AFTER I had already moved on 12/31/2010. 
Sincerely,
[redacted]

In reviewing the information, due to the age and lack of supporting documentation, the transferred balance has been removed from the customer's account.  The current credit balance on the account will apply to the next bill which will go out approximately 03/06/17.

In reviewing the information, at the customer's request to question the increased usage, the meter was tested at 100.04% accuracy.  We have explained the account has been billed for actual usage and will not be adjusted.  Per the daily meter readings, the customer's usage started to...

decrease on 02/06/17.  Unfortunately we have no way of knowing what might have caused the spike in usage.  This issue is also being investigated by the Missouri Public Service Commission.

Initial Business Response /* (1000, 5, 2015/08/26) */
August 26, 2015
Revdex.com


Open Date: 08/20/2015
Complaint ID #: XXXX-XXXXXXX
Account #: XXXXX-XXXXX
Customer Name: [redacted]
Service Address: [redacted]
Belleville, IL XXXXX


The...

customer's complaint is in regard to billing.
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] on Feb. 1, 2013 (Ameren account number XXXXX-XXXXX).
Both meters at the property are equipped with automated meter reading (AMR) devices that transmit readings reflecting actual usage via radio waves to Ameren Illinois, generally daily. These readings are used for billing purposes.
Effective Aug. 6, 2015, Ms. [redacted] receives supply of electricity from [redacted] Prior to Aug. 6, 2015, she received electric supply from [redacted] Regardless of her choice of electric supplier, Ameren Illinois continues to deliver electricity through the Company's wires and equipment. Ms. [redacted]'s bills include the supplier's charges as well as Ameren Illinois' charges to deliver the electricity.
Gas supply and delivery are provided to Ms. [redacted] by Ameren Illinois.
Ameren Illinois provides the following information concerning gas and electric usage at the property between November and August for the past three years:
Billing Period Number of Days Actual Gas Usage
(in therms) Actual Electric Usage
(in kWh) Average Temperature
11/04/14-12/07/14 33 167 674 36�
12/07/14-01/08/15 32 183 660 34�
01/08/15-02/08/15 31 169 701 31�
02/08/15-03/09/15 29 204 655 24�
03/09/15-04/08/15 30 76 561 50�
04/08/15-05/07/15 29 38 779 60�
05/07/15-06/08/15 32 28 1177 67�
06/08/15-07/08/15 30 20 1832 76�
07/08/15-08/06/15 29 16 1963 79�

11/04/13-12/05/13 31 105 739 41�
12/05/13-01/08/14 34 223 823 26�
01/08/14-02/06/14 29 191 775 26�
02/06/14-03/09/14 31 206 713 28�
03/09/14-04/07/14 29 93 541 44�
04/07/14-05/07/14 30 42 699 59�
05/07/14-06/08/14 32 22 1328 69�
06/08/14-07/08/14 30 12 1464 74�
07/08/14-08/06/14 29 11 1378 72�

02/01/13-02/06/13
**(when Ms. [redacted] began service) 5 33 170 32�
02/06/13-03/07/13 29 163 832 34�
03/07/13-04/08/13 32 102 743 43�
04/08/13-05/07/13 29 54 590 55�
05/07/13-06/06/13 30 28 1125 67�
06/06/13-07/08/13 32 20 1527 74�
07/08/13-08/06/13 29 14 1431 75�
Gas and electric usage has been relatively consistent based on the temperatures over the past three years. During colder periods in the winter, generally more gas has been used; and during warmer periods in the summer, generally more electricity is used.
On July 30, 2013, the account was set up on Ameren Illinois' budget billing plan per an online request from Ms. [redacted]. The budget billing 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.
The initial budget billing payment amount was $117.00 based on the average of the previous 12 months' bills/usage.
On Mar. 11, 2014, Ameren Illinois reviewed the budget billing payment amount and increased it to $318.00. This action was taken based on actual gas and electric usage at the property since Ms. [redacted] began service. The deferred budget billing balance at that time was $618.30, meaning the customer had used more than what Ameren Illinois had billed her for.
On Mar. 12, 2014, Ms. [redacted] requested to cancel the budget billing program. An Ameren Illinois representative advised Ms. [redacted] that the cumulative deferred balance of $618.30 would be due on the next bill.
On May 2, 2014, Ms. [redacted] and Ameren Illinois established a deferred payment agreement to defer the then total account balance of $580.99. Terms of the agreement provided for 12 installments of $48.42 (final installment $48.37).
The deferred payment agreement defaulted in February 2015 because full payment was not received by the previous bill's due date of Feb. 2, 2015; however, the entire account balance at that time was paid in full on Feb. 20, 2015.
Since then, Ms. [redacted]'s bills have included only charges for actual natural gas and electricity consumed.
Based on the actual gas and electric meter readings at the property, Ms. [redacted]'s bills are accurate and are, therefore, due and payable.
Pursuant to Ameren Illinois' service tariffs, as approved by the Illinois Commerce Commission, all customers are billed the same rates for delivery of electricity as well as delivery of gas and the gas commodity. Billing for electric supply is provided by Ms. [redacted]'s electric supplier and is included on Ms. [redacted]'s bills.
Ameren Illinois encourages Ms. [redacted] to explore electric retail supply options at www.PlugInIllinois.org. Regardless of her choice of supplier, Ameren Illinois will continue to deliver the electricity.
The complaint states Ms. [redacted] is keeping her thermostat on 70� during the summer months for air conditioning purposes. To conserve energy and to decrease electric usage (thereby lowering electric costs), Ameren Illinois advises maintaining the thermostat at 78� in the summer.
For more energy efficiency information, Ameren Illinois advises Ms. [redacted] to visit the Company's website at AmerenIllinois.com.
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 Business Response /* (1000, 5, 2015/06/03) */
This is a non-residential service and the account has been active since 1984. Recently, the customer called to question a lighting charge on the church account and wanted to let us know he does not think the church has one. We advised the...

account has been billed for a dusk-to-dawn light (separate line item on the bill each month) associated with the premise since 1984 and a field check was issued to verify. Upon investigating, our field personnel could not locate a light at the location and the premise information for the property was updated to stop the billing for the light. We have no records indicating when or why the light might have been removed; however, per our approved rules and regulations relating to an overcharge on a non-residential account, the lighting charges were credited for the maximum of 24 months.

In reviewing the information, the account balance under the customer's mother's name has been paid in full.  A message was left for the customer on 08/19/16 advising him to call to place the service in his name.  We have not yet heard back from him.  This issue was also investigated...

by the Missouri Public Service Commission.

In reviewing the information, the customer's successor request has been denied until the bill is paid as a social security trace verifies he benefited from the service while in the previous tenant's name.

Initial Business Response /* (1000, 5, 2015/05/05) */
In reviewing the information, a new account was established for the customer upon notification of the bankruptcy. The customer has been billed for actual usage recorded on the meter at her residence since that time and the monthly bill does not...

include any portion of the balance covered by the bankruptcy. Unfortunately, we have no way of knowing what is causing the higher usage; however, it does not appear to be a meter issue as we are receiving good daily readings.

In reviewing the information, I spoke with the landlord and he has been in contact with the customer regarding the issue he believes is responsible for the increase in usage.  The customer has been billed for actual usage recorded on the meter; therefore, the bill will not be adjusted.

Initial Business Response /* (1000, 5, 2015/12/02) */
In reviewing the information, when the customer established new service last year a deposit was assessed due to an unpaid prior balance. The deposit was cancelled when the customer placed the balance on a cold weather rule payment arrangement...

in November 2014. This arrangement defaulted in July 2015 due to a missed payment. After verifying benefit of service with a social security trace, an unpaid balance in the spouse's name for service at a previous residence was transferred in. Currently the account is eligible for a new cold weather rule payment arrangement with 12 installments; however, an initial payment of 50% of the balance is required to establish the arrangement. The customer's balance is for service usage only as a deposit has not been reassessed.

In reviewing the information, the restoration work around the inspected pole was completed on the morning of 11/07/16.  We spoke with the customer on site that same day and they seemed satisfied with our work.

Initial Business Response /* (1000, 7, 2016/02/25) */
February 25, 2016
Revdex.com


Open Date: 02/10/2016
Complaint ID #: XXXX-XXXXXXX
Account #: XXXXX-XXXXX
Customer Name: [redacted]
Service Address: [redacted] Apt *
Carterville, Il XXXXX

...


The customer's complaint is in regard to billing.
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] Apt ** Carterville, on 10/12/15 (Ameren account number XXXXX-XXXXX).
On 01/08/16 - [redacted] contacted Ameren to disconnect electric service on 01/11/16.
On 01/15/16 - Ms. [redacted] contacted Ameren to inquire on her balance. An Ameren Representative advised the final bill balance is $35.21 due 02/02/16.
The following chart shows the billing period, usage billed and the average temperature:
Billing Period Electric Usage
(in kWh) Average Temperature
10/12/15-10/16/15 58 60�
10/16/15-11/18/15 311 50�
11/18/15-12/17/15 170 47�
12/17/15-01/11/16 904 40�
Total: 1443

It appears the meter was misread for the billing period of 11/18/15 - 12/17/15. The read obtained on 01/11/16 adjusted for the misread. Another read was obtained on 01/20/16 which confirms the previous read from 01/11/16.
Ms. [redacted] was on Budget Billing for $71. The bill due 01/12/16 showed a balance due of $71 and indicated a credit in the Budget Billing deferred balance of $68. Ameren received a payment for the bill due 01/12/16 in the amount of $71 on 01/11/16.
The electric service was disconnected on 01/11/16. The final bill charges from 12/17/15 - 01/11/16 totaled $103.21. Due to the $68 credit in the Budget Billing deferred status, the final bill amount is $35.21 with a due date of 02/02/16. Our records indicate the final bill balance of $35.21 is still outstanding.
Based on Ameren Illinois' investigation, Ms. [redacted]' final bill of $35.21 is correct and is thus due and payable.
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 /* (1500, 9, 2016/02/25) */

In reviewing the information, the customer established service on 08/15/12.  Per our records, we did not receive a request to close the account or a forwarding mailing address; therefore,the service remained in his name until 09/04/13 when a new tenant called for service.  This is an issue...

the customer will need to work out with his previous landlord as Ameren will not get involved.  The customer recently called to request new service effective 06/16/17 and the unpaid balance will transfer to the new account.  A non cold weather rule payment arrangement will be an option if he will contact our Customer Call Center at [redacted] to discuss.

Revdex.com                 Open Date:     08/15/2016       Complaint ID #:     2016-[redacted] ...

             Account #:     [redacted]     Customer Name:     [redacted]     Service Address:     [redacted]                                  Alton, IL 62002                  The customer’s complaint is in regard to high bill inquiry.   Ameren Illinois’ Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information.   Ameren records indicate that [redacted] established electric and natural gas services at [redacted] on 04.15.2016 (Ameren account number [redacted]).   On 07.15.2016 Ms. [redacted] called the Company and requested that the meter be tested due to the increased usage.   On 07.20.2016 Ms. [redacted] called the Company and asked why her bill had increased.  The representative explained that the meter was tested and it tested as accurate.    The electric meter was tested on 7/18/16 in the field, at the address of [redacted]. The meter tested at 100.14% at accuracy.  This test result is within the accuracy range provided for in Title 83 of the Illinois Administrative Code, Section 410.150.   Electric Meter Test Requirement Result Light Load (10% of test amps at 100%) 100.90% Heavy Load (100% of test amps at 100%) 99.95% Weighted Average (4X heavy + 1x light) / 5 100.14%     Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.    Thank you,   Ameren Illinois Regulatory Affairs   cc:  [redacted]