Ameren

August 8, [redacted] Consumer Services Division Open Date: 07/28/ [redacted] [redacted] 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] (***) established natural gas and electric service at W Springfield Ave, Champaign IL on 11/26/13, Ameren Illinois account number [redacted] The service remained in Ms***'s name until 10/04/ Ameren Illinois issued a final bill in the amount of $due 10/28/ On 11/02/a late payment charge of $was applied to the account Ameren Illinois records also indicate [redacted] established natural gas and electric service at [redacted] *** on 10/04/(Ameren account number [redacted] ) 11/03/16, Ameren Illinois transferred the final bill balance of $from account number [redacted] to Ms***'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 $to bill in installments Ameren Illinois received late or partial payments out of months prior to the deposit assessment Because the final bill balance of $from Ameren account number [redacted] due 10/04/was transferred to the customer's active account; it was included in the timeline Ms***’s account had an undisputed past due balance of $that remained unpaid over days beyond the original due date of 12/06/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 (effective Nov1, 2014): Section Deposits a) Intent: Customer deposits are used to secure against potential unpaid debtsUtility 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/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 months; and B) The customer's account has an undisputed past due balance that has remained unpaid for over 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 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 $was billed appropriately based on the Illinois Administrative Code Title 83, Section 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] ***

Per our records, the customer established new service in November 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 / [redacted] (1000, 5, 2015/05/18) */ In reviewing the information, due to slow payment history, a deposit warning letter was mailed in August A deposit was assessed in April when the service was disconnected for non paymentBecause the monthly bill continues to include a past due balance each month, the service was disconnected for non payment again in MayThe service was reconnected within hours of receiving notification of a minimum paymentThe deposit was assessed based on the customer's payment history and will not be removed

Initial Business Response / [redacted] (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 accountIt is likely the card was damaged in the mailing processWe 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 replacedRebates 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 nameWe apologize for the inconvenience to the customer; however, we are unable to assist in this matter

In reviewing the information, Ameren provides the service to the house The service entrance which includes the pipe riser, weatherhead and meter box attached to the home is customer owned equipment; therefore, the customer is responsible for any repairs needed to reattach the equipment to his home

In reviewing the information, the transferred balance will not be removed as the daughter is the actual tenant of record at the propertyThe customer has been advised payment will be required for reconnection

In reviewing the information, the customer called to establish new service in November At that time, an unpaid balance was transferred from a previous account in the same name Per the St Louis County Recorder of Deeds website, the customer was listed as a joint owner of the property where the unpaid balance accrued This appears to be a family situation; therefore, the customer will need to work out responsibility with the relative he feels is responsible as Ameren will not get involved This issue is also being investigated by the Missouri Public Service Commission

September 19, Revdex.com Open Date: 09/13/ Complaint ID #: [redacted] Account #: [redacted] Customer Name: [redacted] *** Service Address: [redacted] East Saint Louis, IL The customer’s complaint is in regard to a high bill inquiryAmeren Illinois’ ResponseAmeren Illinois conducted a thorough investigation of the subject complaint which revealed the following information Ameren Illinois’ records indicate that [redacted] established electric service at [redacted] on (Account number [redacted] ) Below is a billing and payment history of the account: Bill Date Charges Total $$$$$$$$$$$$$$ The Company has determined that the billing is correct The Company did not receive any payments after January Because no payments were received the balance continued to accrue On the Company mailed Mr [redacted] a Final Notice Prior to Disconnection with the due date of Mr***'s electric service was disconnected for non-payment on for the amount of $ The total amount Mr [redacted] currently owes the Company is $and his past due balance has been referred for collectionsGiven the above, Ameren Illinois considers this issue to be resolved and the complaint closed Thank you, Ameren Illinois Regulatory Affairs cc: [redacted] ***

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

In reviewing the information, per a social security trace verifying benefit of service, an unpaid balance transferred from a previous address under another customer's name Documentation submitted to dispute the transferred amount did not cover the dates of service ; therefore, the customer remains responsible for the balance due

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 installments instead of 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

August 4, Revdex.com Open Date: 07/22/ Complaint ID #: [redacted] Account #: [redacted] Customer Name: [redacted] Service Address: [redacted] *** Washington, IL The customer’s complaint is in regard to a high bill AmerenIllinoisResponseAmerenIllinoisconducted a thorough investigation of the subject complaint which revealed the following informationAmeren Illinois records indicate [redacted] M [redacted] established electric service at [redacted] on 04/01/(Ameren account number [redacted] )The meter is equipped with an automated meter reading (AMR) module that transmits readings reflecting actual usage to Ameren Illinois via radio communicationThe readings provided by the AMR module are used to bill the customer for monthly usageOn 06/28/16, Mr [redacted] contacted Ameren Illinois about a low billAmeren Illinois investigated and discovered that the meter had stopped registering electric usage beginning 04/18/The meter was replaced on 07/11/The meter did not render any readings for a total of days; pursuant with the provisions of Illinois Administrative Code Title 83, Section 500.240(4), Ameren Illinois re-billed Mr [redacted] for the estimated electric usage only during the 60-day period between 05/12/– 07/11/16: In the case of a non-registering meter which has been read during the period of non-registration, the utility shall not render a bill for an estimated consumption extending over more than twice the regular interval between readingsAmeren Illinois absorbed the cost for the remaining days of electric usage (between 04/18/and 05/12/16)On 07/21/16, Ameren Illinois sent the adjusted bill in the total amount of $The adjusted usage for the 60-day period was based on the current month’s electric usage at the customer’s property and was estimated as follows: Billing Period DatesOriginal Billed Usage (kWh)Adjusted Usage (kWh)Days in PeriodAverage Daily UsagekWh) 05/12/– 05/17/160805205/17/– 06/16/160480301606/16/– 07/11/1604002516Totals: The difference in the adjusted electric charges billed to the customer was $146.95:Bill DateOriginal Billed Electric ChargesAdjusted Billed Electric Charges05/18/16$17.27$25.4406/17/16$17.74$69.6507/20/16$29.99$74.53Total:$65.00$...⇄ Amount: $The adjusted bill of $was calculated as follows: $ Bill amount on 07/20/(current usage from 07/11/– 07/18/16) +$Stopped meter adjustment $The adjusted bill was calculated based on Mr [redacted] ’s current usage from 07/11/– 07/18/at the propertyEstimated stopped meter adjustments are rebilled to reflect billing for the time period in which they are doneBased on the Company's investigation, the estimated electric charges for the period during which the meter was not registering have been billed appropriately and fairly and are thus due and payableGiven the above, AmerenIllinoisconsiders this issue to be resolved and the complaint closed Thank you, AmerenIllinoisRegulatory Affairs [redacted] ***Decatur,IL cc: [redacted]

In reviewing the information, at the customer's request to question the increased usage, the meter was tested at 100.04% accuracy We have explained the account has been billed for actual usage and will not be adjusted Per the daily meter readings, the customer's usage started to decrease on 02/06/ Unfortunately we have no way of knowing what might have caused the spike in usage This issue is also being investigated by the Missouri Public Service Commission

To Whom it may Concern, I am only partially satisfied with response,they waived the deposit fee, although I am satisfied with that part ,they still deny the fact that I had paid a depositWhen I lived at [redacted] in StElmo I transfered my service to my current address in January I had never gotten my deposit backI want to know what happened to itWhen I movd to the [redacted] about 400$ to get service started because I had to pay a bill from a previous resident plus pay a depositI want to know ,and they deny itA friend of mines mother lived at her house for years , had been late on a couple of bills throughout the years,she had ameren,when she passed on the estate got the deposit back.Why cant they find record of my deposit ? when this lady Iived at the same place years and they had her records I really appreciate your attention to this matter,as stated above I would just really like to know what happened to my deposit that Ameren is denying I paidThey stated in the response I never paid a deposit ,and I didThey also said they consider this matter closed but I do not,they also said do not be late again but they reinstate deposit fees if you are cents under the amount.How is this fair if I paid a deposit ,and they are denying it.? Thank you so much for looking into this for me,I really appreciate itI hope you can find me an answer on what happened to my deposit.Sincerely, [redacted] ***

The issue I have with that is that there is no way I know that I was the only one being charged for that lightIt 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 meI 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 AmerenI 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 billI feel they made that decision for me and I deserve a refundThe 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 supervisorI deserve a refund for those charges that I didn’t authorize and didn’t know anything about

Initial Business Response / [redacted] (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 collectPer social security trace, both benefited from the service at the previous address; therefore, the balance will not be removedPayment arrangements are available if the customer would like to contact our Call Center at X-XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (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 useAs per the fact that this charge was "charged off" as of 5/5/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 debtThis case is NOT satisfied or closed

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

In reviewing the information, the service at this address was disconnected for non payment on 04/10/ On 04/19/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, a deposit was assessed in June when the customer's service was disconnected for non payment Upon notification the customer qualified for government assistance, the deposit was canceled and the remaining balance was placed on a non cold weather rule payment arrangement We consider this issue resolved

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