Ameren

In response to the request for additional information, I am not an Ameren Illinois customer but with [redacted] ElectricMy [redacted] Electric Home Account Number is: [redacted] Ameren feeds power into [redacted] per *** I have spoken with [redacted] of Ameren on 5/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

In reviewing the information, the restoration work around the inspected pole was completed on the morning of 11/07/ We spoke with the customer on site that same day and they seemed satisfied with our work

Initial Business Response / [redacted] (1000, 5, 2015/11/03) */ November 3, 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/(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/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/Ameren Illinois sent a non-pay disconnection notice in the amount of $The notice extended the previous bill's due date from 10/02/until 10/21/for receipt of payment to ensure service 10/22/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 herMs [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

Tell u December 1, Revdex.com Open Date: 11/22/ Complaint ID #: [redacted] Account #: [redacted] Customer Name: [redacted] Service Address: [redacted] [redacted] *** The customer’s complaint is in regard to stopped meter chargesAmeren 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/(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 communicationThe 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/On 11/15/17, Ameren Illinois sent an adjusted bill in the total amount of $due 12/07/17, pursuant to Illinois Administrative Code Title 83, Part Section 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 billsb) Time Limits: 1) Bills for any utility service, including previously unbilled service, supplied to a residential customer shall be issued to the customer within months after the provision of that service to the customerThe Company rebilled $for the discrepancy over a 60-day period (08/18/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/– 09/13/$$09/13/– 10/12/$$10/12/– 11/13/$$Totals $3,$Rebilled usage: 3,kWh Total adjustment: $ 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 $due 12/07/17; dates of service 08/14/to 11/13/ The adjusted bill of $was calculated as follows: $Originally Billed 11/14/17-$Credit adjustment for previously billed electric service$Stopped electric meter adjustment$Total Bill Due 12/07/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/and 10/17/Although the meter did not render any readings for a total of 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/and 10/17/Ameren Illinois absorbed the cost of any electricity used during the remaining daysThe adjusted bill was calculated based on the previous year's usage at the propertyEstimated stopped meter adjustments are rebilled to reflect billing for the time period in which they are doneMs [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] [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

Revdex.com Open Date: 08/15/ Complaint ID #: 2016- [redacted] Account #: [redacted] Customer Name: [redacted] Service Address: [redacted] Alton, IL The customer’s complaint is in regard to high bill inquiry Ameren Illinois’ Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information Ameren records indicate that [redacted] established electric and natural gas services at [redacted] on (Ameren account number [redacted] ) On Ms [redacted] called the Company and requested that the meter be tested due to the increased usage On Ms [redacted] called the Company and asked why her bill had increased The representative explained that the meter was tested and it tested as accurate The electric meter was tested on 7/18/in the field, at the address of [redacted] **The meter tested at 100.14% at accuracy This test result is within the accuracy range provided for in Title of the Illinois Administrative Code, Section Electric Meter Test Requirement Result Light Load (10% of test amps at 100%) 100.90% Heavy Load (100% of test amps at 100%) 99.95% Weighted Average (4X heavy + 1x light) / 100.14% 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, 5, 2015/09/24) */ In reviewing the information, the customer has successfully disputed a portion of the transferred balanceShe has been advised to call to make arrangements on the remaining balance by 10/01/to prevent possible disconnection

Our Vegetation Management Supervisor spoke with the customer on May 20, to let him know we have patrolled the area and have identified tree and hardware issues We are currently working to address these issues in an effort to alleviate any problems the customer may be experiencing

Initial Business Response / [redacted] (1000, 5, 2015/12/02) */ In reviewing the information, when the customer established new service last year a deposit was assessed due to an unpaid prior balanceThe deposit was cancelled when the customer placed the balance on a cold weather rule payment arrangement in November This arrangement defaulted in July due to a missed paymentAfter verifying benefit of service with a social security trace, an unpaid balance in the spouse's name for service at a previous residence was transferred inCurrently the account is eligible for a new cold weather rule payment arrangement with installments; however, an initial payment of 50% of the balance is required to establish the arrangementThe customer's balance is for service usage only as a deposit has not been reassessed

In reviewing the information, the customer's meter was changed out on 07/08/due to a bad TOMM (Transmission Only Meter Module); however, the meter itself continued to record the actual usageThe recent usage recorded on the new meter and billed on 07/24/is comparable to the previous bill mailed on 06/23/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

In reviewing the information, due to slow payment history a disconnect notice was mailed and collection calls were madePayment was not received and the customer's service was disconnected Upon receipt of payment that evening, an order was issued to reconnect We attempted to reconnect the next business day; however, the meters were in a locked room and we could not locate maintenance to give us accessIt is the property owner's responsibility to ensure that we have access to our equipment at all times The service was reconnected the next business day when we were able to gain access Due to the disconnection for non payment, a letter was mailed advising the customer a deposit (twice the customer's average bill) was assessed as a security precaution The deposit will not be removed

In reviewing the information, the service at the property was disconnected for non payment. When we received the request for new service, a successor investigation was initiated because the person calling to place the service in their name is related to the previous customer of... record. Upon review of the information he provided and a conversation with the owner, an order has been issued to verify the property is vacant. Once we can confirm the property is vacant and payment is made towards an old balance in his name, an order can be issued to reconnect for the new customer.

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

March 2, 2018 RevDex.com Open Date: 02/21/2018 Complaint ID #: [redacted] ... Account #: [redacted] Customer Name: [redacted] Service Address: [redacted] E St Louis, IL 62207 The customer’s complaint is in regard to account balance. Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information. # [redacted] Ameren Illinois records indicated [redacted] established natural gas and electric service at [redacted] St, East Saint Louis IL 62207, on 03/17/14. The service remained in Ms. ***'s name until 07/09/15. Ameren Illinois issued a final bill in the amount of $1,255.85 due 08/05/15. On 02/07/17, Ameren Illinois received a partial payment of $75.00. On 03/02/17, Ameren Illinois transferred the final bill balance to account number [redacted] . # [redacted] Ameren Illinois records indicated [redacted] established natural gas and electric service at [redacted] St, East Saint Louis IL 62207, on 08/24/15. The service remained in Ms. ***'s name until 04/05/16. Ameren Illinois issued a final bill in the amount of $1,405.87 due 04/29/16. On 06/14/17, Ameren Illinois transferred the final bill balance to account number [redacted] . # [redacted] Ameren Illinois records indicated [redacted] established natural gas and electric service at [redacted] St, East Saint Louis IL 62207, on 03/02/17. The service remained in Ms. ***'s name until 08/10/17. Ameren Illinois issued a final bill in the amount of $1,647.09 due 09/06/17. On 01/08/18, Ameren Illinois received payments totaling $569.00 ($391.00 + $178.00); leaving a final bill balance remaining of $1,078.09 ($1,647.09 - $569.00). On 02/15/18, Ameren Illinois completed an identity theft investigation and mailed an "Identity Theft Investigation Closed" letter outlining the following: Per County records, Ms. [redacted] is listed as the "Owner" of [redacted] St, East Saint Louis Ms. [redacted] had three separate accounts in her name at [redacted] St, East Saint Louis and applied for and received LIHEAP for each account Ameren Illinois has determined that Ms. [redacted] is responsible for the balance of $1,078.09 which now resides on account number [redacted] . 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] ***

Initial Business Response / [redacted] (1000, 5, 2015/06/03) */ This is a non-residential service and the account has been active since Recently, the customer called to question a lighting charge on the church account and wanted to let us know he does not think the church has oneWe advised the account has been billed for a dusk-to-dawn light (separate line item on the bill each month) associated with the premise since and a field check was issued to verifyUpon investigating, our field personnel could not locate a light at the location and the premise information for the property was updated to stop the billing for the lightWe have no records indicating when or why the light might have been removed; however, per our approved rules and regulations relating to an overcharge on a non-residential account, the lighting charges were credited for the maximum of months

Initial Business Response / [redacted] (1000, 5, 2015/12/15) */ In reviewing the information, the customer recently called to place service in her nameAn unpaid balance from a previous address in her name and social security number was transferred in and a deposit was assessedAt the customer's request to dispute the transferred balance, the charges were suspended for days and an identity theft packet was mailed for her to complete and return with supporting documentation as a social security trace did not verify she was a minor at the time the balance accruedAs a courtesy the deposit was waived with the understanding it could be reassessed at a future date based on the customer's payment history

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 account balance under the customer's mother's name has been paid in full A message was left for the customer on 08/19/advising him to call to place the service in his name We have not yet heard back from him This issue was also investigated by the Missouri Public Service Commission

Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ In reviewing the information, the customer's cold weather rule payment agreement defaulted in July when the monthly bill amount was not paid in fullUpon receipt of recent payments, a new non cold weather rule payment arrangement was recently established voiding the disconnect orderThis issue has also been investigated by the Missouri Public Service Commission

In reviewing the information, the customer called on 06/02/to establish new service at a residence that had been disconnected on 05/23/ The customer stated he purchased the property on 06/01/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/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 $will not be removed

September 29, Revdex.com Open Date: 09/25/ Complaint ID #: [redacted] Account #: [redacted] Customer Name: [redacted] Service Address: [redacted] Augusta, IL 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 on 10/03/(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 $due 09/29/ 09/23/@ 10:a.m., Ameren Illinois issued an automated collection call regarding $due 09/29/ The call was returned "Live Answer." 10/03/@ 10:a.m., Electric service was disconnected due to non-payment 10/03/@ 12:p.m., Electric service was reconnected based on payment received of $ A deposit of $was assessed to the account to bill in 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 (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 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 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 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 cc: [redacted]