Ameren

A meter investigation order was entered In February after eight consecutive zero use readings.  We found the meter at the property recording the customer's usage; however, the TOMM (Transmission Only Meter Module) on the meter was not reporting the daily readings.  A manual...

reading was retrieved from the meter for billing purposes and the meter was changed out.  Although it appears the module stopped reporting correctly approximately September 2014, per our tariffs, the account can only be rebilled for 12 months prior to discovery.  The customer's actual usage recorded on the meter was pro-rated and the account was rebilled from 02/16/15 through 02/16/16.  The account balance is eligible for a 24 month payment arrangement if the customer will contact our Customer Call Center at 1-[redacted] to agree to the terms.

Per our records, last summer's usage increased with the warmer temperatures and decreased with the cooler fall temperatures which indicates  the cooling appliance in the home is likely the cause of the increase.  At the customer's request the meter was tested at 100.29%...

accuracy on 03/13/17. Due to missed or partial payments the service was recently disconnected on 03/20/17 and upon receipt of a payment, the service was reconnected on 03/24/17.  No usage was recorded on the meter during this timeframe, therefore, there is nothing to credit.  The customer has been advised the balance due will not be adjusted as the account has been billed for the actual usage recorded on the meter.

Ameren's response remains the same as we have telephone recordings of calls from the customer admitting they had two separate leases.  The customer has contacted the Missouri Public Service Commission regarding this issue and they are currently investigating.

Complaint: [redacted]
I am rejecting this response because:
I Was told I  needed to do nothing else because account was already closed they said they just back dated and I  didnt need to do anything else when I  moved since it was already off and new services were set . And I  would only be charged for the time I  was still there. 
Sincerely,
[redacted]

In reviewing the information, the customer called to place service in his name shortly after the previous accountholder's service was disconnected for non payment.  Due to an association with the previous accountholder and a social security trace verifying he had benefited from the service, the...

customer was advised payment would be required before the service would be placed in his name.  Upon receipt of a partial payment of the balance owed, a reconnect order was issued in his name.  Due to benefit of service, the remaining amount owed under the previous tenant's name was transferred into his new account and will not be removed.

August 3, 2015
Revdex.com


Open Date: 07/27/2015
Complaint ID #: XXXX-XXXXXXX
Account #: XXXXX-XXXXX
Customer Name: [redacted]
Service Address: [redacted]
Belleville, IL XXXXX


The customer's complaint is in regard to a payment...

plan.
Ameren Illinois Response
Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information.
Company records indicate that [redacted] established electric and natural gas service at [redacted] A [redacted] XXXXX on 06/25/12 (Ameren account number XXXXX-XXXXX).
On 04/16/15 Mr. [redacted] was approved for a Medical Hardship Certificate. This was valid for 60 days and the account was also set up on a Medical Hardship Deferred Payment Agreement.
On 07/24/15 Mr. [redacted] called the Company and asked to setup a new Deferred Payment Agreement.
On 07/24/15 The Company agreed to setup a Special New Deferred Payment Agreement for Mr. [redacted] due to the Medical Hardship Payment Agreement processing incorrectly to bill in only two installments. Mr. [redacted] spoke with a Company representative and agreed to pay $162.78 by 07/29/15 and then the remaining balance of $178 will be broken into three installments. The first two installments will be $60 and the final installment will be $58.
The Company apologizes for the inconvenience of the Medical Hardship Payment agreement processing incorrectly. It appears that the [redacted] pledges posted to the account on 05/04/15 in the amount of $517 and this appears to cause the Medical Hardship to bill an incorrect installment amount on the bill that issued July 1st. This bill should have only included an installment in the amount of $86, but instead again billed the usage in addition to 25% of the balance, which should have only billed on the previous bill that issued 06/01/15.
On 07/28/15 a Company representative called Mr. [redacted] and explained that we will setup a Deferred Payment Agreement once we receive a payment in the amount of $162.78 by 07/29/15. The remaining balance will be broken into 3 installments.
Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.
Thank you,
Ameren Illinois
Regulatory Affairs
[redacted]
[redacted] XXXXX
cc: [redacted]

In reviewing the information, the transferred balance has been removed from the customer's account.  The customer should contact our Customer Call Center at [redacted] if he has any questions.

Complaint: [redacted]
I am rejecting this response because:
The letter they sent me was telling me what they did and how they calculated by using last years usage me not being at my resident but only a few days during that period is not the way it should of been calculated. The year before I was at the residence full time. So Im paying for what they assumed I used not what I really used. I know they have me against the wall I have to have electricity but its ashame they can do people like this. They should of adjusted it less then year before due to me not being there full time 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/24) */
In reviewing the account information and documentation the customer submitted, the transferred balance has been 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]

In reviewing the information, the customer's service was disconnected for non payment in July 2017.  At that time, a deposit of twice the average bill was assessed and a letter was mailed advising her it would bill in three installments (August, September and October bill).  Due to missed...

or partial payments, the unpaid deposit continues to show as deposit arrears on the monthly bill.  Based on the customer's payment history, the deposit will not be removed.

In reviewing the information, due to missed or partial payments, the customer's service was disconnected.  Payment was received and an order was issued for reconnection.  Upon arriving at the location, our field personnel found the service already reconnected with tampering at the...

meter.  A tampering fee was assessed and will not be removed.  Due to the slow payment history, we continue to hold the paid deposit on the account.

In reviewing the information, the customer's meter was changed out on 07/08/17 due to a bad TOMM (Transmission Only Meter Module); however, the meter itself continued to record the actual usage. The recent usage recorded on the new meter and billed on 07/24/17 is comparable to the previous bill...

mailed on 06/23/17 before the meter was changed which confirms this is not a meter issue.   The customer has been billed for actual usage each month and usage is comparable to previous year's use when taking the warmer temperatures we have been experiencing in consideration.

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]

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]

Initial Business Response /* (1000, 5, 2015/11/03) */
November 3, 2015
The customer's complaint is in regard to payment options.
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 08/21/15 (Ameren account number XXXXX-XXXXX). The mailing address for the new account was initially set up as the service address.
Ameren Illinois provides the following sequence of events pertaining to the complaint:
09/10/15 Ameren Illinois received notification from the United States Postal Service (form 3547) that Ms. [redacted]' mailing address should be [redacted] The Company changed its account records accordingly.
10/09/15 Ameren Illinois sent a non-pay disconnection notice in the amount of $293.01. The notice extended the previous bill's due date from 10/02/15 until 10/21/15 for receipt of payment to ensure service.
10/22/15 Ms. [redacted] advised an Ameren Illinois representative that her mailing address should be [redacted]
On 10/28/15, an Ameren Illinois representative attempted to contact Ms. [redacted] but was unable to reach her. Ms. [redacted] is encouraged to contact customer service to discuss available payment options on her account.
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, 7, 2015/06/03) */
June 3, 2015
Revdex.com


Open Date: 05/20/2015
Complaint ID #: XXXX-XXXXXXX
Account #: XXXXX-XXXXX
Customer Name: [redacted]
Service Address: [redacted] W [redacted]
Benld, IL XXXXX


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.
Company records indicate that [redacted] N. [redacted] established electric and natural gas service at [redacted] W [redacted] Benld, IL. XXXXX on June 4, 2014 (Ameren account number XXXXX-XXXXX)
When Ms. [redacted] established service at this address there was a deposit assessed based on her credit score. The total deposit amount was $392 and it was billed over five installments.
On 12/02/14 Ms. [redacted] paid her deposit in full and the Company mailed a Deposit Certificate to her explaining that the deposit had been paid in full. The deposit certificate letter also explained the deposit refund criteria.
After thoroughly investigating this complaint the Company has determined that Ms. [redacted]'s deposit was appropriately assessed and will continue to be held until the deposit refund criteria are met. Below is an excerpt from the Illinois Administrative Code Part 280.
Section 280.40 Deposits
d) Refund of Deposits

1) Deposits plus interest shall be automatically refunded after being held for twelve months as follows:

A) if the twelve months during which the deposit was held are within the first 24 months that a customer has received utility service, the deposit plus interest shall be refunded only so long as the service has not been interrupted for nonpayment or so long as the customer has not paid late four times if billed monthly, two consecutive times or three times if billed bi-monthly or two times if billed quarterly or semi-annually or so long as the customer's wires, pipes, meters or other service equipment have not been tampered with during the time the deposit was held which resulted in the customer enjoying the benefit of the tampering;

B) if the twelve months during which the
deposit was held were subsequent to the
first 24 months that a customer has received
utility service, the deposit plus interest shall
be refunded only so long as the service has
not been interrupted for nonpayment or so
long as the customer has not paid late six
times during the past twelve months if billed
monthly, or three times if billed bi-monthly or
two times if billed quarterly or semi-annually
or so long as the customer's wires, pipes,
meters or other service equipment have not
been tampered with during the time the
deposit was held which resulted in the
customer enjoying the benefit of the
tampering.
After the deposit has been held for 12 months it will be reviewed for possible refund. Since Ms. [redacted]'s deposit was paid in full on 12/02/14, the account will be reviewed on December of 2015 for a possible deposit refund.
If Ms. [redacted] would like to disconnect her services at [redacted] W [redacted] Benld, IL. XXXXX, we encourage her to call Customer Service at X-XXX-XXX-XXXX
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 called on 06/02/16 to establish new service at a residence that had been disconnected on 05/23/16.   The customer stated he purchased the property on 06/01/16 and we asked him to provide proof of purchase for review.  On 06/06/16, due to...

notification of consumption on the inactive meter, an order was issued to investigate for diversion.  On 06/07/16 our field personnel found the service on with tampering at the meter.  Per our records, the diversion occurred after the customer called to place the service in his name; therefore, the tampering fee of $210.00 will not be removed.

Initial Business Response /* (1000, 5, 2015/07/01) */
In reviewing the information, a thunderstorm swept through our service territory leaving several thousand customers without power on 06/25/15. Per our records, a tree fell on the primary wires that bring service to this customer's home. Due...

to wide-spread damage, repairs were not completed until 06/26/15. Although we make all reasonable efforts to provide service on an adequate and continuous basis; this outage was beyond our control and the customer's loss will not be compensated by Ameren.

In response to the request for additional information, I am not an Ameren Illinois customer but with [redacted] Electric. My [redacted] Electric Home Account Number is: [redacted].   Ameren feeds power into [redacted] per [redacted].  I have spoken with [redacted] of Ameren on 5/4 and he has stated that Ameren was...

going to deny my claim on reimbursement of appliances.  But, if they are stating they are not responsible, why are they repairing lines in my area.  They have neglected in the past to repair these lines but are now just doing it as a result of my claim.