Ameren

May 18, 2017     Revdex.com                 Open Date:     05/10/2017       Complaint ID #:     [redacted] ...

             Account #:     [redacted]     Customer Name:     [redacted]     Service Address:     [redacted] [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] [redacted], on 06/14/10 (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  62523     cc:  [redacted]

In reviewing the information, we spoke with the customer on 05/02/17 and the account was placed on budget billing (monthly average payment option) at his request.   Due to eight consecutive zero readings on the meter, a meter investigation order was issued on 06/27/17.  On 06/03/17...

our field personnel found the meter stopped and the meter was changed out.  Per our approved tariffs, the customer's account was rebilled for the previous three billing cycles from 03/28/17 through 06/30/17 (94 days)based on the previous year's use.  Monthly payments were not received in June, July and August; therefore, the account was removed from the budget billing program for arrears in September and is currently in threat of disconnection.  The account is eligible for a non cold weather rule payment arrangement if the customer will call [redacted] to discuss the initial payment required by 11/02/17 to prevent possible disconnection.

In reviewing the information, the customer recently called to establish new service at an address where service had been disconnected for non payment in his brother's name.  The landlord verified there are no new tenants at the property.  Based on this information and a social security...

trace verifying benefit of service, the customer was advised we would require payment on the recent account under his brother's name and the customer's unpaid balance for a previous address before the service could be reconnected in his name.

In reviewing the information, the customer has been billed for actual usage recorded on the meter while the service was in his name.  The customer closed his account on 04/29/16 and usage since has been at a minimum.  The customer has been provided with payment options as the bill will not...

be adjusted.

Initial Business Response /* (1000, 5, 2015/12/15) */
In reviewing the information, the customer recently called to place service in her name. An unpaid balance from a previous address in her name and social security number was transferred in and a deposit was assessed. At the customer's request...

to dispute the transferred balance, the charges were suspended for 30 days and an identity theft packet was mailed for her to complete and return with supporting documentation as a social security trace did not verify she was a minor at the time the balance accrued. As a courtesy the deposit was waived with the understanding it could be reassessed at a future date based on the customer's payment history.

In reviewing the information, service was in a family member's name and was disconnected for non payment on 09/15/16.  Due to the family situation, when the customer called to reconnect the servicein his name we advised we will not change the name on the account to avoid the bill. ...

Service was reconnected in his name and the unpaid balance was transferred in.  Payment has since been received and the balance has been paid in full.

March 2, 2018     Revdex.com                 Open Date:     02/21/2018       Complaint ID #:     [redacted] ...

             Account #:     [redacted]     Customer Name:     [redacted]     Service Address:     [redacted]                                  E St Louis, IL 62207       The customer’s complaint is in regard to account balance.   Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information.   #[redacted]   Ameren Illinois records indicated [redacted] established natural gas and electric service at [redacted] St, East Saint Louis IL  62207, on 03/17/14.  The service remained in Ms. [redacted]'s name until 07/09/15.  Ameren Illinois issued a final bill in the amount of $1,255.85 due 08/05/15.    On 02/07/17, Ameren Illinois received a partial payment of $75.00.    On 03/02/17, Ameren Illinois transferred the final bill balance to account number [redacted].   #[redacted]   Ameren Illinois records indicated [redacted] established natural gas and electric service at [redacted] St, East Saint Louis IL  62207, on 08/24/15.  The service remained in Ms. [redacted]'s name until 04/05/16.  Ameren Illinois issued a final bill in the amount of $1,405.87 due 04/29/16.    On 06/14/17, Ameren Illinois transferred the final bill balance to account number [redacted].   #[redacted]   Ameren Illinois records indicated [redacted] established natural gas and electric service at [redacted] St, East Saint Louis IL  62207, on 03/02/17.  The service remained in Ms. [redacted]'s name until 08/10/17.  Ameren Illinois issued a final bill in the amount of $1,647.09 due 09/06/17.    On 01/08/18, Ameren Illinois received payments totaling $569.00 ($391.00 + $178.00); leaving a final bill balance remaining of $1,078.09 ($1,647.09 - $569.00).   On 02/15/18, Ameren Illinois completed an identity theft investigation and mailed an "Identity Theft Investigation Closed" letter outlining the following:   Per County records, Ms. [redacted] is listed as the "Owner" of [redacted] St, East Saint Louis Ms. [redacted] had three separate accounts in her name at [redacted] St, East Saint Louis and applied for and received LIHEAP for each account   Ameren Illinois has determined that Ms. [redacted] is responsible for the balance of $1,078.09 which now resides on account number [redacted].   Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.    Thank you,   Ameren Illinois Regulatory Affairs [redacted] Decatur, IL  62523     cc:  [redacted]

In reviewing the information, the service at this address was disconnected for non payment on 04/10/17.  On 04/19/17 we found the service was on with tampering at the meter.  Based on this information, the customer's successor request was investigated and a social security trace...

verified he had benefited from the service while in the previous customer's name.   The customer has been advised payment will be required (usage at the address, tampering fees and previous unpaid bill in his name) before service will be reconnected in his name.

In reviewing the information, unpaid balances were transferred to the new account the customer set up on 08/07/17 per a social security verifying benefit of service.  The customer has been advised she will need to successfully dispute the transferred balances or payment will be required before...

the service will be reconnected.

In reviewing the information, we spoke with the customer to advise we would look into his request and yesterday we received approval to reconsider his rebate application if he will send proof he has purchased the occupancy sensor for the [redacted] 3 Lite thermostat.  He will be contacted...

today to advise him of this information.

In reviewing the information, the customer called to report an outage on 11/29/16.  Our troublemen responded and found a construction crew was required to make repairs to a damaged pole.   It is difficult to provide an exact restoration time until we can determine what the problem is...

and equipment needed for repairs.  Repairs were completed and service was restored approximately 14 hours later.  We apologize for the inconvenience.

Our Vegetation Management Supervisor spoke with the customer on May 20, 2016 to let him know we have patrolled the area and have identified tree and hardware issues.  We are currently working to address these issues in an effort to alleviate any problems the customer may be experiencing.

Initial Business Response /* (1000, 7, 2015/11/20) */
Ameren Illinois records indicate Beit Mashach Property LLC established electric service at [redacted] Mount Vernon, on 02/20/13. On 12/22/14, the gas service was connected at Beit Mashach Property's request.
The gas service was then...

disconnected 02/26/15, also at Beit Mashach Property's request, stating they were not able to use the gas.
The next bill dated 03/23/15 clearly stated the following:
This is the final bill for the gas and/or electric service on this account. If you have this service turned back on at this premise within the next 12 months you will be required to pay an amount equal to the applicable monthly minimum charges, plus a service reconnection charge. Thank you for your business.
The gas service was reconnected at Beit Mashach Property's request on 10/13/15.
Seasonal reconnection fees in the total amount of $393.03 were assessed to the account (gas: $378.03 plus $15.00 reconnection fee).
Ameren Illinois strives to be consistent with all customers pursuant to the Company's tariffs and the Customer Terms and Conditions regarding seasonal service disconnects, as approved by the Illinois Commerce Commission:
CUSTOMER TERMS AND CONDITIONS
12. DISCONNECTION AND RECONNECTION
E. Seasonal Service Disconnects
When a Customer served under this Schedule makes only seasonal use of gas service and requests the Company to:
Disconnect the service, and where said service is left disconnected for fewer than 12 months, Customer shall pay to the Company at the time of reconnection an amount equal to the applicable monthly minimum charges times the number of months service was disconnected, plus a service reconnection charge.
Seasonal, in these contexts, refers to those customers who request reconnection of service within 12 months after requesting disconnection of the same service.
The charges in Ameren Illinois' tariffs are based on the Company's costs to provide service. Many of these costs are incurred by Ameren Illinois to maintain the readiness of the Company's facilities to provide service regardless of whether any usage occurs at customer locations.
The seasonal reconnection charges have been billed appropriately and will remain on Beit Mashach Property's account number.
Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.
Thank you,
Ameren Illinois
Regulatory Affairs

In reviewing the information, due to the age of the account and lack of supporting documentation, the transferred balance of $198.98 has been removed from the customer's account.

The internal wiring is the property owner's responsibility; therefore, we are not able to assist with the customer's request.   Per our records, the customer's usage has decreased which confirms the landlord's statement that the issue has been resolved.

Initial Business Response /* (1000, 5, 2015/06/12) */
In reviewing the information, the customer's service was disconnected for non payment on 06/09/15. The balance was paid and service was restored the same day.

In reviewing the information, the bankruptcy paperwork was received on 04/25/17 and upon review, a portion of the transferred balance has been removed.  This information has been provided to the customer.

In reviewing the information, the customer had service under his name and social security from 07/01/15 through 11/22/16 when he called to report he had sold his home.  The final bill balance was not paid and the account was turned over to a collection agency in an attempt to...

collect.  We ask that the customer contact us at [redacted] to discuss if he has any questions regarding the account.

Initial Business Response /* (1000, 5, 2015/10/27) */
In reviewing the information, disconnect notices were recently mailed due to missed or partial payments. Due to slow payment history, the account was not eligible for an extension. Per our records, the past due portion of the bill was paid...

today and the disconnect order has been voided. The account would need to be brought current to prevent disconnect notices from being mailed in the future.

In reviewing the information, the service was disconnected at the pole on 02/02/17 when our field personnel found the service diverted and the inactive meter recording usage.  When the customer called for service, the landlord verified she had been residing at the property since 01/06/17. ...

The customer was advised to pay diversion charges and an order was issued to backdate the connect to the customer's move in date for billing purposes.  The customer has been billed for the actual usage recorded on the meter since her responsible date; therefore, the bill will not be adjusted.