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]

Initial Business Response / [redacted] (1000, 6, 2015/08/31) */ Ms [redacted] also filed the same complaint with the Illinois Commerce CommissionThe following was sent in response: The customer's complaint is in regard to damages Ameren Illinois Response Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information Ameren Illinois crews performed restoration work due to a July 28, storm that included Ms [redacted] 's serviceHer property is very heavily overgrown with vegetationA large tree limb broke from the top of a tree and had fallen during the stormIn addition to falling into the Ameren Illinois line, the broken limb also fell into Ms [redacted] 's shedPicture shows the broken tree limb In order to restore service, the electric troubleman trimmed small tree limbs from open wire service so that he could energize the transformer that was tripped from the tree falling into open secondaryThe troubleman performed this work from the alley way in the rear of the propertyPicture shows the size of limbs that were trimmed out of the secondary; this is not the same tree that caused damage to the customers shedMs [redacted] had meter base damage and the service was unable to be energized that day On July 29, Ameren Illinois personnel arrived to reconnect the serviceAt that time, Ms [redacted] requested the line crew to cut down a different tree that was ain the middle of the backyardThis tree was approximately 3" in diameter and 20' tall; the crew cut the tree to approximately 3' off the ground to avoid further interference It is the position of Ameren Illinois that the third-party claims administrator appropriately denied Ms [redacted] 's claim for damage to her backyard shed Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed Thank you, Ameren Illinois Regulatory Affairs

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]

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, 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 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, 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.

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.

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, 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.

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

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

In reviewing the information, the customer established new service on 07/25/and at that time, an unpaid balance from a previous account under his name and social security transferred in an attempt to collect. Due to non payment, a disconnect notice was mailed on 08/29/17. We spoke
with the customer and explained the account is eligible for a non cold weather rule payment arrangement; however, he declined. The service was disconnected for non payment on 09/12/and the customer called to close his account on 09/20/stating he had moved out. We do not offer payment arrangements on the balance after the service has been disconnected for non payment

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,
*** ***