Ameren

In reviewing the information, the customer established new service in June of 2016.  At that time, an unpaid balance under his name and social security was transferred in an attempt to collect.  The customer stated this balance should have been covered by a bankruptcy he filed in 2009 and...

was asked to submit the information for review; however, to date this information has not been received.  The customer's service was disconnected in October 2016 as no payments have been received since the new account was established.  Per a social security trace verifying benefit of service, payment will be required for reconnection.  The account is eligible for a cold weather rule payment arrangement if he will contact our Customer Call Center at [redacted] to discuss and agree to the terms for reconnection.

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]

In reviewing the information, the service at the property was disconnected for non payment.  When we received the request for new service, a successor investigation was initiated because the person calling to place the service in their name is related to the previous customer of...

record.  Upon review of the information he provided and a conversation with the owner, an order has been issued to verify the property is vacant.   Once we can confirm the property is vacant and payment is made towards an old balance in his name, an order can be issued to reconnect for the new customer.

In reviewing the information, the customer's account was rebilled for a stopped meter.  Although estimated usage is in line with his previous year's use, we offered a credit of $100.00 towards the stopped meter adjustment.  The account is also eligible for a payment arrangement if he will...

call to discuss the options available.  This issue is also being investigated by the Missouri Public Service Commission.

Complaint: [redacted]
I am rejecting this response because:
Now I contacted ou guys in March of 2017 to get devices at that time there was no past due balance. This house was left to me in probate. When my aunt passed she was 98 years old and had plenty people living with her you guys should of verified identy before opening a account. I know there wasn't account that I established because I resided somewhere else. Ameren does not let you get a new account if you have a balance that's why we are here now. Yes I did contact liheap you sent a bill in my name and I'm trying to get service but that doesn't validate that this is my bill. I sent in a police report and a lease. I called Ameren to make sure services wasn't in my name at the house and they could not give me any information because I could not verify the last four of the social. Then after I start remodeling the house and call and get service in 2017 about a month later they transfer a bill to my account. They are totally out of order and they allowed someone to get something in my name and now there asking for me to pay. I want to request the original application when services was started in 2014 I want you guys to produce the social security number and original documents. Because his is unjust
Sincerely,
[redacted]

In reviewing the information, the customer originally called for service at this address in October 2015.  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.

In reviewing the information, the customer experienced an outage on the evening of 06/12/16.  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.

In reviewing the information, the customer's account is in threat of disconnection due to missed or partial payments. Disconnect notices were mailed on 08/10/15 and 08/13/15 advising of the amount needed by 08/25/15 to prevent possible disconnection. We recommend the customer contact our...

Customer Call Center at 1-800-552-7583 to discuss options available.

Initial Business Response /* (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 name. The 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 property. Previous 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 02/08/16 to prevent possible disconnection.

Per court documents and a social security trace verifying benefit of service, the transferred balance for the previous account in the roommate's name will not be removed.  This issue was investigated by the Missouri Public Service Commission and closed citing customer responsibility.  Per our records, the customer has called and agreed to make the initial payment required to place the remaining balance on a cold weather rule payment arrangement with 12 installments.  We consider this issue resolved.

March 29, 2017     Revdex.com                 Open Date:     03/21/2017       Complaint ID #:     [redacted] ...

             Account #:     [redacted]     Customer Name:     [redacted]     Service Address:     [redacted]                                  [redacted]       The customer’s complaint is in regard to unpaid charges.   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 11/26/12 (Ameren account number [redacted]).   The last payment received on the account was on 09/27/16 in the amount of $162.81.   On 12/08/16, Ms. [redacted] contacted Ameren Illinois Customer Care Center to request service disconnected.  Account balance information was not discussed at this time.   On 12/12/16, Ameren Illinois sent the final bill in the amount of $66.28 to [redacted].    On 01/09/17 @ 12:50 p.m. and 4:11 p.m., Ameren Illinois initiated automated calls but was unable to reach Ms. [redacted].   On 01/27/17, the bill was returned as undeliverable to Ameren Illinois by the U.S. Post Office.   The current balance of $67.26 (including late charge) has remained unpaid.   On 01/24/17, Ameren Illinois referred the unpaid account to [redacted] (a collection agency).   The previous debt represents service used by Ms. [redacted] and provided by Ameren Illinois.  Natural gas and electric service charges were included on the customer’s monthly bill.   All charges associated with the natural gas and electric service are viewable on the customer’s monthly bill. Ms. [redacted] may make her payment of $67.26 in one of the following ways (she will need her previous Ameren account number and service address zip code):   By phone with Western Union Speedpay with debit or credit card or check-by-phone at 1-888-777-3108 (a convenience fee applies)In person with cash, check or money order at a partner pay station (a convenience fee applies). The following partner pay station accepts Ameren Illinois payments in Brimfield: Sherman’s Pharmacy, 91 Knoxville Ave.   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

In reviewing the information, due to missed or partial payments a disconnect notice was mailed for the past due balance on the account to be paid by 02/17/17.  Although the customer has scheduled a payment for later in the month, the account is not eligible for another extension and is...

still subject to disconnection if payment is not received by 02/17/17.

Initial Business Response /* (1000, 5, 2015/09/25) */
In reviewing the information, we have been in contact with the customer regarding this situation. A landscaper also spoke with the customer and the sod installation is scheduled to be completed on 09/28/15.

Initial Business Response /* (1000, 5, 2015/09/24) */
In reviewing the information, the customer has successfully disputed a portion of the transferred balance. She has been advised to call to make arrangements on the remaining balance by 10/01/15 to prevent possible disconnection.

In reviewing the information, the customer called to place service in her name on 01/31/17 stating the current account holder is no longer residing at the address. Because the existing account was set up for direct debit, we explained the final bill would automatically debit when generated;...

however, no amount or date of debit was discussed as this information was not yet available.  Although we apologize for the misunderstanding, we will not reimburse the customer for any fees charged by her bank for the overdraft.

Initial Business Response /* (1000, 5, 2015/09/21) */
In reviewing the information, the customer's service was disconnected for non payment on 09/10/15. The customer called to report a payment and a reconnect order was issued. When our field personnel arrived to reconnect the service we found...

service already on with tampering at the meter. Due to tampering, diversion charges have been assessed. A deposit was also assessed as a security precaution. These charges will not be removed.

Per court documents, the customer was evicted from the address in dispute.  Based on this information, she has been she will need to complete an identity theft packet and return with her picture ID, social security card, police report and proof of residency for review in order to proceed with...

the bill dispute investigation.  If the customer is not willing to provide this information, payment will be required for reconnection.

August 8, 2017    
[redacted] Consumer Services Division                 Open Date:     07/28/2017       [redacted]
...

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  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] ([redacted]) established natural gas and electric service at 5110 W Springfield Ave, Champaign IL  61822 on 11/26/13, Ameren Illinois account number [redacted].  The service remained in Ms. [redacted]'s name until 10/04/16.  Ameren Illinois issued a final bill in the amount of $95.20 due 10/28/16.  On 11/02/16 a late payment charge of $1.43 was applied to the account.   Ameren Illinois records also indicate [redacted] established natural gas and electric service at [redacted] [redacted] on 10/04/16 (Ameren account number [redacted]).    11/03/16, Ameren Illinois transferred the final bill balance of $96.63 from account number [redacted] to Ms. [redacted]'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 $242.00 to bill in 5 installments.   Ameren Illinois received late or partial payments 4 out of 4 months prior to the deposit assessment.  Because the final bill balance of $96.63 from Ameren account number [redacted] due 10/04/16 was transferred to the customer's active account; it was included in the timeline.   Ms. [redacted]’s account had an undisputed past due balance of $250.04 that remained unpaid over 30 days beyond the original due date of 12/06/16 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 280 (effective Nov. 1, 2014):   Section 280.40  Deposits   a)         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.   c)         Calculation of Deposit Amounts   1)         Residential and small business customer deposits shall not exceed 1/6 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.   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 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’s deposit in the amount of $242.00 was billed appropriately based on the Illinois Administrative Code Title 83, Section 280.    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]

Initial Business Response /* (1000, 6, 2015/11/03) */
November 3, 2015
Revdex.com


Open Date: 10/23/2015
Complaint ID #: XXXX-XXXXXXX
Account #: XXXXX-XXXXX
Customer Name: [redacted]
Service Address: [redacted] W [redacted]
Peoria, IL XXXXX


The...

customer's complaint is in regard to payment agreements.
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] Blvd., [redacted] Peoria, on 08/24/15 (Ameren account number XXXXX-XXXXX). There is no gas service at the property.
Ameren Illinois provides the following sequence of events pertaining to the complaint:
10/09/15 Ameren Illinois sent a non-pay (cash only) disconnection notice in the amount of $620.36. The notice extended the previous bill's due date from 10/02/15 until 10/21/15 for receipt of payment to ensure service. Mr. [redacted]' deferred payment agreement defaulted because payment was not received by the previous bill's due date of 10/02/15. This agreement was established on Mr. [redacted]' prior account number XXXXX-XXXXX for service at [redacted] Unit ** Peoria, and subsequently transferred to his new account for service at [redacted] Blvd., Unit **
10/19/15 An Ameren Illinois representative advised Mr. [redacted] his account was eligible for a new deferred payment agreement or an extension. Mr. [redacted] asked for a new payment agreement. The representative advised Mr. [redacted] about the terms of the agreement, which provided for a down payment of $168.00 by 10/21/15 and nine installments of $57.00 (final installment $51.27). Mr. [redacted] agreed to these terms. There was no further discussion about an extension.
10/21/15 The deferred payment agreement was not set up because Ameren Illinois did not receive the down payment of $168.00 by 10/21/15 as agreed.
10/22/15 at 7:09 a.m. Mr. [redacted] requested an extension because he had been unable to come up with the $168.00 needed to set up a deferred payment agreement. An Ameren Illinois representative advised him that no other options were available.
Mr. [redacted] was subsequently advised by two more representatives (at 7:17 a.m. and 7:32 a.m.) that no options were available.
10/22/15 at 7:35 a.m. Mr. [redacted] reported a gas leak at the property. When an Ameren Illinois representative requested details about the leak, Mr. [redacted] ended the call. At 8:01 a.m., an Ameren Illinois gas technician arrived at [redacted] 4 and found no gas leaks.
10/22/15 at 10:53 a.m. Electric service was disconnected for non-pay.
10/22/15 at 12:09 p.m. Mr. [redacted] stated he would reconnect the service and continue to report gas leaks.
Payment arrangements must be made by the date indicated on the non-pay disconnection notice, in this case by 10/21/15. Mr. [redacted] made arrangements on 10/19/15 (which he clearly accepted). These arrangements were not kept, and the service was disconnected for non-payment.
On Oct. 28, 2015, an Ameren Illinois representative contacted Mr. [redacted] to discuss the service. Mr. [redacted] stated there are no medical issues in the house that require electricity which would qualify the account for a medical certificate.
A cash payment of $615.75 is needed to reconnect electric service.
The electric meter is off. Ameren Illinois gas technicians will not turn on the electric meter if Mr. [redacted] reports further gas leaks.
Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.
Thank you,
Ameren Illinois
Regulatory Affairs
[redacted] Main [redacted]
Decatur, IL XXXXX
cc: [redacted]

Initial Business Response /* (1000, 5, 2015/06/01) */
In reviewing the information, the customer participated in our refrigerator recycling program. The refrigerator was picked up on 01/28/15 and the original rebate card was mailed on 02/23/15. The rebate card was returned on 05/18/15 as...

undeliverable. I contacted the third-party that processes these rebates and was advised the customer's sister contacted them on 05/29/15 to provide a different mailing address. The customer has been advised he should receive the new rebate card no later than 06/16/15.