Ameren

In reviewing the information, per a social security trace verifying benefit of service, unpaid balances have been transferred in and are now included in the balance the customer owes.  The customer has been advised to provide proof of residency for review in order to dispute any portion of the...

transferred balances.  The customer will need to successfully dispute or make payment before the service will be reconnected.

Complaint: [redacted]
I am rejecting this response because: 
This business response is false. I have turned in every piece of documentation that was requested of me. I made the police report. My identity was stolen I have not lived at the other address.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/21) */
In reviewing the information, an unpaid balance in the consumer's name was recently transferred to the current account in the spouse's name in an attempt to collect. Per social security trace, both benefited from the service at the previous...

address; therefore, the balance will not be removed. Payment arrangements are available if the customer would like to contact our Call Center at X-XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To say we both are responsible based on our SS# is to say our children are equally responsible because they too benefited from the use. As per the fact that this charge was "charged off" as of 5/5/10 would indicate that Ameren did accept the debt as a charge off and should not be able to double dip by accepting the charge off benefit AND trying to collect said assumed debt. This case is NOT satisfied or closed.

In reviewing the information, the customer has been advised the service will not be reconnected until the balance due on the account is paid.  Responsibility of payment will need to be worked out between the tenants and the landlord as Ameren will not get involved.  This issue has already...

been investigated by the Missouri Public Service Commission.

Initial Business Response /* (1000, 5, 2016/02/02) */
Per our records, the customer has an unpaid balance for service at a commercial property that was in his name from 10/23/12 through 10/06/14 when the account was closed at his request. This account was turned over to a collection agency on...

02/10/15 in an attempt to collect the debt. We suggest the customer contact our Customer Call Center at X-XXX-XXX-XXXX to speak with an advisor if additional information is needed.

Ameren Illinois is still in the process of investigating this complaint.  The customer had requested a meter test to be performed. The meter cannot be tested on side, so the meter was removed/replaced on 5/26/16.  We are currently waiting for the test results from our meter shop before we...

can submit a formal response.  Thank you.

In reviewing the information, the customer's meter was not reporting the correct daily readings used for billing purposes.  We found a faulty gas AMR (Automated Meter Reader) due to a low battery.  The battery was replaced in February 2016 and the actual usage recorded on the...

meter was then reported.  This resulted in a catch-up bill for the difference in the originally billed service and the actual reading from the meter.  The customer has been advised he has been billed for the actual usage recorded on the meter; therefore, the balance will not be adjusted.  The customer requested the account be closed effective 05/23/16 and the final bill balance transferred to his new account.  Payment arrangements were also offered; however, the customer declined.

The customer’s complaint is in regard to a payment agreement. Ameren Illinois ResponseAmeren Illinois conducted a thorough investigation of the subject complaint which revealed the following information.  Ameren Illinois records indicated [redacted] established natural gas...

and electric service at [redacted], on 01/22/15 (Ameren account number [redacted]).   Ameren Illinois provides the following sequence of events pertaining to the complaint: 01/26/17 Ms. [redacted] activated a payment agreement with a payment of $100.00, the balance of $903.48 was divided into 12 installments of $76.00 (final installment $67.48). 02/22/17 Ameren Illinois issued a bill in the amount of $176.80 due 03/16/17; dates of service 01/23/17 to 02/21/17 ($38.76 electric service, $62.04 gas service and $76.00 payment agreement installment). 03/13/17 Ameren Illinois received a payment in the amount of $176.80. 03/23/17 Ameren Illinois issued a bill in the amount of $167.07 due 04/17/17; dates of service 02/21/17 to 03/22/17 ($37.72 electric service, $53.35 gas service and $76.00 payment agreement installment). 04/18/17 Ameren Illinois received an electronic check payment in the amount of $168.00. 04/20/17 The customer’s payment in the amount of $168.00 was returned by her financial institution with a reason code of “Account Frozen.” 04/21/17 Ameren Illinois issued a bill in the amount of $1,002.21 due 05/15/17; dates of service 03/22/17 to 04/20/17 ($43.98 electric service, $39.68 gas service and $918.55 previous balance). 04/21/17 Ms. [redacted] agreed to pay $168.00 by 05/04/17 to reinstate the payment agreement in 10 installments of $76.00 (final installment $66.55).   Ms. [redacted]’ current bill balance of $83.66 is due by the bill due date of 05/15/17.The returned payment was not a result of an Ameren error.  The customer’s payment agreement has been reinstated and the account is not in collections. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.   Thank you, Ameren Illinois Regulatory Affairs370 S. Main Street, E-17Decatur, IL  62523  cc:  [redacted]

Per our records, when the customer called on 05/23/17 to place the service back in her name, the date to close the account was never discussed.  The customer will need to work out responsibility with the landlord as Ameren will not get involved.  This issue has been investigated by the Missouri Public Service Commission.

Initial Business Response /* (1000, 6, 2015/08/31) */
Ms. [redacted] also filed the same complaint with the Illinois Commerce Commission. The following was sent in response:
The customer's complaint is in regard to damages.
Ameren Illinois Response
Ameren Illinois conducted a thorough...

investigation of the subject complaint which revealed the following information.

Ameren Illinois crews performed restoration work due to a July 28, 2015 storm that included Ms. [redacted]'s service. Her property is very heavily overgrown with vegetation. A large tree limb broke from the top of a tree and had fallen during the storm. In addition to falling into the Ameren Illinois line, the broken limb also fell into Ms. [redacted]'s shed. Picture 1 shows the broken tree limb.
In order to restore service, the electric troubleman trimmed small tree limbs from open wire service so that he could energize the transformer that was tripped from the tree falling into open secondary. The troubleman performed this work from the alley way in the rear of the property. Picture 2 shows the size of limbs that were trimmed out of the secondary; this is not the same tree that caused damage to the customers shed. Ms. [redacted] had meter base damage and the service was unable to be energized that day.
On July 29, 2015 Ameren Illinois personnel arrived to reconnect the service. At that time, Ms. [redacted] requested the line crew to cut down a different tree that was ain the middle of the backyard. This tree was approximately 3" in diameter and 20' tall; the crew cut the tree to approximately 3' off the ground to avoid further interference.
It is the position of Ameren Illinois that the third-party claims administrator appropriately denied Ms. [redacted]'s claim for damage to her backyard shed.
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, we discovered the electric service at this property is not in the name of the leaseholder; therefore, a letter was mailed advising the responsible party to call to place service in their name to prevent possible disconnection.

The issue I have with that is that there is no way I know that I was the only one being charged for that light. It is listed on my bill like every other charge so how am I supposed to know it was an option? The option was never offered to me. I didn’t know anything about it until someone from the city told me about it and a few days before that I noticed it and inquired about it with Ameren. I don’t understand why when I changed my service from the apartment to the home they didn’t ask me if I wanted this extra option on my bill. I feel they made that decision for me and I deserve a refund. The woman from Ameren dealing with this complaint called me and she was very rude about the whole thing and didn’t let me speak to her supervisor. I deserve a refund for those charges that I didn’t authorize and didn’t know anything about.

In reviewing the information, the customer's meter stopped reporting daily readings used for billing purposes which resulted in estimated bills for May and June.   We found a bad TOMM (Transmission Only Meter Module) issue and the meter was changed.  Although we were not...

receiving the daily reads , the meter had continued to record actual usage and a manual reading was retrieved for billing purposes.  This resulted in a catch-up billing for the difference in the originally billed estimated readings and the actual reading from the meter.  This information has been explained to the customer.  The customer has been billed for actual usage; therefore the balance due will not be adjusted.  The account is eligible for a payment arrangement if the customer will contact our Customer Call Center at [redacted] to discuss.

September 29, 2017     Revdex.com               Open Date:     09/25/2017       Complaint ID #:     [redacted] ...

             Account #:     [redacted]     Customer Name:     [redacted]     Service Address:     [redacted]                                  Augusta, IL 62311     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 April and [redacted] established natural gas and electric service at [redacted], Augusta IL  62311 on 10/03/16 (Ameren account number [redacted]). Bills and notices are mailed to the premise address.   09/19/16, Ameren Illinois issued a notice of disconnection for non-payment in the amount of $451.00 due 09/29/17.   09/23/16 @ 10:35 a.m., Ameren Illinois issued an automated collection call regarding $451.00 due 09/29/17.  The call was returned "Live Answer."   10/03/16 @ 10:12 a.m., Electric service was disconnected due to non-payment.   10/03/16 @ 12:05 p.m., Electric service was reconnected based on payment received of $451.00.  A deposit of $556.00 was assessed to the account to bill in 5 installments.    03/30/17, Ameren Illinois issued a Deposit Certificate to notify the customer that the deposit has been paid in full.   Ameren Illinois verified proper procedures were followed regarding the disconnection and reconnection of electric service and the deposit assessment.   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.   d)         Applicant Deposits: The utility shall have the right to             require a deposit of an applicant under the following conditions: 1)         The applicant was previously disconnected for non-payment of bill amounts owing to the utility for the same class and type of service;   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.   Ameren Illinois also encourages Mr. [redacted] to contact local area churches and energy assistance agencies for possible help in paying the bills:   Ameren Illinois encourages Mr. [redacted] to visit the following internet sites for information regarding energy conservation and supplier information:     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 [redacted] was disconnected for non payment on 08/29/16.  Shortly after, we received a request from the consumer to place service in his name.  His successor request was denied when the landlord verified there are no new tenants at...

the residence.  Payment will be required before the service will be reconnected as we will not change the name on the account to avoid the bill.

Initial Business Response /* (1000, 5, 2015/09/11) */
In reviewing the information, per our records, the customer's previous account closed when the service was disconnected for non payment. We have no record of the customer calling to close the account prior to the disconnection for non payment. ...

When new service was recently established the unpaid balance was transferred to the new account in an attempt to collect. The customer has been billed for actual usage and the account will not be credited. Payment arrangements have been offered.

Initial Business Response /* (1000, 5, 2015/12/16) */
In reviewing the information, the customer's meter stopped reporting daily readings used for billing purposes a few months after moving in. A meter investigation order was entered; however, we were unable to access the meter located in a locked...

garage. Meter reading postcards were mailed to the customer but were never returned; therefore estimated bills were sent. Once we were able to access the meter, we found a bad TOMM (Transmission Only Meter Module) issue and the meter was changed. Although we were not receiving the daily reads, the meter had continued to record actual usage and a manual reading was retrieved for billing purposes. This resulted in a catch-up billing for the difference in the originally billed estimated readings and the actual reading from the meter. This information has been explained to the customer.

Ameren Missouri was formerly known as Ameren UE

Per our records, the outdoor lighting was installed at the request of a previous customer for the property at the customer's address; therefore, when he called to place the service in his name, both the metered service and outdoor lighting associated with the premise automatically went into his name.   At the customer's request, billing for the lighting has been stopped and an order has been issued to disconnect the lighting.  We apologize for the misunderstanding, however, since the lighting charges were disclosed as a separate line item on his bill each month, the charges will not be refunded.

Initial Business Response /* (1000, 7, 2015/10/27) */
October 27, 2015
Revdex.com


Open Date: 10/08/2015
Complaint ID #: XXXX-XXXXXXX
Account #: XXXXX-XXXXX
Customer Name: [redacted]
Service Address: [redacted] Dr
Collinsville, IL XXXXX


The...

customer's complaint is in regard to a damage claim.
Ameren Illinois Response
Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information.
The customer sustained appliance damage as a result of an underground service wire failure
CCMI the Company's claim contractor sent letter to Ms. [redacted] denying her claim. An Ameren Illinois Sr. Claims Administrator has also reviewed the claim and determined that denial is appropriate.
The Company's Customer Terms and Conditions states the following:

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]