Ameren

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]

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]

Initial Business Response / [redacted] (1000, 5, 2015/06/12) */ In reviewing the information, the customer's service was disconnected for non payment on 06/09/The balance was paid and service was restored the same day

In reviewing the information, the customer has been billed for actual usage recorded on the meter while the service was in his name The customer closed his account on 04/29/and usage since has been at a minimum The customer has been provided with payment options as the bill will not be adjusted

Initial Business Response / [redacted] (1000, 7, 2015/10/27) */ October 27, Revdex.com Open Date: 10/08/ 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 claimAn Ameren Illinois SrClaims 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]

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

In reviewing the information, the customer called to request service at an address where service is off stating he recently purchased the property When we were unable to access any credit information with the social security number provided, we asked the customer to fax in his picture ID, social security number and proof of purchase for review for verification We have received his picture ID and social security number but will still require proof of ownership before service can be placed in his name The customer was advised of this information yesterday and stated he would be faxing the information to us for review

Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ In reviewing the information, the customer recently established new servicePer a social security trace verifying benefit of service, an unpaid balance in an associate's name was transferred to her accountThe customer has been advised to provide proof of residency to dispute the transferred balance

In reviewing the information, the customer established service on 08/15/12. Per our records, we did not receive a request to close the account or a forwarding mailing address; therefore,the service remained in his name until 09/04/13 when a new tenant called for service. This is an issue... the customer will need to work out with his previous landlord as Ameren will not get involved. The customer recently called to request new service effective 06/16/17 and the unpaid balance will transfer to the new account. A non cold weather rule payment arrangement will be an option if he will contact our Customer Call Center at [redacted] to discuss.

Initial Business Response / [redacted] (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'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

In reviewing the information, our Forestry Department will patrol the lines in the area to determine if there are areas that may need to be trimmed before our next maintenance cycle tree trimming. We have attempted to contact the customer; however, there was no answer or option to leave a... message.

Initial Business Response / [redacted] (1000, 6, 2015/11/03) */ November 3, Revdex.com Open Date: 10/23/ Complaint ID #: XXXX-XXXXXXX Account #: XXXXX-XXXXX Customer Name: [redacted] Service Address: [redacted] W [redacted] Peoria, IL XXXXX The customer's complaint is in regard to payment agreements 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] Blvd., [redacted] Peoria, on 08/24/(Ameren account number XXXXX-XXXXX)There is no gas service at the property Ameren Illinois provides the following sequence of events pertaining to the complaint: 10/09/Ameren Illinois sent a non-pay (cash only) 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 serviceMr***' deferred payment agreement defaulted because payment was not received by the previous bill's due date of 10/02/This agreement was established on Mr***' prior account number XXXXX-XXXXX for service at [redacted] Unit [redacted] Peoria, and subsequently transferred to his new account for service at [redacted] Blvd., Unit [redacted] 10/19/An Ameren Illinois representative advised Mr [redacted] his account was eligible for a new deferred payment agreement or an extensionMr [redacted] asked for a new payment agreementThe representative advised Mr [redacted] about the terms of the agreement, which provided for a down payment of $by 10/21/and nine installments of $(final installment $51.27)Mr [redacted] agreed to these termsThere was no further discussion about an extension 10/21/The deferred payment agreement was not set up because Ameren Illinois did not receive the down payment of $by 10/21/as agreed 10/22/at 7:a.mMr [redacted] requested an extension because he had been unable to come up with the $needed to set up a deferred payment agreementAn Ameren Illinois representative advised him that no other options were available Mr [redacted] was subsequently advised by two more representatives (at 7:a.mand 7:a.m.) that no options were available 10/22/at 7:a.mMr [redacted] reported a gas leak at the propertyWhen an Ameren Illinois representative requested details about the leak, Mr [redacted] ended the callAt 8:a.m., an Ameren Illinois gas technician arrived at [redacted] and found no gas leaks 10/22/at 10:a.mElectric service was disconnected for non-pay 10/22/at 12:p.mMr [redacted] stated he would reconnect the service and continue to report gas leaks Payment arrangements must be made by the date indicated on the non-pay disconnection notice, in this case by 10/21/Mr [redacted] made arrangements on 10/19/(which he clearly accepted)These arrangements were not kept, and the service was disconnected for non-payment On Oct28, 2015, an Ameren Illinois representative contacted Mr [redacted] to discuss the serviceMr [redacted] stated there are no medical issues in the house that require electricity which would qualify the account for a medical certificate A cash payment of $is needed to reconnect electric service The electric meter is offAmeren Illinois gas technicians will not turn on the electric meter if Mr [redacted] reports further gas leaks Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed Thank you, Ameren Illinois Regulatory Affairs [redacted] Main [redacted] Decatur, IL XXXXX cc: [redacted] ***

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

Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ In reviewing the information, due to a slow payment history, disconnect notices were mailed to the customer's address on 05/09/and 05/13/There was no contact from the customer and the service was disconnected for non payment on 05/27/ Due to the disconnection for non payment, a deposit was assessed and a reconnect fee has been chargedThe deposit and reconnect fee will not be removed

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

In reviewing the information, the service at [redacted] was disconnected for non payment on 08/29/ 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 / [redacted] (1000, 5, 2015/10/22) */ In reviewing the account information, the customer called regarding high bills in January The meter at the residence was tested at 99.86% accuracyWe have advised the customer the account has been billed for actual usage and billing will not be adjustedThis issue has been investigated by the Missouri Public Service Commission

Complaint: ***
I am rejecting this response because: They are calling a number I no longer haveI have told them times my new # is *** *** *** and they can't seem to fix that problem eitherthe power lines in question have been like that for over a yearthe next trim cycle is not acceptable
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/22) */
In reviewing the information, a balance has transferred to the customer's current account per a social security trace placing him at the previous addressIn order to dispute this balance the customer will need to contact our Customer Call
Center at X-XXX-XXX-XXXX to discuss the documentation required to start the dispute process