Ameren

In reviewing the information, the customer called on 10/22/to report her lights went out when a tree fell in the alley. The fallen tree was cut away from our equipment only to the extent necessary to restore electrical service and repairs were completed. Ameren does not remove debris
due to storm damage or power restoration efforts and is not responsible for any damage that occurred when the tree fell

Initial Business Response /* (1000, 5, 2016/01/22) */
January 22,
Revdex.com
Open Date: 01/15/
Complaint ID #: XXXX-XXXXXXX
Account #: XXXXX-XXXXX
Customer Name: *** ***
Service Address: *** *** ***
Bath, IL XXXXX
The
customer's complaint is in regard to a service outage
Ameren Illinois Response
Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following information
Water levels were as high as 2-feet over the road which prevented a Utilityman from getting close enough to determine the cause of the outageWater levels continued to recede but a thick coat of ice remained on the road preventing vehicle access to this particular area
A road commissioner had previously attempted to use a tractor and blade to clear ice so we could get a truck into this area, but his tractor slid off into the ditchDuring the outage we had daily updates from the commissioner as we waited for conditions to improve to where we could gain access to the area
On 1/14/the commissioner was able to clear a way for a Utilityman to gain access and assess the damageA 60' tree had become uprooted and fallen onto one of our spans which snapped the primary
Crews were able to repair the line after gaining access to the area on 1/14/All customers in the area were back in service on 1/14/
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 /* (1000, 5, 2015/11/24) */
In reviewing the account information, the service at this commercial property was disconnected for non payment on 08/21/Due to the collection status of the account, when the current customer called to place service in his name the successor
request was investigatedWe discovered the new customer was subleasing from the actual tenant/customer of record and due to benefit of service; payment was required for reconnectionThe remaining balance was transferred in to the new customer's account and a deposit was assessedAs a courtesy, the deposit was removed; however, based on future payment history could be re-assessedThe customer will need to work out the issue of payment responsibility with the previous tenant as Ameren will not get involved

In reviewing the information, the owner's request for service was denied when she admitted she had been residing at the property with the tenant as we will not change names on the account to avoid a bill. Since our conversation with the owner, the service was reconnected in the tenant's
name when he called to let us know he is not moving out of the property. We consider this issue resolved

Initial Business Response /* (1000, 5, 2015/11/05) */
November 5,
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 *** *** established service at *** *** *** *** on 7/19/(Ameren account number XXXXX-XXXXX)Bills and notices are mailed to the service address
Ameren Illinois provides the following sequence of events pertaining to the complaint:
09/15/Ameren Illinois sent a non-pay disconnection notice in the amount of $The notice extended the previous bill's due date from 9/8/until 9/25/for receipt of payment to ensure service
09/28/at 9:a.mElectric service was disconnected for non-pay
09/28/at 4:p.mElectric service was reconnectedAmeren Illinois assessed a deposit in the amount of $
Ameren Illinois strives to be consistent with all customers regarding the assessment of deposits pursuant to the provisions defined by the Illinois Administrative Code Title 83, Section 280:
Section 280.60(e) Present Customers
A present customer whose service is discontinued becomes
an applicant for service subject to the provisions of Section
herein for purposes of reconnection of his/her service
Section 280.50(a) Applicants for Service
If, after a review of its own past service records, a utility finds
that an applicant for residential service has failed to pay for
past due utility service for the same class of service furnished
to him/her at the same or at another address, a utility
may refuse to provide service, unless the applicant, at the
option of the utility, pays any past due bill and/or provides a
deposit pursuant to Section
Section 280.70(c)(1)(A) Deposits
In the case of gas utilities and electric utilities, no utility shall
request a deposit from an applicant for residential service or
from a residential customer in excess of 1/of the estimated
annual charges for service for the applicant or customer
computed at the net rate for that class of service
The deposit of $will remain on the account and is being billed in three installments
Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed
Thank you,
Ameren Illinois

Initial Business Response /* (1000, 6, 2015/08/19) */
In reviewing the information, the customer called to request service effective 12/12/Our next contact with the customer was on 03/28/regarding payment arrangementsThe account in her name was closed effective 06/10/when a new tenant
called to start serviceOne payment has been received on the account; however, it was not in the amount of $Recently the customer called to request an activity statement showing dates of service and the amount of monthly bills stating she was going to contact her roommatePer our records, we did not receive a request to close the account; therefore, the customer will need to work this issue out with the roommate or landlord of the property as Ameren will not get involved

In reviewing the information, the customer has been billed for actual usage at his residence. Recently an unpaid balance for a previous account in his spouse's name was transferred to his current account in an attempt to collect. Due to a social security trace verifying benefit of
service, the customer has been advised the transferred balance will not be removed and a payment arrangement has been set up

Complaint: ***i never denied owning the property. Granted when those account was set up I was not leaving in the property. And again if I got services at the address in under my social please send me original documents. The argument is that you guys transferred a balance in my name that wasn't minesThe house was my aunts we have got medical service their since my son been bornThat proves absolutely anything but we used it as a billing address. That's my medical reports and you are violating hippaThere is no reason that Sneer should have anything to do with from whom or where I receive medical assistantSecond when you guys transferred that balance into my name of course I got assistant YOU put it in my name. If I have to get a attorney I will. I am not paying for services that I did not set up or use. We can settle this by sending me the original contract from 3/and this would be settledTheir fraud going on this large company transferred a balance to my account. If I had a previous account under my name and social I would not be able to get service until that was satisfiedSo tell my how that happened if I had a past balance
I am rejecting this response because:
Sincerely,
*** ***

Ameren Missouri***Business Customers:***7:a.m- 5:p.m/ M-FPayment Mailing Address: Ameren Missouri ** *** *** Chicago, IL 60680-

In reviewing the information, the customer was automatically blocked from making payments online when a payment she submitted was revokedThe block has since been lifted and the customer has been notified

In reviewing the information, the customer's account number changed when the dusk-to-dawn light was added to the premise. While setting up the new account, an old address associated with the original customer record was used in error. The address has since been updated and late fees were
removed. We apologize for the inconvenience

In reviewing the information, the electric service and dusk-to-dawn light associated with the customer's residence was placed in her name effective 01/30/16. In listening to the telephone call from the customer on 01/29/we specifically asked if she wanted to keep the dusk-to-dawn light on
and explained the charge would be approximately $per month. She agreed to keep the light on and the charge has been a separate line item on her bill each month. We have explained the lighting charges will not be credited; however, we will remove the light at her request so that she is not billed in the future. She has not yet requested the light be removed

In reviewing the information, the customer received an energy assistance pledge on 06/26/and the remaining balance was placed on a non cold weather rule payment arrangement to bill in three installments. We have advised the customer the amount pledged will not be deducted from her account
balance until we actually receive payment for the pledge from the agency

Complaint: ***
I am rejecting this response because: I would like to see the bill as of April 30, And why did this take years?
Sincerely,
*** ***

In reviewing the information, we have no record of the customer calling to close his account; therefore service remained in his name until the landlord called to accept responsibility on 07/23/14. The unpaid balance on this account is for the service from 04/09/through 07/23/and was
turned over to a collection agency in an attempt to collect. If the customer wishes to dispute the disconnect date, he will need to work this out with the landlord as Ameren will not get involved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

In reviewing the information, we spoke with the customer on 08/30/regarding his recent usage. We explained there is an AMR (Automated Meter Reading) module on his meter that is sending us good daily meter readings and therefore, we no longer need to retrieve monthly manual readings.
We also explained the recent billing included the usage in July and the next bill will likely be lower since we have been experiencing cooler temperatures. Per our records, the customer's recent usage is considerably lower than previous year's use and there does not appear to be an issue with the meter

In reviewing the information, the customer called to report that she thought her neighbors were stealing electric from her by plugging into her outlets in the basement. The customer was advised to contact her landlord or local police to report the theft and seek restitution as
Ameren would not have any authority in this type of situation. Per our records, her recent usage has actually been lower than the previous year's use. This issue has also been investigated by the Missouri Public Service Commission

The customer's complaint is in regard to a refund
Ameren Illinois Response
Ameren Illinois conducted a thorough investigation of the subject complaint which revealed the following sequence of events and information
Ameren Illinois records indicate *** *** established natural gas
and electric service at *** ** *** *** *** on Apr1, (Ameren account number XXXXX-XXXXX)
Effective Jan30, 2012, the account was set up on Ameren Illinois' Direct Pay program, meaning that payments were automatically debited from Mr***' bank account on the bills' due dates
06/09/Ameren Illinois sent a bill in the amount of $60.69, due June 30, The bill covered the period between May 6, and June 7,
06/29/Ameren Illinois received an online payment of $
06/30/An automatic debit of $was made from Mr***' bank accountAlso on June 30, 2015, Ameren Illinois received a request from Mr*** to remove the account from the Direct Pay program
07/01/Service was finaled in Mr***' name when another occupant/owner requested the service
07/07/Ameren Illinois sent the final bill in the amount of $This amount was calculated as follows:
$Balance on bill dated 06/09/
-$Payment received 06/29/
-$Payment received 06/30/
+$Electric supply 06/07/to 07/01/
+$Electric delivery 06/07/to 07/01/
+$Gas service 06/07/to 07/01/
=$
Mr***' duplicate payment of $was applied to his final bill, leaving a remaining balance of $Ameren Illinois is unable to refund Mr***' overpayment received in June because the account no longer has a credit balance
Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed
Thank you,
Ameren Illinois
Regulatory Affairs
cc: *** ***

Initial Business Response /* (1000, 7, 2016/03/10) */
In reviewing the information, the customer's account was rebilled due to a stopped meter issueAlthough the customer had not been billed for any usage since September 2014, upon discovery in July and per our tariffs, the account was
rebilled for months usage based on the customer's previous year's useThe balance was placed on a payment arrangement; however, the arrangement defaulted when the terms were not keptDue to missed or partial payments disconnect notices were mailedThe disconnect order was voided when the customer established a new payment arrangement on the balance