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Ameren Reviews (361)

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

Initial Business Response /* (1000, 5, 2015/05/15) */
In reviewing the information, the customer established service with us on 12/01/At that time, an unpaid balance from a previous account under the same name and social security number was transferred and included as a balance due on the
first bill mailedPer our records, the transferred balance was not disputed and payment was received in full on 01/10/

In reviewing the information, the current customer's service was recently disconnected for non payment. That same day, the owner called to let us know the current customer is still residing here; however, his son, who is currently living with the tenant, would like to have the service
reconnected in his name . During this call, the owner also explained the service needs to be reconnected because the well serviced by this meter also services another home. Per a social security trace verifying benefit of service and owner admitting a second home is serviced by the well on this account, the successor request was denied as payment will be required before we will reconnect service

In reviewing the information, a switched meter issue (customer was being billed for usage at another unit in the building and the
other unit was being billed for the customer's usage) was found on 05/19/and the information was forwarded to our Customer Accounts Department for rebilling purposes. Per our tariffs, the customer's account was rebilled for a month period to reflect the actual usage recorded on the meter at his residence. A corrected bill and letter explaining the situation has been mailed. The customer's account is eligible for a month payment arrangement if he will contact our Customer Call Center at *** to discuss

In reviewing the information, a section of fence was removed to gain access for the back yard lift to remove a tree. During the fence removal some boards were damaged and the section was replaced with new fencing. We met with the customer this morning and are working directly with him to
resolve the issue

Initial Business Response /* (1000, 5, 2015/09/09) */
In reviewing the information, the customer's account balance has accumulated due to missed or partial paymentsArrangements have been made; however, they default when the monthly bill amount is not paid by the delinquent dateOn 09/01/we
received a customer payment in addition to an energy assistance pledge and the remaining balance was placed on a non cold weather rule payment arrangement which voided the disconnect orderIf the customer has record of payments that have not been credited to her account, we ask that she fax proof of the payments to X-XXX-XXX-XXXX so that we may review

In reviewing the information, the customer currently has a credit balance on the account due to an energy assistance pledge overpayment. A supervisor spoke with the customer on 11/18/and explained the credit balance on the account. The energy assistance credit will remain on the
account and apply to future billing as we do not refund a credit that results from a pledge to the customer

In reviewing the information, the customer's previous account balance has been transferred back to the original account as his mother cannot be held responsible for his previous bill. We apologize for any inconvenience this may have caused

In reviewing the information, we were able to verify a rebate was issued to the customer in June and mailed to the address he provided. Because the rebates are issued through a third party, the customer will need to call *** at 1-*** to report a lost or stolen card and
request that it be replaced

In reviewing the information, two payments were received on 08/18/and an order was issued to reconnect the customer's service. On 08/23/we received notification one of the payments was returned for insufficient funds; therefore a returned payment fee of $was assessed. This
charge will not be removed

In reviewing the information, we had a crew working at this location over the last two weeks and expected to finish the work earlier this week. Unfortunately, the crew had to be pulled off the job to address a significant emergency on 09/26/17. Our crew is back on site and we understand
the importance of completing this work as soon as we can

Complaint: ***
I am rejecting this response because:
This is the same rhetoric I received from them when I called to complainThey don't make mistakes and it is the customer who is at faultThey never called and I never received a disconnect notice for the 24th
Sincerely,
*** ***

In reviewing the information, we spoke with the customer on 08/05/and the account was removed from paperless billing at her request during the call. A new bill was mailed on 08/08/and we received payment on 08/24/16. We have not had any contact from the customer since 08/05/and
consider this issue resolved

Initial Business Response /* (1000, 5, 2016/01/05) */
In reviewing the information, the customer called regarding her usage in September At her request the meter was tested at 99.81% accuracy verifying the usage billed was correctThe account has been on Budget Billing (average bill
payment option) since it opened in December of and the month equalization has always occurred on her December billingWe advised the customer it would be okay to make a partial payment since the account was not in collections, however, late fees do apply to any unpaid portion after the delinquent date as indicated on each monthly billThe customer has since been advised to call when she receives the next bill and any late fees will be credited as a one-time courtesy

Complaint: ***
I am rejecting this response because: it's not let responsibility to pay a bill were I didn't live at or use serviceIt was discussed they said nothing changed with switch just back datedIs there a way All calls in May can be sent to me also
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/19) */
In reviewing the information, we have no record of the customer contacting us regarding this issueA field order has been issued to investigate in an effort to resolve the situation with the customer
Initial Consumer Rebuttal /* (2000, 7,
2015/06/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

In reviewing the information, we have no record of the customer calling to close the account in her name. Although the customer may not have been residing at the location we have copies of three refund checks mailed for payments made to the address in question that were cashed with
her signature last year. At this time, the unpaid balance is under review to try to determine who is responsible. This issue is also under investigation with the Missouri Public Service Commission

In reviewing the information, the customer established new service on 01/10/17. At that time, text alerts were set up with the telephone number the customer has provided on the complaint and an unpaid balance from her previous account was transferred inPer our records, a disconnect notice
was mailed to the service address on 02/21/and a collection call was made on 03/03/17. Due to non payment, the service was disconnected on 03/07/17. We spoke with the customer to advise payment is needed for reconnection and text alerts was set up for future notifications. Per our records, a payment was received today (03/10/17) and an order has been issued to reconnect the service

In reviewing the information, a tree service contacted Ameren on 05/01/to request a service drop for the customer's address. This line drop was scheduled for 05/30/between AM and 10AM. The customer's line was dropped on 05/30/at approximately 9:AM. Unfortunately, the
tree removal took the majority of the day to complete and we did not receive the request for reconnect until 4:PM. At that time, a reconnect order was issued and based on workload, was completed at approximately 4:AM on 05/31/17. Ameren makes every effort to reconnect the service as soon as possible upon notification the work is complete; however, these issues are addressed in the order they are received. We apologize for any inconvenience

In reviewing the information, the payment received was submitted through a third party vendor. The payment received paid the account balance in full. Because this was not an overpayment, Ameren will not issue a refund. The customer will need to contact her bank to discuss options
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Address: 1901 Chouteau Ave, Saint Louis, Missouri, United States, 63103-3003

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