Ameren

Initial Business Response / [redacted] (1000, 7, 2016/02/25) */ February 25, Revdex.com Open Date: 02/10/ Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: [redacted] Service Address: [redacted] Apt [redacted] Carterville, Il XXXXX The customer's complaint is in regard to billing Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information Ameren Illinois records indicate [redacted] established electric service at [redacted] Apt [redacted] Carterville, on 10/12/(Ameren account number XXXXX-XXXXX) On 01/08/- [redacted] contacted Ameren to disconnect electric service on 01/11/ On 01/15/- Ms [redacted] contacted Ameren to inquire on her balanceAn Ameren Representative advised the final bill balance is $due 02/02/ The following chart shows the billing period, usage billed and the average temperature: Billing Period Electric Usage (in kWh) Average Temperature 10/12/15-10/16/60� 10/16/15-11/18/50� 11/18/15-12/17/47� 12/17/15-01/11/40� Total: It appears the meter was misread for the billing period of 11/18/- 12/17/The read obtained on 01/11/adjusted for the misreadAnother read was obtained on 01/20/which confirms the previous read from 01/11/ Ms [redacted] was on Budget Billing for $The bill due 01/12/showed a balance due of $and indicated a credit in the Budget Billing deferred balance of $Ameren received a payment for the bill due 01/12/in the amount of $on 01/11/ The electric service was disconnected on 01/11/The final bill charges from 12/17/- 01/11/totaled $Due to the $credit in the Budget Billing deferred status, the final bill amount is $with a due date of 02/02/Our records indicate the final bill balance of $is still outstanding Based on Ameren Illinois' investigation, Ms [redacted] ' final bill of $is correct and is thus due and payable 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 / [redacted] (1500, 9, 2016/02/25) */

In reviewing the information, the customer had service under his name and social security from 07/01/through 11/22/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

In reviewing the information, I spoke with the landlord and he has been in contact with the customer regarding the issue he believes is responsible for the increase in usage The customer has been billed for actual usage recorded on the meter; therefore, the bill will not be adjusted

Initial Business Response / [redacted] (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/(Ameren account number XXXXX-XXXXX) On 12/08/15, Ameren Illinois received two credit card payments of $each made through its vendor, Western Union Speedpay Ameren Illinois is unable to refund payments made by credit cardMs [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 $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 / [redacted] (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 accountAdditionally, Ameren led me to believe the payment could be refunded with verification from my credit union that these payments would not be returned to meThey provided this verification as asked, and Ameren still refuses to refund the paymentI 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 AmerenI 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 familyI am frustrated that there is no alternative to Ameren because I would take my business elsewhere Happy Holidays

August 3, Revdex.com Open Date: 07/27/ 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/(Ameren account number XXXXX-XXXXX) On 04/16/Mr [redacted] was approved for a Medical Hardship CertificateThis was valid for days and the account was also set up on a Medical Hardship Deferred Payment Agreement On 07/24/Mr [redacted] called the Company and asked to setup a new Deferred Payment Agreement On 07/24/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 installmentsMr [redacted] spoke with a Company representative and agreed to pay $by 07/29/and then the remaining balance of $will be broken into three installmentsThe first two installments will be $and the final installment will be $ The Company apologizes for the inconvenience of the Medical Hardship Payment agreement processing incorrectlyIt appears that the [redacted] pledges posted to the account on 05/04/in the amount of $and this appears to cause the Medical Hardship to bill an incorrect installment amount on the bill that issued July 1stThis 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/ On 07/28/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 $by 07/29/The remaining balance will be broken into installments Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed Thank you, Ameren Illinois Regulatory Affairs [redacted] XXXXX cc: [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 / [redacted] (1000, 10, 2015/09/11) */ We are in the process of rebilling the customer and removing three years of gas serviceThis process is a time consuming process and should be completed by 9-25-Once it is completed we will provide an official response Thanks ***

The customer's previous account was closed on 04/15/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

June 14, Revdex.com Open Date: 06/05/ Complaint ID #: [redacted] Account #: [redacted] Customer Name: [redacted] Service Address: [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] *** on 08/24/15, Ameren Illinois account number [redacted] 02/06/17, Ms [redacted] requested the gas service disconnected on 02/09/ Ms [redacted] did not request the electric service disconnected; she stated she will call back for the electric disconnect02/09/17, Ms [redacted] requested the gas service reconnected The gas service reconnect order was issued for 02/10/02/10/17, 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 service03/01/17, Ameren Illinois disconnected the gas service03/10/17, Ms [redacted] requested the electric service disconnected on 03/10/Ameren Illinois disconnected the electric service on 03/10/@ 12:p.m 03/10/17, Ameren Illinois issued a final bill in the amount of $due 04/03/ 05/08/17, Ameren Illinois received a payment in the amount of $Ameren Illinois records indicate [redacted] established service at [redacted] *** on 02/07/17, Ameren Illinois account number [redacted] 04/07/Ameren Illinois transferred the final bill balance of $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/$$ $ 08/28/15- 09/29/2,$$$$ 09/29/15– 10/28/1,$$$$ 10/28/15– 11/30/1,$$$ $11/30/15– 01/04/2,$$$ $01/04/16- 02/01/2,$$$ 02/01/16-03/01/2,$$$ 03/01/16-03/31/1,$$$ 03/31/16-04/29/1,$$$ 04/29/16-05/31/2,$$$ 05/31/16-06/29/3,$$$ 06/29/16-07/29/2,$$$ 07/29/16-08/29/3,$$$ 08/29/16-09/28/2,$$$ 09/28/16-10/27/1,$$$ 10/27/16-11/29/1,$$$ 11/29/16-01/02/2,$$$ 01/02/17-01/31/2,$$$ 01/31/17-03/01/1,$$$ 03/01/17-03/10/$ $ TOTAL 39,$4,1,$1,$5,$$ The final bill was calculated as follows: $4,Electric Billing+$1,Gas Billing+$ Deposit+$ Late Payment Charges-$5,Payments/Credits$ 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/– 03/01/$$ 03/01/– 03/30/1,$$$ 03/30/– 04/30/1,$$$$ $ TOTAL 3,$$$$ The final bill was calculated as follows: $Electric Billing+$Gas Billing+$ Final Bill Balance Transfer from Account # [redacted] -$ Payments/Credits$ Total Balance Due 05/23/It is the position of Ameren Illinois that Ms [redacted] was billed accurately for the period service was in her name at [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 usageAmeren 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]

Initial Business Response / [redacted] (1000, 7, 2015/06/03) */ June 3, Revdex.com Open Date: 05/20/ 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, ILXXXXX on June 4, (Ameren account number XXXXX-XXXXX) When Ms [redacted] established service at this address there was a deposit assessed based on her credit scoreThe total deposit amount was $and it was billed over five installments On 12/02/Ms [redacted] paid her deposit in full and the Company mailed a Deposit Certificate to her explaining that the deposit had been paid in fullThe 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 metBelow is an excerpt from the Illinois Administrative Code Part Section 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 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 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 months it will be reviewed for possible refundSince Ms [redacted] 's deposit was paid in full on 12/02/14, the account will be reviewed on December of for a possible deposit refund If Ms [redacted] would like to disconnect her services at [redacted] W [redacted] Benld, ILXXXXX, 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'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 catbilling 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

In reviewing the information, due to the age and lack of supporting documentation, the transferred balance has been removed from the customer's account The current credit balance on the account will apply to the next bill which will go out approximately 03/06/

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 calculatedThe year before I was at the residence full timeSo Im paying for what they assumed I used not what I really usedI know they have me against the wall I have to have electricity but its ashame they can do people like thisThey should of adjusted it less then year before due to me not being there full time Sincerely, [redacted]

In reviewing the information, we spoke with the customer on 05/02/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/ On 06/03/ 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/through 06/30/(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/to prevent possible disconnection

March 29, Revdex.com Open Date: 03/21/ Complaint ID #: [redacted] Account #: [redacted] Customer Name: [redacted] Service Address: [redacted] [redacted] The customer’s complaint is in regard to unpaid charges 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 11/26/(Ameren account number [redacted] ) The last payment received on the account was on 09/27/in the amount of $ On 12/08/16, Ms [redacted] contacted Ameren Illinois Customer Care Center to request service disconnected Account balance information was not discussed at this time On 12/12/16, Ameren Illinois sent the final bill in the amount of $to [redacted] *** On 01/09/@ 12:p.mand 4:p.m., Ameren Illinois initiated automated calls but was unable to reach Ms [redacted] On 01/27/17, the bill was returned as undeliverable to Ameren Illinois by the U.SPost Office The current balance of $(including late charge) has remained unpaid On 01/24/17, Ameren Illinois referred the unpaid account to [redacted] (a collection agency) The previous debt represents service used by Ms [redacted] and provided by Ameren Illinois Natural gas and electric service charges were included on the customer’s monthly bill All charges associated with the natural gas and electric service are viewable on the customer’s monthly billMs [redacted] may make her payment of $in one of the following ways (she will need her previous Ameren account number and service address zip code): By phone with Western Union Speedpay with debit or credit card or check-by-phone at 1-888-777-(a convenience fee applies)In person with cash, check or money order at a partner pay station (a convenience fee applies)The following partner pay station accepts Ameren Illinois payments in Brimfield: Sherman’s Pharmacy, Knoxville Ave Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed Thank you, Ameren Illinois Regulatory Affairs SMain Street, E-Decatur, IL

Initial Business Response / [redacted] (1000, 5, 2015/10/28) */ Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information Ameren Illinois records indicate [redacted] held service in his name at [redacted] St., [redacted] Champaign, between 09/05/and 10/19/(Ameren account number XXXXX-XXXXX)The final bill in the amount of $remained unpaid On 10/19/15, Ameren Illinois received only one payment of $289.95, which was initiated through Western Union Speedpay On 10/21/15, an Ameren Illinois representative left a phone message for Mr [redacted] concerning the complaint If Mr [redacted] bank account was debited twice for the payment of $289.95, Ameren Illinois encourages him to submit a copy of his bank statement showing two debits for $Ameren Illinois will then contact Western Union Speedpay to determine whether there were any issues with the payment 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, service was in a family member's name and was disconnected for non payment on 09/15/ 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

In reviewing the information, the customer's service was disconnected for non payment on 07/05/ On 09/16/we received notification the customer filed a Chapter bankruptcy and the unpaid balance on her account was covered We attempted to reconnect service the same day; however, due to load on the meter we could not complete The customer was advised to turn off the breakers and the service was reconnected on 09/19/

Initial Business Response / [redacted] (1000, 5, 2015/07/10) */ The Missouri Renewable Energy Standard, which provides for solar rebates to customers, includes a consumer protection to limit the amount that utilities such as Ameren Missouri will spend on compliance with the standardUnder that provision, the Missouri Public Service Commission (MPSC) approved a maximum amount that Ameren Missouri will pay in solar rebates of $millionAs the demand for rebates quickly exceeded the availability, the MPSC also approved rules whereby customers would become eligible for a rebate on a first come first served basis according to the date that Ameren Missouri received the customer's application (or the date it was postmarked) The application in question was received by Ameren Missouri on 12/29/and this date determined the customer's position in the solar rebate queueAs rebate commitments expire or projects are cancelled by customers, Ameren Missouri makes the associated funding available to the next projects in the queueTwice monthly, Ameren Missouri posts charts to Ameren.com that show the total rebates that have been paid to customers as well the status of the rebate queue and the "cap date" (the date the last application to receive a rebate commitment was received by Ameren Missouri or postmarked by the US Postal service)As of 6/30/2015, Ameren Missouri had paid out $million of the $million available with the remaining $million committed to customer projects in the solar rebate queue The cap date is currently 12/20/It is unlikely this customer's project will receive a rebate commitment prior to the termination of the program given that less than $million remains to be paid (currently fully committed to customers) and there are several million dollars of projects with application received dates that precede 12/29/that, like this project, also do not yet have and may not receive a solar rebate commitment

Revdex.com Open Date: 08/16/ Complaint ID #: [redacted] Account #: [redacted] Customer Name: [redacted] Service Address: [redacted] *** Danvers, IL The customer’s complaint is in regard to a payment refundAmerenIllinoisResponseAmerenIllinoisconducted a thorough investigation of the subject complaint which revealed the following informationAmeren Illinois records indicate [redacted] established service at [redacted] , on 02/28/(Ameren account number [redacted] )Bills and notices are mailed to [redacted] The Company provides the following sequence of events pertaining to the complaint: 08/01/at 1:p.mMs [redacted] initiated an online debit from her bank account in the amount of $to be paid toward her Ameren Illinois account08/01/at 1:p.mA second payment of $was initiated online to be paid toward Ms [redacted] 's Ameren Illinois account08/05/One payment of $was returned to Ameren Illinois by Ms [redacted] 's bankAmeren Illinois sent a letter to Ms [redacted] advising her that a second returned payment would result in her account being coded as "cash only." This is not an Ameren Illinois error; two separate payments in the amount of $each were initiated on 08/01/Ameren Illinois posted both paymentsWhen one of the payments was returned by Ms [redacted] 's bank, Ameren Illinois responded appropriately by advising her that another returned payment within months would result in a "cash-only" designation on her accountThe Company's records indicate that one payment has been returnedAlthough this error was not made by Ameren Illinois, the Company has agreed to remove the returned item record on Ms [redacted] 's accountGiven the above, AmerenIllinoisconsiders this issue to be resolved and the complaint closed Thank you, AmerenIllinoisRegulatory Affairs [redacted] ***Decatur,IL 62523cc: [redacted]