Ameren

March 30, 201Revdex.com                 Open Date:     02/28/2017       Complaint ID #:     [redacted] ...

             Account #:     [redacted]     Customer Name:     [redacted]     Service Address:     [redacted]                                  Centralia, IL 62801                  The customer’s complaint is in regard to construction costs for a second electric service to his premise at [redacted].   Ameren Illinois’ Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information.   Ameren Illinois’ records indicate [redacted] first established electric service to a garage at [redacted]., Centralia on 8/8/2008 (Ameren Illinois account number [redacted]) and then on 10/20/2016 he established electric service to an adjacent home (Ameren Illinois account number [redacted]) also at [redacted]. Centralia).  Ameren Illinois account number [redacted] listed above is a non-service, construction account, which was used to bill the costs for the second electric service.   On 6/7/16, Mr. [redacted] contacted Ameren Illinois inquiring about a second electric service installation for a new residential home being built next to the existing garage. He authorized John Johnson to speak on behalf.   On 6/13/16, an Ameren Illinois Engineering Field Representative met Mr. [redacted] at the premise to discuss the second electric service installation.  At that time, Mr. [redacted] was also given an alternative option to upgrade the existing service panel to the garage, so the residence could be added and served from the garage.  This would have avoided the charge for the second service to the premise.  The customer was advised the cost for the second electric service installation would be $3,244.25, which included (1) pole installation, secondary overhead wire, service riser on the pole, pulling in the service conductor.  Mr. [redacted] chose to install the conduit from the lift pole to the house instead of having Ameren direct bury the service, which would have resulted in additional cost.   Per Ameren Illinois Policies and Procedures, if a Customer, either residential or non-residential, requests a second service to serve additional load or an additional structure on the same premise as the original service, and the existing service cannot adequately serve the additional load or the customer does not want to upgrade their existing panel; then our standard practice is to use standard costs to bill for the second service.    On 7/7/16, a Supervisor of Distribution Design met with Mr. [redacted] and his contractor at the construction site in response to a request by the customer to speak to a supervisor about the charges. After their discussion, Mr. [redacted] indicated that he would pay the $3,244.25, so the installation could proceed and confirmed he would install the conduit.     On 7/12/16, a bill was sent to Mr. [redacted] in the amount of $3,244.25.  Mr. [redacted] contacted Ameren Illinois and asked to speak to someone to see if there are any other options available.  The Supervising Engineer contacted Mr. [redacted] to further discuss the project.  It was explained to Mr. [redacted] that our design was based on our best engineering judgement, polices, and tariffs.  The Supervising Engineer offered to go over other options, but Mr. [redacted] declined at that time.   On 7/14/16, Mrs. [redacted] contacted Ameren Illinois regarding the installation cost and requested to meet with someone to see if there were any other options. The Supervising Engineer contacted Mrs. [redacted] advising her of the same information given to Mr. [redacted] listed above.   On 7/19/16, a payment was received in the amount of $3,244.25.   On 8/25/16, Mr. [redacted] contacted Ameren Illinois to advise the conduit was installed and they were ready for the wire to be pulled.  The job was completed on 9/10/17.   Mr. [redacted] indicated in the complaint that a friend with a similar situation was not charged for a second service.  Without additional details surrounding that specific installation, we are unable to accurately provide an explanation.   We apologize for any frustration this may have caused Mr. and Mrs. [redacted].   Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.    Thank you,   Ameren Illinois Regulatory Affairs   cc:  [redacted]

September 19, 2016  Revdex.com                Open Date:     09/13/2016      Complaint ID #:     [redacted]...

             Account #:     [redacted]    Customer Name:     [redacted]    Service Address:     [redacted]                                 East Saint Louis, IL 62204                 The customer’s complaint is in regard to a high bill inquiry. Ameren Illinois’ ResponseAmeren Illinois conducted a thorough investigation of the subject complaint which revealed the following information.  Ameren Illinois’ records indicate that [redacted] established electric service at [redacted] on 05.11.1974 (Account number [redacted]).   Below is a billing and payment history of the account:  Bill Date Charges Total 02.23.2016 $182.29 $182.29 03.23.2016 $125.52 $307.81 04.22.2016 $126.49 $434.30 05.23.2016 $100.16 $534.46 06.22.2016 $90.39 $624.85 07.14.2016 $45.01 $669.86 08.10.2016 $10.05 $679.91  The Company has determined that the billing is correct.  The Company did not receive any payments after January 2016.  Because no payments were received the balance continued to accrue.  On 06.21.2016 the Company mailed Mr. [redacted] a Final Notice Prior to Disconnection with the due date of 07.01.2016.  Mr. [redacted]'s electric service was disconnected for non-payment on 07.05.2016 for the amount of $534.46.   The total amount Mr. [redacted] currently owes the Company is $679.91 and his past due balance has been referred for collections. 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, 2015/10/28) */
Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information.
Ameren Illinois records indicate [redacted] held service in his name at [redacted] St., [redacted] Champaign,...

between 09/05/03 and 10/19/11 (Ameren account number XXXXX-XXXXX). The final bill in the amount of $289.95 remained unpaid.
On 10/19/15, Ameren Illinois received only one payment of $289.95, which was initiated through Western Union Speedpay.
On 10/21/15, an Ameren Illinois representative left a phone message for Mr. [redacted] concerning the complaint.
If Mr. [redacted] bank account was debited twice for the payment of $289.95, Ameren Illinois encourages him to submit a copy of his bank statement showing two debits for $289.95. Ameren Illinois will then contact Western Union Speedpay to determine whether there were any issues with the payment.
Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.
Thank you,
Ameren Illinois
Regulatory Affairs

Complaint: [redacted]
I am rejecting this response because:our power lines are buried. Why should a storm or squirrel effect my service? What is the point of burying lines if service is still interruptible? My service should not be connected to above ground wires. 
Sincerely,
[redacted]

In reviewing the information, the customer's service was disconnected for non payment on 07/05/16.  On 09/16/16 we received notification the customer filed a Chapter 7 bankruptcy and the unpaid balance on her account was covered.  We attempted to reconnect service the same day; however,...

due to load on the meter we could not complete.  The customer was advised to turn off the breakers and the service was reconnected on 09/19/16.

In reviewing the information, the customer called to request service at an address where service is off stating he recently purchased the property.  When we were unable to access any credit information with the social security number provided, we asked the customer to fax in his picture ID,...

social security number and proof of purchase for review for verification.  We have received his picture ID and social security number but will still require proof of ownership before service can be placed in his name.  The customer was advised of this information yesterday and stated he would be faxing the information to us for review.

In reviewing the information, the electric account at [redacted] was closed effective 05/16/17 per a telephone call from the customer's relative.  The final bill was mailed on 05/17/17 and was paid in full on 06/05/17.  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 05/16/17.  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.

Complaint: [redacted]
I am rejecting this response because:Thank you for researching this. I would like to add a complaint and will be updating the Public Trade Commission as well. I had to get service at my new location since you are the only electric provider in my area so I called back to get a new account set up in my name on 3/1 while the past due is being disputed. They verified my information and signed me up to receive text reminders on my cell phone. After disputing the charges at my previous address and explaining I was legally divorced in 2015 and should no longer, in any way, be associated with my ex husband or the property in question, the person that set up my account put in my ex husbands phone number (because it was what was on the old joint account because I haven't lived there since 2012) and sent him all of my account information. My new address, my account number, ect. Now my ex husband knows my new address and account information, not information I wanted him to have. I called 3/2 to let someone know this happened and asked why it did and the CSR I talked to explained that they took the phone number off the old account and set up messaging to go to that number. He did confirm they had my actual phone number on file that I gave when setting up the account but it wasn't used when setting up text notifications. In regards to the refund checks, I thought that was for deposits we had paid when setting up the account in 2015. The checks were sent to my address, not forwarded from my ex husbands home. They were addressed to me only. Why would refund checks be sent if there was a balance for almost a year of service (Dec 2015-Oct 2016)? I did call on two separate occasions and ask that my name be removed. I understand you don't have notes of that in your system but I know it occurred and will now be writing down every single conversation I have with your agency. Even if you will not budge on us jointly owing the balance because my name was not removed from the account as it should have been, why would you have allowed my ex husband to start service in Oct 2016 without owing the balance? I never received a bill, an e-mail, a call, anything showing that I owe you money. Obviously you had at least my address because I received the check. I am not trying to be unreasonable, just trying to understand what doesn't make sense to me. I'm a call center manager and understand how this stuff works. I just really feel in this situation it's not being handled fairly. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/12) */
August 11, 2015
Revdex.com


Open Date: 08/03/2015
Complaint ID #: XXXX-XXXXXXX
Account #: XXXXX-XXXXX
Customer Name: [redacted]
Service Address: 2 [redacted]
Decatur, IL XXXXX


The...

customer's complaint is in regard to service disconnection.
Ameren Illinois Response
Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information.
Ameren Illinois records indicate [redacted] established natural gas and electric service at 2 [redacted] on Apr. 13, 2015 (Ameren account number XXXXX-XXXXX).
Ameren Illinois provides the following sequence of events pertaining to the complaint:
05/05/15 Ameren Illinois transferred the unpaid final balance of $2,020.75 from Ms. [redacted] previous account number XXXXX-XXXXX for service at [redacted] Decatur, to her current account at 2 [redacted] The balance at [redacted] was set up on a deferred payment agreement on Mar. 6, 2015. Terms of that agreement provided for 12 installments of $199.00. The deferred payment agreement was also transferred to Ms. [redacted] current account at 2 [redacted]
06/19/15 The deferred payment agreement defaulted when no payment was received by the previous bill's due date of June 16, 2015.
07/21/15 Ameren Illinois sent a non-pay disconnect notice in the amount of $1,758.55. The notice extended the previous bill's due date from July 16, 2015 until July 31, 2015 for receipt of payment to ensure service.
07/24/15 An Ameren Illinois representative discussed deferred payment agreement options with [redacted] (Ms. [redacted] boyfriend) and advised Mr. [redacted] that the Company needed to speak with Ms. [redacted] by July 31, 2015 to set up an agreement. The options offered to Mr. [redacted] were as follows:
The amount to reinstate the previous agreement was $142.98 by July 31, 2015. If that option was chosen, the representative advised Mr. [redacted] that the next payment due by Aug. 14, 2015 would include the current bill charges of $242.72 plus the next deferred payment agreement installment of $199.00.
A new deferred payment agreement was offered with a down payment of $193.00 by July 31, 2015 and nine installments of $199.00 or 12 installments of $149.00.
08/03/15 at 7:19 a.m. The electric service was disconnected for non-pay. Ameren Illinois then received a payment of $145.00
08/03/15 at 03:55 p.m. Due to Mr. [redacted]'s difficulty in contacting the Company by phone, Ameren Illinois agreed to reconnect the service. The Company also agreed to reinstate Ms. [redacted] deferred payment agreement with a payment of $142.98.
08/04/15 at 11:56 a.m. The electric service was reconnected.
The electric service has been reconnected, and Ameren Illinois initially set up a reinstatement of Ms. [redacted] deferred payment agreement, which would have meant the next payment of $441.72 would be due by Aug. 20, 2015. This amount was calculated as follows:
$208.85 Electric service 06/23/15 to 07/22/15
+$ 31.73 Gas service 06/23/15 to 07/22/15
+$ 2.14 Late charge
+$199.00 Deferred payment agreement installment
=$441.72
On Aug. 5, 2015, Mr. [redacted] and Ms. [redacted] contacted Ameren Illinois about the next payment of $441.72 that was due. An Ameren Illinois representative agreed to set up a new deferred payment agreement. Terms of the new agreement provide for a down payment of $312.00 and 12 installments of $127.00. The agreement will be set up, and a letter confirming the terms will be sent as long as Ameren Illinois receives a payment of $312.00 by Aug. 20, 2015.
Ameren Illinois encourages Ms. [redacted] to visit AmerenIllinois.com in the future to view information concerning her account. Unless the service has been disconnected, available options to set up deferred payment agreements are also provided online.
Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.
Thank you,
Ameren Illinois
Regulatory Affairs
[redacted] IL XXXXX
cc: [redacted]

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 record. The customer did not provide this information and the transferred balance remained on the account. Payment has since been...

received.

In reviewing the information, the customer's account is in threat of disconnection due to missed or partial payments.  We have spoken with the customer and gone over the billing and payment history in detail.  An activity statement was mailed and the customer has been advised to provide...

proof of any payment she has made that has not posted to her account. Recent usage has actually been lower than previous year's use; however, because the monthly bill is not paid in full each month, the past due balance continues to grow.

In reviewing the information, our Forestry Department will patrol the lines in the area to determine if there are areas that may need to be trimmed before our next maintenance cycle tree trimming.  We have attempted to contact the customer; however, there was no answer or option to leave a...

message.

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. Thank 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 to. If this was my bill, I would have paid it. God is watching me and I would not steal even a penny.
Sincerely,
[redacted]

In reviewing the information, a letter was mailed to the property address advising the responsibility party to call to place service in their name after verifying with the landlord, the tenant of record did not have service in his name.  Upon establishing service, an unpaid balance from a...

previous account was transferred in.  Per court documents and a social security trace, an unpaid balance in his roommates name was also transferred in an attempt to collect.  The account is eligible for a cold weather rule payment arrangement if the customer will contact our Call Center at [redacted] to discuss.  This situation is also currently being investigated by the Missouri Public Service Commission.

In reviewing the information, due to slow payment history, a disconnect notice was mailed for the past due balance on the account.  We spoke with the customer and explained she had the option to pay the disconnect notice or could pay 75% of the total balance to establish a payment...

arrangement.  The customer paid the disconnect notice amount and the disconnect order was voided.  The current balance on the account is due by 10/11/17 and if not paid, a disconnect notice will generate when the new bill goes out approximately 10/19/17.

Open Date:    10/16/2017    Complaint ID #:    [redacted]     Account #:     [redacted]    Customer Name:     [redacted]    Service...

Address:    [redacted]        [redacted]                The customer’s complaint is in regards to late fee charges. 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 09/30/13 (Ameren account number [redacted]).  Mr. [redacted]'s account was enrolled in Budget Billing and Direct Pay.  07/03/17, Ameren Illinois received a request from a new tenant to put service in their name at [redacted] on 07/05/17.  07/05/17, the service at [redacted] was taken out of Mr. [redacted]'s name and an account was established for the new tenant.  Ameren Illinois issued a final bill in the amount of $304.90 due 07/27/17; dates of service 06/06/17 to 07/05/17 ($304.90 Budget Billing Settlement).07/27/17, Ameren Illinois received a payment of $304.90.08/22/17, Ameren Illinois was notified by the new tenant that they had established service at the wrong address.  Ameren Illinois was able to backdate a connect order for 07/05/17 to return the service into Mr. [redacted]'s name; the new Ameren account number is [redacted].  Ameren Illinois failed to return Mr. [redacted]'s account to Budget Billing and Direct Pay.08/23/17, Ameren Illinois issued a bill for account number [redacted] in the amount of $275.38 due 09/14/17; dates of service 07/05/17 to 08/06/17 ($241.89 electric service and $33.49 gas service).09/06/17, Ameren Illinois issued a bill in the amount of $494.78 due 09/28/17; dates of service 08/06/17 to 09/05/17 ($187.32 electric service, $32.08 gas service and $275.38 previous balance).10/05/17, Ameren Illinois issued a bill in the amount of $706.55 due 10/27/17; dates of service 09/05/17 to 10/04/17 ($179.16 electric service, $32.61 gas service and $494.78 previous balance).  10/11/17, Mr. [redacted] contacted Ameren Illinois and requested a Payment Option brochure.  10/16/17, Ameren Illinois received a payment of $800.00.10/21/17, An Ameren Illinois Representative left a message on Mr. [redacted]'s answering machine to advise the account has been set up on Budget Billing with a monthly payment amount of $188.00.  If Mr. [redacted] would like to return to Direct Pay, he may contact us at [redacted] to make the request and confirm that there has not been any changes to his banking information.  If there has been a change in banking information, please return the Payment Option brochure with the updated information.Mr. [redacted]'s account currently has a credit balance of $93.45.  Ameren Illinois is due to bill the account again on 10/27/17.Ameren Illinois apologizes for any inconvenience this may have caused Mr. [redacted].  No late payment charges or "convenience" charges have been assessed to Mr. [redacted]'s accounts.Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.  Thank you,Ameren Illinois Regulatory Affairs

Initial Business Response /* (1000, 5, 2015/07/10) */
The Missouri Renewable Energy Standard, which provides for solar rebates to customers, includes a consumer protection to limit the amount that utilities such as Ameren Missouri will spend on compliance with the standard. Under that provision,...

the Missouri Public Service Commission (MPSC) approved a maximum amount that Ameren Missouri will pay in solar rebates of $91.9 million. As the demand for rebates quickly exceeded the availability, the MPSC also approved rules whereby customers would become eligible for a rebate on a first come first served basis according to the date that Ameren Missouri received the customer's application (or the date it was postmarked).
The application in question was received by Ameren Missouri on 12/29/2013 and this date determined the customer's position in the solar rebate queue. As rebate commitments expire or projects are cancelled by customers, Ameren Missouri makes the associated funding available to the next projects in the queue. Twice monthly, Ameren Missouri posts charts to Ameren.com that show the total rebates that have been paid to customers as well the status of the rebate queue and the "cap date" (the date the last application to receive a rebate commitment was received by Ameren Missouri or postmarked by the US Postal service). As of 6/30/2015, Ameren Missouri had paid out $90.0 million of the $91.9 million available with the remaining $1.9 million committed to customer projects in the solar rebate queue.
The cap date is currently 12/20/2013. It is unlikely this customer's project will receive a rebate commitment prior to the termination of the program given that less than $2.0 million remains to be paid (currently fully committed to customers) and there are several million dollars of projects with application received dates that precede 12/29/2013 that, like this project, also do not yet have and may not receive a solar rebate commitment.

In reviewing the information, the transferred balance will not be removed as the daughter is the actual tenant of record at the property. The customer has been advised payment will be required for reconnection.

Initial Business Response /* (1000, 5, 2015/09/09) */
In reviewing the information, the customer's cold weather rule payment agreement defaulted in July when the monthly bill amount was not paid in full. Upon receipt of recent payments, a new non cold weather rule payment arrangement was recently...

established voiding the disconnect order. This issue has also been investigated by the Missouri Public Service Commission.

To Whom it may Concern,     I am only partially satisfied with response,they waived the deposit fee, although I am satisfied with that part ,they still deny the fact that I had paid  a deposit. When I lived at [redacted] in St. Elmo I transfered my service to my current...

address in January 2003. I had never gotten my deposit back. I want to know what happened to it. When I movd to the [redacted] about 400$ to get service started because I had to pay a bill from a previous resident plus pay a deposit. I want to know ,and they deny it. A friend of mines mother lived at her house for 45 years , had been late on a couple of bills throughout the years,she had ameren,when she passed on the estate got the deposit back.Why cant they find record of my deposit ? when this lady Iived at the same place 45 years and they had her records.     I really appreciate your attention to this matter,as stated above I would just really like to know what happened to my deposit that Ameren is denying I paid. They stated in the response I never paid a deposit ,and I did. They also said they consider this matter closed but I do not,they also said do not be late again but they reinstate deposit fees if you are .16 cents under the amount.How is this fair if I paid a deposit ,and they are denying it.? Thank you so much for looking into this for me,I really appreciate it. I hope you can find me an answer on what happened to my deposit.Sincerely,[redacted]