Ameren

Initial Business Response /* (1000, 5, 2015/10/22) */
In reviewing the account information, the customer called regarding high bills in January 2013. The meter at the residence was tested at 99.86% accuracy. We have advised the customer the account has been billed for actual usage and billing will...

not be adjusted. This issue has been investigated by the Missouri Public Service Commission.

Initial Business Response /* (1000, 5, 2015/06/24) */
In reviewing the information, the customer has been advised the transferred balance will not be removed as court documents verify she was the tenant of record for the address in dispute. This issue has also been investigated by the Missouri...

Public Service Commission and the billing was sustained.

Initial Business Response /* (1000, 5, 2015/10/22) */
In reviewing the information, the rebate gift card was returned to the customer as Ameren has no way of redeeming it to apply the payment to the account. It is likely the card was damaged in the mailing process. We have spoken with the...

customer and provided her with a telephone number so that she may contact the bank that issued the rebate gift card to have it replaced. Rebates are processed in the name of the account holder only and if deceased; it is possible a death certificate will be required if she wishes to have the replacement card issued under someone else's name. We apologize for the inconvenience to the customer; however, we are unable to assist in this matter.

Initial Business Response /* (1000, 5, 2015/08/11) */
In reviewing the information, the customer recently established new service. Per a social security trace verifying benefit of service, an unpaid balance in an associate's name was transferred to her account. The customer has been advised to...

provide proof of residency to dispute the transferred balance.

Initial Business Response /* (1000, 5, 2015/06/23) */
In reviewing the information, due to a slow payment history, disconnect notices were mailed to the customer's address on 05/09/13 and 05/13/15. There was no contact from the customer and the service was disconnected for non payment on 05/27/15....

Due to the disconnection for non payment, a deposit was assessed and a reconnect fee has been charged. The deposit and reconnect fee will not be removed.

Initial Business Response /* (1000, 5, 2015/12/15) */
Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information.
Ameren Illinois records indicate [redacted] established service at [redacted] on 08/06/1993 (Ameren...

account number XXXXX-XXXXX).
On 12/08/15, Ameren Illinois received two credit card payments of $481.55 each made through its vendor, Western Union Speedpay.
Ameren Illinois is unable to refund payments made by credit card. Ms. [redacted] is encouraged to continue disputing the duplicate payment with her financial institution; if the institution is unable to return the disputed item, Ameren Illinois will apply the resulting account credit of $299.55 to Ms. [redacted]'s future bills until it has been exhausted.
Ameren Illinois apologizes to Ms. [redacted] for any confusion about this situation.
Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.
Thank you,
Ameren Illinois
Regulatory Affairs
Initial Consumer Rebuttal /* (3000, 7, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The payments were not made by credit card; they were made by debit card attached to my checking account. Additionally, Ameren led me to believe the payment could be refunded with verification from my credit union that these payments would not be returned to me. They provided this verification as asked, and Ameren still refuses to refund the payment. I am not confused about the situation; I am frustrated that Ameren told me one thing, then did another in not honoring the statement from my credit union as requested by Ameren. I am further frustrated that this happened at Christmas, and Ameren's digging into their position will not allow me to provide Christmas dinner or presents for my family. I am frustrated that there is no alternative to Ameren because I would take my business elsewhere.
Happy Holidays

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. The consumer by the name of [redacted], who has complaint #[redacted], against Ameren Illinois came into our office this morning to let us know that the situation has been corrected and Ameren is crediting his bill. 
Sincerely,
[redacted]

Our investigation has been completed and the customer has successfully disputed the majority of the transferred balance.  I spoke with her earlier this week and she was satisfied with the resolution.

In reviewing the information, the customer's account was disconnected due to missed or partial payments and a deposit of twice the average bill was assessed as a security precaution.  Although the deposit will not be removed, as a courtesy, it has been set to bill in 6 installments instead...

of 3.  Medical Equipment Registry (MER) forms were also mailed when the customer mentioned medical issues in the home.  The form must be completed by her doctor and returned in order to determine how her account will be coded for special handling.  Customers benefit in registering for MER by getting notification of scheduled outages and receiving opportunities for payment arrangements that may not be offered to other customers.

Initial Business Response /* (1000, 5, 2015/05/18) */
In reviewing the information, due to slow payment history, a deposit warning letter was mailed in August 2014. A deposit was assessed in April 2015 when the service was disconnected for non payment. Because the monthly bill continues to...

include a past due balance each month, the service was disconnected for non payment again in May. The service was reconnected within 24 hours of receiving notification of a minimum payment. The deposit was assessed based on the customer's payment history and will not be removed.

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.
Sincerely,
[redacted]

Per our records, the customer established new service in November 2015.  At that time, an unpaid balance under her name and social security number transferred in from a previous address.  Upon investigation, we found the telephone number on the account was registered to the...

customer and a social security trace verifies she benefited from the service.  Information submitted was not sufficient to dispute the balance; therefore, the transferred amount will remain on the current account.  This issue has also been investigated by the Missouri Public Service Commission.

Initial Business Response /* (1000, 10, 2015/12/02) */
December 2, 2015
Revdex.com


Open Date: 11/25/2015
Complaint ID #: XXXX-XXXXXXX
Account #: XXXXX-XXXXX
Customer Name: [redacted]
Service Address: [redacted]
Nokomis, IL XXXXX


The...

customer's complaint is in regard to cash only status.
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] Nokomis, on 04/01/08 (Ameren account number XXXXX-XXXXX). Mr. [redacted] has made online payments via Ameren.com for the past couple of years.
Pursuant to Ameren Illinois' business practice, Mr. [redacted]' account was coded cash only (for a period of 12 months) after his financial institution returned the following two payments to Ameren Illinois:
Payment of $178.95 made 04/13/15; returned 04/15/15 as invalid account number (the customer entered a bank account number ending in [redacted]
Payment of $130.43 made 10/30/15; returned 11/03/15 as invalid account number (the customer entered a bank account number ending in [redacted]
Ameren Illinois has agreed to remove the cash-only designation on Mr. [redacted] account. To alleviate any further issues, the Company encourages Mr. [redacted] to ensure that he has entered the correct bank account number for future payments.
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 /* (2000, 12, 2015/12/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Ameren Illinois received a copy of Ms. [redacted]'s LIHEAP application from 12/08/17 for the 2018 Program Year.  The application lists Ms. [redacted]'s service address as [redacted] St, East Saint Louis IL  62207.   Ms. [redacted] signed the application which includes the following:   APPLICANT STATEMENT:  I certify that the information I have provided above is an accurate and complete disclosure of the requested information.   Ameren Illinois records also indicate Ms. [redacted] received LIHEAP funds for [redacted] St, East Saint Louis IL  62207 in 2014, 2015 and 2017.   Ameren Illinois has a copy of a Quickclaim Deed from the State of Illinois in St. Clair County dated 08/14/14 which lists [redacted] as the owner of the property at [redacted] St, East Saint Louis IL  62207.    Ameren Illinois is also in possession of Ms. [redacted]'s HFS State of Illinois – Healthcare and Family Services Medical Card which lists her address at [redacted] St, East Saint Louis IL  62207.   Ameren Illinois has forwarded [redacted]'s account information to the East Saint Louis Police Department. Based on the information above, the Company response is accurate and the customer is responsible for the billing.

May 10, 2017
 
 
RevDex.com
 
 
            Open Date:     05/03/2017
      Complaint ID...

#:     [redacted]
             Account
#:     [redacted]
    Customer Name:     [redacted]
    Service Address:     [redacted]
                                 [redacted], IL [redacted]    
 
The
customer’s complaint is in regard to service termination date.
 
Ameren Illinois Response
Ameren Illinois conducted a thorough
investigation of the subject complaint which revealed the following
information.
 
Ameren Illinois records indicated [redacted]
[redacted] established natural gas and electric service at [redacted], [redacted], on 11/30/16 (Ameren account
number [redacted]). 
 
12/09/16 Ameren Illinois
issued a bill in the amount of $19.98 due 01/03/17; dates of service 11/30/16
to 12/08/16 ($6.09 electric service and $13.89 gas service).
 
12/12/16 Ameren Illinois
transferred the final bill balance of $145.60 from Ameren account number
[redacted] (service at [redacted]). 
 
01/12/17
Ameren
Illinois issued a bill in the amount of $263.14 due 02/03/17; dates of service
12/08/16 to 01/11/17 ($25.87 electric service, $71.69 gas service, $20.28
previous balance and $145.30 final bill balance from account number
[redacted]).
 
02/03/17 Ameren Illinois
received a call from a new tenant to put service into their name at [redacted] on 02/06/17.
 
02/06/17 Ameren Illinois
issued a final bill in the amount of $215.83 due 02/28/17; dates of service
01/11/17 to 02/03/17 ($18.46 electric service, $46.83 gas service, $263.14
previous balance minus $112.60 deposit).
 
03/15/17 Ameren Illinois transferred
the final bill balance of $215.83 to the customer’s active account number
[redacted] (service at [redacted]).
 
04/17/17 [redacted]
contacted Ameren Illinois stating she had previously called Ameren Illinois to
disconnect service at [redacted], [redacted]. 
Ameren Illinois was unable to find a recorded call of Ms. [redacted]’s
disconnect request.
 
On 05/04/17, Ameren Illinois reviewed call
log information from the Interactive Voice Response (IVR).  Ameren Illinois received a call on 11/22/16 @
16:22:23 p.m. from [redacted].  The
call log indicates the customer disconnected the call (remote disconnect) at
16:35:18 p.m. while waiting to speak to an Ameren Illinois Representative.
 
 
 
While waiting to speak with an Ameren
Illinois Representative, Ms. [redacted] would have heard the following generic
message, “We are currently experiencing a long wait time.  A customer service representative will be
with you shortly.” 
 
Ameren Illinois’ virtual hold callback system
was activated at the time of the customer's call.  This system allows customers to request a
callback from Ameren once a customer service representative becomes available
instead of remaining on hold.  The
virtual hold callback system option was not selected by the customer.
 
Ms. [redacted] did not speak with an Ameren
Representative to request service disconnected at [redacted], [redacted].  The service remained in Ms. [redacted]’s name
until a new tenant requested service in their name as of 02/06/17.
 
Given the above, Ameren Illinois considers this issue to be
resolved and the complaint closed. 
 
Thank
you,
 
Ameren
Illinois
Regulatory
Affairs
[redacted]
[redacted]
 
 
cc:  [redacted]

Initial Business Response /* (1000, 5, 2015/12/15) */
Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information.
Ameren Illinois records indicate [redacted] held natural gas and electric service in her name at [redacted] Apt. **...

Edwardsville, between 08/07/15 and 08/17/15 (Ameren account number XXXXX-XXXXX).
On 08/20/15, Ameren Illinois sent the final bill in the amount of $15.55, due 09/10/15.
On 09/01/15, Ms. [redacted] established electric service at [redacted] Belleville (new Ameren account number XXXXX-XXXXX).
On 09/28/15, Ameren Illinois transferred the unpaid debt of $15.55 from the service at [redacted] to Ms. [redacted]'s new account at [redacted]
On 10/07/15, Ameren Illinois received a payment of $15.55.
At Ms. [redacted]'s request, the service at [redacted] was disconnected 10/28/15. On 11/02/15, Ameren Illinois sent the final bill in the amount of $93.04, due 11/23/15.
While Ameren Illinois has received Ms. [redacted]'s payment of $15.55 for her previous service, the Company has not received full payment for the new account at [redacted]
Transaction Period/Date Bill Amount Payments Received Late Charge
09/01/15-09/07/15 $15.77
09/07/15-10/06/15 $44.97
10/06/15-10/28/15 $32.30
11/24/15 $77.49
11/27/15 $0.23
Totals: $93.04 $77.49 $0.23
The final account balance of $15.78 (including late charge) is now due and payable.
Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.
Thank you,
Ameren Illinois
Regulatory Affairs

The customer's previous account was closed on 04/15/11 when she called to notify us she was no longer at the property.  She was advised at that time that we could not backdate the disconnect unless the landlord called to accept responsibility of the usage.  This is an issue the customer will need to work out with the landlord as Ameren will not get involved.

In reviewing the information, the service at this property was disconnected for diversion in June and the meter was removed.  Upon verification from the landlord, the tenant was determined to be responsible and she was advised to pay the diversion charges and the unpaid balance on her...

previous account to be eligible for new service.  Payment was received on 08/25/17 and a reconnect order has been issued.

Tell u December 1, 2017   Revdex.com               Open Date:     11/22/2017       Complaint ID #:     [redacted] ...

             Account #:     [redacted]     Customer Name:     [redacted]     Service Address:     [redacted]                                  [redacted]     The customer’s complaint is in regard to stopped meter charges. Ameren Illinois ResponseAmeren Illinois conducted a thorough investigation of the subject complaint which revealed the following information.  Company records indicate that [redacted] established natural gas and electric service at [redacted] St, [redacted] on 12/28/09 (Ameren account number [redacted]). Both meters at the customer’s property have an automated meter reading (AMR) modules installed that transmits readings, generally daily, via radio communication. The readings provided by the AMR modules are used to bill the customer for monthly usage.  On 10/17/17, Ameren Illinois discovered the AMR electric meter was not registering usage.  Electric meter number [redacted] was replaced with electric meter number [redacted].  It appears the meter stopped on 04/16/17. On 11/15/17, Ameren Illinois sent an adjusted bill in the total amount of $407.83 due 12/07/17, pursuant to Illinois Administrative Code Title 83, Part 280.100. Section 280.100  Previously Unbilled Service a)    Intent: This Section provides for the billing and payment of previously unbilled service caused by errors in measuring or calculating a customer's bills. b)         Time Limits: 1)         Bills for any utility service, including previously unbilled service, supplied to a residential customer shall be issued to the customer within 12 months after the provision of that service to the customer. The Company rebilled $407.83 for the discrepancy over a 60-day period (08/18/17 to 10/17/17) as follows: Billing Period Original Billed Usage (in kWh) Original Billed Amount (electric only) Rebilled Usage (in kWh) Rebilled Amount (electric only) 08/14/17 – 09/13/17 0 $17.11 1112 $151.76 09/13/17 – 10/12/17 0 $17.11 912 $119.38 10/12/17 – 11/13/17 1235 $137.15 1384 $150.31 Totals 1235 $171.37 3,408 $421.45 Rebilled usage: 3,408 kWh         Total adjustment: $421.45          The rebilled usage was based on historical usage at the premise.On 11/15/17, Ameren Illinois issued an adjusted bill in the amount of $407.83 due 12/07/17; dates of service 08/14/17 to 11/13/17.    The adjusted bill of $407.83 was calculated as follows: $157.92 Originally Billed 11/14/17-$171.37 Credit adjustment for previously billed electric service$421.45 Stopped electric meter adjustment$407.83 Total Bill Due 12/07/17 It is the position of Ameren Illinois that Ms. [redacted] was provided electric service for which she was not billed due to a stopped electric meter.   Ms. [redacted] was not originally billed for any electric usage during the time period between 04/14/17 and 10/17/17. Although the meter did not render any readings for a total of 184 days, pursuant to Illinois Administrative Code Title 83, Part 280.100, Ameren Illinois re-billed Ms. [redacted] for the estimated electric usage only during the 60-day period between 08/18/17 and 10/17/17. Ameren Illinois absorbed the cost of any electricity used during the remaining 124 days. The adjusted bill was calculated based on the previous year's usage at the property. Estimated stopped meter adjustments are rebilled to reflect normal billing for the time period in which they are done. Ms. [redacted] may contact Ameren Illinois Customer Care Center at [redacted] to set up an interest-free payment agreement.      Ameren Illinois encourages Ms. [redacted] to contact local area churches and energy assistance agencies for possible help with paying the bills: [redacted] Steeleville IL 62288Phone: [redacted] Murphysboro IL 62966Phone: [redacted]  Ameren Illinois encourages Ms. [redacted] to visit the following internet sites for information regarding energy conservation and supplier information: •           AmerenIllinois.com•           AmerenIllinoisSavings.com•           Energysavers.gov•           PluginIllinois.org•           Energystar.gov Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.   Thank you, Ameren Illinois Regulatory Affairs[redacted]Decatur, IL  62523cc:  [redacted] s why here...

June 14, 2017  Revdex.com                Open Date:     06/05/2017      Complaint ID #:     [redacted]...

             Account #:     [redacted]    Customer Name:     [redacted]    Service Address:     [redacted] [redacted]                                 [redacted]                 The customer’s complaint is in regard to a balance transfer Ameren Illinois’ ResponseAmeren Illinois conducted a thorough investigation of the subject complaint which revealed the following information.  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 08/24/15, Ameren Illinois account number [redacted].  02/06/17, Ms. [redacted] requested the gas service disconnected on 02/09/17.  Ms. [redacted] did not request the electric service disconnected; she stated she will call back for the electric disconnect. 02/09/17, Ms. [redacted] requested the gas service reconnected.  The gas service reconnect order was issued for 02/10/17. 02/10/17, Ameren Illinois reconnected the gas service.  02/28/17, Ms. [redacted] requested the gas service disconnected on 03/01/17; but did not want to disconnect the electric service at this time.  Ms. [redacted] stated she would call back to disconnect the electric service. 03/01/17, Ameren Illinois disconnected the gas service. 03/10/17, Ms. [redacted] requested the electric service disconnected on 03/10/17. Ameren Illinois disconnected the electric service on 03/10/17 @ 12:11 p.m.  03/10/17, Ameren Illinois issued a final bill in the amount of $656.34 due 04/03/17.  05/08/17, Ameren Illinois received a payment in the amount of $15.00. Ameren Illinois records indicate [redacted] established service at [redacted] [redacted] on 02/07/17, Ameren Illinois account number [redacted]. 04/07/17 Ameren Illinois transferred the final bill balance of $641.34 from account number [redacted] to Ms. [redacted]’s active account number [redacted].  Ameren Illinois provides the following billing information pertaining to the customer’s accounts:   Account #[redacted] Bill Period Electric Usage (kWh) Electric Billing Gas Usage (Therms) Gas Billing Credits/ Pymnts Deposit Late Pymnt Charge 08/24/15-08/28/15 241 $28.55 0 $2.84   $166.00   08/28/15- 09/29/15 2,137 $250.88 0 $21.30 $197.39 $166.00   09/29/15– 10/28/15 1,422 $139.58 31 $39.30 $0.00 $166.00   10/28/15– 11/30/15 1,842 $166.59 89 $71.05 $0.00   $6.81 11/30/15– 01/04/16 2,726 $241.17 133 $101.69 $399.00   $1.66 01/04/16- 02/01/16 2,339 $211.21 177 $138.58 $100.00     02/01/16-03/01/16 2,180 $200.82 144 $116.53 $448.00     03/01/16-03/31/16 1,691 $163.52 79 $72.99 $498.60     03/31/16-04/29/16 1,560 $156.70 47 $50.65 $424.00     04/29/16-05/31/16 2,155 $200.79 23 $36.75 $122.00     05/31/16-06/29/16 3,014 $365.55 0 $22.69 $292.54     06/29/16-07/29/16 2,990 $359.02 0 $22.72 $443.24     07/29/16-08/29/16 3,371 $399.96 0 $22.84 $200.00     08/29/16-09/28/16 2,544 $304.41 0 $22.88 $237.00     09/28/16-10/27/16 1,594 $160.55 27 $40.14 $295.83     10/27/16-11/29/16 1,818 $172.73 109 $93.54 $255.69     11/29/16-01/02/17 2,726 $234.68 269 $198.92 $885.27     01/02/17-01/31/17 2,236 $201.33 209 $214.43 $305.00     01/31/17-03/01/17 1,238 $130.75 101 $95.83 $235.03     03/01/17-03/10/17 88 $14.00     $15.00     TOTAL 39,912 $4,102.79 1,438 $1,385.67 $5,353.59 $498.00 $8.47       The final bill was calculated as follows:   $4,102.79 Electric Billing+$1,385.67 Gas Billing+$   498.00 Deposit+$      8.47 Late Payment Charges-$5,353.59 Payments/Credits$   641.34 Final Bill  Account #[redacted] Bill Period Electric Usage (kWh) Electric Billing Gas Usage (Therms) Gas Billing Credits/ Pymnts Final Bill Balance Transfer from Account #[redacted] 02/07/17 – 03/01/17 624 $74.93 78 $68.04     03/01/17 – 03/30/17 1,250 $129.21 98 $88.88 $142.97   03/30/17 – 04/30/17 1,278 $130.25 32 $44.79 $218.09 $641.34           $175.04   TOTAL 3,152 $334.39 208 $201.71 $536.10 $641.34  The final bill was calculated as follows:   $334.39 Electric Billing+$201.71 Gas Billing+$ 641.34 Final Bill Balance Transfer from Account #[redacted]-$  536.10 Payments/Credits$  641.34 Total Balance Due 05/23/17 It is the position of Ameren Illinois that Ms. [redacted] was billed accurately for the period service was in her name at [redacted] [redacted].  The bills have been calculated correctly based on actual meter readings.  Ameren Illinois is able only to verify the meter readings and accuracy of the meters; not the source of the usage. Ameren Illinois encourages Ms. [redacted] to contact energy assistance agencies for possible help with paying the bills:    Ameren Illinois also encourages Ms. [redacted] to visit the following internet sites for information regarding energy conservation:   Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.   Thank you, Ameren Illinois Regulatory Affairs cc:  [redacted]