Complaints

This profile includes complaints for Ameren's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Ameren

  1901 Chouteau Ave Saint Louis, MO 63103-3003

  
• 

  Ameren

  PO Box 66875 Saint Louis, MO 63166-6875

• 

  Ameren

  500 South 27th Street Decatur, IL 62521

• 

  Ameren

  Springfield, IL 62702

• 

  Ameren

  9823 Mackenzie Rd Affton, MO 63123-5424

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Payment sent on 7/8/2023 and completed on 7/10/2023 made through my insurance company. It’s hot outside and I made a payment arrangement so electricity would not get cut off. I paid today 57 dollar the remaining arrangement balance but they still will cut off electricity due to they have not got the payment yet. I asked for supervisor hoping to get help due to I am in a hospital bed and need electric and also don’t have the money to make an extra payment. The supervisor ***** called 7/11/2023 at 4:09 PM and told me he was a call center supervisor and had had no one above him when he provided me any help and told Me that the utility assistance was not an acceptable form of payment. Would not not let me speak with anyone else or provide corporate number for me. Due to I will have to borrow money to pay balance due on account. To avoid being in the house without electricity I would like the 100 dollars I sent to pay agreement, I was told is not acceptable refunded according to your supervisor ***** but when I talked to Tom today he didn’t state that. He also told me that when he saw my account nothing on it said I was in a hospital bed, I did think I have to I for them that I was disabled and in hospital bed. I’m
  Hoping we can resolve this issue with out me having to contact lawyer due to there is not notice that I can’t pay with until it’s assistance that is through my insurance

  

  Business Response

  Date: 07/18/2023

  In reviewing the information, the payment in question of
  $100.00 had not yet been received when the customer called and spoke with an
  advisor on 07/11/2023. Our records reflect the payment posting to the account
  on 07/13/2023 and other additional payments posting to the account from 07/12/2023
  to 07/14/2023. The service is not currently in danger of interruption. The
  current remaining account balance is not past due at this time.

  Customer Answer

  Date: 07/18/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  You only stated that my payment had not posted when I called  but has now posted which I know and that my account is not in jeopardy of being disconnected. I requested a refund due to your agent ***** on 7/11/2023 at 4:09 PM  claimed he was a supervisor told me that my payment of 100 dollars made through my insurance company was NOT an accepted form of payment. No where in your response was any of that addressed and agian that is also not stated on your website. Your response only stated that  additional payments posting to the account from 07/12/2023 to 07/14/2023. The service is not currently in danger of interruption. The current remaining account balance is not past due at this time. Not an acceptable response due to nothing I asked or stated about your employee was addressed. I was told that was not an acceptable payment and want the 100 refunded no one has money to throw around and I had to not pay a bill due to I had to make extra payment. My arrangement was  for $156.65 and you all got $256.65 due to I was told I can’t pay with the money from the insurance company that was clearly cashed. I didn’t even receive an apology for your agent giving out information that seems to be  false do to you all have now took that payment on top of me pay the correct amount for the payment arrangement I had. And I say seems to be false due to you didn’t address about the information I was giving from my last phone call. 

  
  Sincerely,
  
  
  
  ***** *********

  

  Business Response

  Date: 07/25/2023

  In additionally reviewing the information, the customer was
  advised the payment in question was not showing at the time of the calls on
  July 11th. Upon further discussing how the payment had been submitted with the
  customer, the customer was advised the payment could take several days to
  process due to how it had been submitted (third party) as we were not
  able to verify the payment at that time.
  
  A Supervisor additionally spoke with the customer and advised
  they would review the prior call for possible coaching opportunities as the
  customer indicated they were unsatisfied with the previous advisor. The payment
  was discussed, and the supervisor indicated that the payment in question was
  not a normal acceptable form of payment and could take up to 10 days to
  process.
  
  In additionally reviewing the customers refund request, the
  account does not currently have a credit balance, so a refund is not able to be
  issued.
  
  Payments submitted online through our website or by phone,
  are able to be verified shortly after. If a payment is submitted through a
  third party (non-partnered), the payment information is unable to be processed
  until the information has been received. 

  Customer Answer

  Date: 07/26/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: there is no sincerity, empathy, compassion and ownership in the response for your supervisor being incompetent and giving out incorrect information. I don’t know what you heard but ***** stated that the payment was not acceptable he did not  
  
  indicated that the payment in question was not a normal acceptable form of payment and could take up to 10 days to process. He flat out told me it was not an accepted from of payment, there is a difference and I can understand if he had told me what you all claim he did. My daughter had to give me money that other payment of  100 dollar magically processed the next day after my call. I spoke to 3 men and only one who was kind said that the pmt could take 10 days to process and I asked for supervisor due to my light were going to be cut off if my arrangement was not met despite me making the payment of the correct amount as you have seen. And my arrangement was for less than what was received.  Once again I didn’t even get  an apology to show that you have empathy with your customers when your agents are in the wrong. I pray the Lord   teaches you what  kindness and understanding is because your response is not one of  a company that respects their customers wanting to build lasting relationships it’s a response of someone who works for a big company. 

  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:07/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the last year and prior to it. Ameren has taken advantage of myself and members of my household whom are disabled and living on a fixed income.
  Since January of 2023 I have been paying for my electric bill. Using my health insurance allowance. Therefore, there is a third party involved and keeping record of all my payments that I have made on my account. During this time period from January to the current bill period. I have been over paying the required amount of the bill to accumulate a credit amount to be used at the time set at discretion. As explained to me on recorded phone calls repeatedly by either a representative or supervisor for the company.
  Instead of applying the credited amount to my current amount due as a deduction. They have blatantly added this amount to my account. On top of my current charges. For example for June I paid $125.00 for a bill that was only$97.63. Leaving me a credit of $27..40. That particular bill was due on 06/15/2023. They received payment on 06/14/2023. I then received a bill due by 07/15/2023 for $108.82 which I paid on the 6th of July. Now I have another bill due by 07/28/2023 and in between the two a bill request for $136.00. Utility bills are due once monthly. I have paid every bill balance to zero every month this year. Then as of 07/07/2023. A representative admitted after sending me my account payment chart via email. That showed no credits applied at all. My credit was on my bill statement listed as ADDITIONAL CHARGES. CHARGES NOT DEDUCTIONS! However, I have paperless billing and receive email communication. Which I have kept all record of for evidence and personal purposes. Emails verifying my credited amount. I am filing an informal & formal complaint with the ******** ********* **********. As I previously did in 2022. To which no sufficient or through investigation took place. I was never asked for my evidence at all. I am also reaching out to the ADA and FCC. I contacted my attorney and the news.

  

  Business Response

  Date: 07/31/2023

  The account at **** ****** ** **** *** ***** ***** ** ***** ended with a credit balance which was transferred to the new account on 07/13/2023. Due to this being a public site, we are unable to list specifics but have verified that all payments you listed have posted and that the final balance was a credit. 

  Customer Answer

  Date: 08/13/2023

  I have responded to all communications from the BBB in regards to my complaint. I was asked to provide the address for the complaint filed. I am legally blind and if I somehow missed a communication of any sort. I did ask for a telephone communication to be made. I have also contacted the ******** ******** ********** in regards to the issues mentioned in my complaint against Ameren. My complaint number is ********.

   

  Please contact me by via phone call at the following telephone number:

  **************

  You can also leave a message with my Authorized Representative at the following telephone number:

  **************

  I will be informed through him of your call. I would like to continue on with my complaint. I am not satisfied or aware of any attempts by the company. To remedy the situation. In fact the issues are progessing and continuing on.  A's reflected in and on my account. I would like to reiterate. I and other members of my household are disabled.  One of which relies nightly on the use of a C-Pap machine. Thank you in advance for your help with the situation at hand. I pray you understand the totality and effect of the situation fully in regards to our health and well-being with our home and business. As my condition and upcoming surgery requires me to be at home and work from home to maintain our meger fixed income limits. Service's from Ameren for our electric service is vital to our survival. Without which we could not do.

   

  ******* ******

   

   

   

   

• Initial Complaint

  Date:07/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ameren was in my neighborhood on 6/2/2023 installing "smart" meters on the houses in the neighborhood. I called Ameren and recorded the call stating that I did not want the smart meter and told them to not come on my property to install. The agent from Ameren was stating she had to schedule a time to have it swapped back. I went back and forth with the agent who was trying to charge me an "opt out" fee before finally ending the call thinking that they would at least not install the meter. I get an automated message from Ameren on June 3rd 2023 stating that they will be coming to swap the meters on June 6th. I went outside and looked and found that they indeed did, against my wishes and demands, install a smart meter on my home. I called in immediately on Monday June 5th 2023 stating that I want the meter removed but I DO NOT accept any charges and I'm not opting out since I never opted in. I further stated, on a recorded line that I would only accept a change to the contract with Ameren and "opt in" if Ameren is willing to provide a insurance policy covering the increased risk of fire, health, and data. They came and installed the meter and I thought that would be the end of it. Instead they charged a $100 opt out fee on my bill. I want the $100 credited back on my bill and NO additional charges moving forward. I have the call recording from June 5th 2023.

  

  Business Response

  Date: 07/13/2023

  
  
  In reviewing the information, on
  06/02/2023 the customer called regarding the recently installed AMI Smart
  Meter. The customer indicated he did not want a smart meter at the residence.
  It appears there was some confusion on the call regarding the customer requesting
  to be grandfathered into the prior meter as the prior AMR meter (which also was
  previously transmitting daily readings remotely) is not the same as a Non Standard
  meter (opt-out option) which requires the meter to be manually read each month
  as there is no transmitter in the meter in comparison to the prior AMR meter
  that was removed and previously replaced with the recent AMI smart meter. The
  customer spoke with a leader regarding their concerns with the smart meter that
  was installed. The leader additionally advised the customer could opt-out of
  the smart meter to a Non Standard meter, but the applicable fees would apply.
  The customer indicated they agreed to the applicable charges and an appointment
  was scheduled.
  On 06/05/2023 – The customer called
  and advised he did not want to opt-in or opt-out. But wanted the smart meter
  removed and there was an order scheduled for the following day to change the
  meter. The customer disconnected the call while the advisor was reviewing the
  account. A Non Standard meter was installed on 06/06/2023. A Non Standard meter
  enrollment letter was additionally sent.

  
  Please be advised, the AMI smart meters are
  essentially the same as the analog meter with Automated Meter Reading (AMR)
  technology that the customer previously had on their home but with additional
  functionality that will enable us to respond to outages more quickly,
  communicate with customers during the restoration process, improve billing
  accuracy, reduce overhead costs related to the metering system, give customers
  more insight and control of their energy options and costs, and enable or
  enhance programs such as "time of use" rates and "peak
  time" rebates.
  
  Customer safety and data privacy are critically important to Ameren Missouri,
  and our AMI meters utilize ******* ************** ********** *****-approved
  technology. This technology is similar to Wi-Fi, Bluetooth and other wireless
  communication that is commonplace in homes, hospitals, schools, libraries,
  restaurants, businesses and public places. 
  
  We respect a customer's decision to "opt-out" of the AMI meter and
  would like to share the following information regarding enrollment in our Non
  Standard Metering service. As we transition to AMI meters throughout our
  service territory, there will no longer be the option to continue with the
  previously existing AMR meter, as that technology will no longer be
  supported.   
  There are no additional charges
  for installing the AMI Smart Meter as the prior AMR meter (which transmitted
  daily readings remotely) will no longer be supported.
  
  As previously indicated; the
  Non-Standard Meter option includes a $100.00 installation fee and a $40.00 per
  month meter read fee. Unlike our Smart Meter, the Non- Standard meter does
  not have the capability of sending readings and must be read manually. 
  These fees have been approved by our regulatory body, the Missouri Public
  Service Commission.
  
   Further information on our
  website: *****************************************************
  
  Due to the possible confusion
  (from the 06/02/2023 conversation) of the prior AMR meter being manually read
  instead of it already transmitting daily readings remotely and the Non Standard
  meter now being installed, a onetime courtesy credit has been issued in the
  amount of $100.00 in regard to the initial installation charge of $100.00. The
  customer should contact customer service at ###-###-#### if they would like to
  have an AMI smart meter installed at no cost or recurring monthly fee. If the
  customer chooses to keep the currently installed non-standard meter, a $40.00 monthly
  fee will continue to be charged to manually read the meter. 

• Initial Complaint

  Date:07/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We lost power in our home on Saturday, July 1, 2023 around 3:30pm. It has been 5 days of extreme heat with temperatures reaching in the 90s within our home, and our electricity still has not been restored. We have called Ameren numerous times, and no one has any idea regarding restoration of electricity to our home. We even took a ride in the car around our neighborhood to see if we could spot any Ameren employees to ask for a status update, and no one could be found. The lack of electricity is a health-related issue since my husband is a senior citizen (63 years of age) with asthma and he is having difficult breathing in our home. Ameren is a monopoly and needs to provide their customers with better communication regarding electricity restoration, especially considering these extreme temperature and the heath related issues that result from it.

  

  Business Response

  Date: 07/06/2023

  Approximately
  2,000 people are engaged to help restore power to our customers. We’ve safely
  restored 125,000 Missouri customers who were out of power due to the recent
  storm. Our records indicate that you currently have power. We apologize for the
  inconvenience this storm caused.

  
  When prioritizing restoration work, Ameren Missouri works to
  restore power to equipment that serves the greatest number of customers and to
  critical facilities.  Learn more about how we restore power: Power
  Restoration - **********. Once power is
  restored to critical infrastructure, we focus on getting the most customers
  restored in the quickest and most efficient manner. Crews begin with main lines
  – those that can restore power to perhaps thousands of people – and then move
  to lines that affect individual homes and neighborhoods.

  
  To ensure we can provide you with the latest outage update, we must have your correct phone number or email address. Please create or log in to your Ameren account online to ensure your contact information is correct.   
  Customers can check the status of their restoration at ********** or download the free Ameren app for updates as they become available. Sign up for alerts. Text REG to AMEREN (******) to start or visit Ameren.com/Alerts.  
  When reporting an outage, please use the phone number associated with the account.  Entering a number that is not associated with the account will create an error message. Customers can follow Ameren Missouri on Facebook and Twitter to get the latest information on what's happening with restoration efforts. Be aware of scammers asking for payment to restore your utility service. If something feels off, hang up or close the door and call us. If you have questions about your account balance, please call Ameren directly. 

• Initial Complaint

  Date:07/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been in contact with Ameren Missouri each day since our power went out on July 1, 2023 (going on day 5 today). I can fully appreciate the the extensive damage caused by recent storm is resulting in extended restoration times. I have not been contacting them regarding restoration of services. I have been contacting them regarding the assumed live wire down in my backyard. Not only is the wire down, but it was fully detached from our house, now leaving the stripped wiring fully exposed and laying directly on the only gate that allows access to our backyard. The other end of the line seems to be fully attached to main line and no one else in the neighborhood is without power causing me to assume there is a very likely chance electricity is still running through the line. I have been pleading with Ameren to take what I imagine would be 15-20 minutes to come by, confirm if the wire is live, and disconnect it from the main line if so. We have young children in our neighborhood that often use this gate and I’m deeply concerned for the safety concern it presents.
  
  I fully acknowledge the damage to our electrical box and weatherhead is our full responsibility to repair. Ameren Missouri has told me both to NOT have an electrician come out until they can assess the line, and they have told me I need an electrician before they will come out. I even had one of their representatives in response to a Facebook comment advise that the wire was not live. How irresponsible to provide such an assessment without physically checking the line or equipment. Another representative I spoke with suggested I call 911 to address the situation.
  
  Again, I fully appreciate the extenuating circumstances, but there is no excuse for such poor customer service, nor a lack of process to triage downed lines to confirm which are live and address them accordingly to prevent injury or further damage.
  
  Complaint was also filed with the ******** ****** ******** ***********

  

  Business Response

  Date: 07/12/2023

  We’ve safely restored 130,000 Missouri customers who were
  out of power due to the recent storm. We apologize for the inconvenience this
  storm caused. 

  When prioritizing restoration work, Ameren Missouri works to
  restore power to equipment that serves the greatest number of customers and to
  critical facilities. Learn more about how we restore power:
  ******************************************************. Once power is restored
  to critical infrastructure, we focus on getting the most customers restored in
  the quickest and most efficient manner. Crews begin with main lines – those
  that can restore power to perhaps thousands of people – and then move to lines
  that affect individual homes and neighborhoods. 

  Your safety is our priority. It is crucial to always assumed a downed line is live. The employee that you reference in your complaint has been referred to his supervisor for appropriate coaching.

• Initial Complaint

  Date:07/03/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Ameren customer service line to find out about power outage in my area and speak with ****** customer service representative who wasn't able to provide me any information and I did ask her multiple times how I can find out or is there a supervisor I can talk to she hang up on me. The conversation supposed to be recorded. It is happened on 7/3/23 about 6:15 pm

  

  Business Response

  Date: 07/07/2023

  Our records indicate that your power has been restored. Weve safely restored ******* ******** customers who were out of power due to the recent storm. We apologize for the inconvenience this storm caused.

  
  When prioritizing restoration work, Ameren ******** works to restore power to equipment that serves the greatest number of customers and to critical facilities.  Learn more about how we restore power: **********************************************************************. Once power is restored to critical infrastructure, we focus on getting the most customers restored in the quickest and most efficient manner. Crews begin with main lines those that can restore power to perhaps thousands of people and then move to lines that affect individual homes and neighborhoods. Unfortunately, sometimes estimated restoration times are not available. 

  The call placed on 7/13/2023 has been forwarded to a supervisor for review and coaching. 

  Customer Answer

  Date: 07/07/2023

  Complaint: 20271237
  
  I am rejecting this response because:
  I do understand very well and appreciate people working very hard to restore the power. I did complain regarding Ameren  customer service representative ****** who hang up the phone being very inpatient explaining that no updates on when the power will be restored. My phone call supposed to be recorded and I like someone from the management to address the attitude and the anger that this representative does her job.
  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/18/2023

  The employee that you referenced has been coached as all calls are recorded. A supervisor made an attempt to contact you regarding the matter. 

  Customer Answer

  Date: 07/18/2023

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

• Initial Complaint

  Date:07/03/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 07/01/23 around 4:00PM the St. Louis **** (including the ********** ********, a St. Louis County) **** experienced a storm that knocked out many residential ****s electricity due to damage done to electrical poles, transformers, and electrical lines from fallen tree limbs. My own home and power were affected by this storm due to the fact that I have multiple very large healthy tree branches that were ripped and twisted around from the strong winds and thrown onto my fencing, into both my own and my neighbor's yards, and onto the electrical lines that lead to the house. We called Ameren not more than 30 minutes after the storm and after a 45-minute wait on hold I was able to create a report with them and was told they could not give me an estimation on when someone would be out to remove the tree limbs from the electrical lines and restore the power. That night, it stormed again, and another limb fell on the electrical lines leading to my home and now the power lines are pulled taught and can fall at any moment. We cannot safely remove the limbs from our yards until Ameren comes out to remove them from the electrical lines. Nor can our pets, our kids, or ourselves safely reside in our homes without fear of fire due to the hot temperatures, the fireworks, and the negligence Ameren has shown in turning electricity back on in neighboring neighborhoods where lines are still down. I have called multiple time and pleaded with them to remove the limbs, and they have stated multiple time that we are not a priority, that the limb on the power line is NOT A PRIORITY and not a threat to our safety. We have not seen a single Ameren truck in ********** ******** since losing power on Saturday 07/01/23 at 4:00PM.

  

  Business Response

  Date: 07/07/2023

  Our records indicate that your power has been restored Approximately ***** people are engaged to help restore power to our customers. Weve safely restored ******* ******** customers who were out of power due to the recent storm. We apologize for the inconvenience this storm caused and understand your urgency when reaching out. 

  When prioritizing restoration work, Ameren ******** works to restore power to equipment that serves the greatest number of customers and to critical facilities.  Learn more about how we restore power: **********************************************************************. Once power is restored to critical infrastructure, we focus on getting the most customers restored in the quickest and most efficient manner. Crews begin with main lines those that can restore power to perhaps thousands of people and then move to lines that affect individual homes and neighborhoods.

  Customer Answer

  Date: 07/07/2023

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

• Initial Complaint

  Date:07/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday July 1st, 2023, I lost power. It’s currently 1:15 pm on July 3rd, 2023, and I still am without power. Ameren will not provide any information regarding what really happened, what’s happening with the repair, and realistically when it will be fixed. My entire neighborhood is without power, yet three blocks away people have power. Ameren is refusing to tell us when we will have power.

  

  Business Response

  Date: 07/07/2023

  In reference to your most recent outage, a large tree came down and broke a
  pole. Our records indicate that your
  power has been restored.  We’ve safely
  restored 125,000 Missouri customers who were out of power due to the recent
  storm. We apologize for the inconvenience this storm caused. 

• Initial Complaint

  Date:07/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been renting this apartment for 6yrs 2017 to present. In 2019 Ameren put in didital meters and somehow they switched meters. Apartment A uses electric space heaters I do not. Dec2019-April2020 is the ONLY time I ever had to pay $80.00 a month in the winter time. My winter electric bills are about $20.00,so you can see My surprise at my electric bill being $60.00 more. Ameren had someone come and check the meters in December 2019 and couldn't find problem??? Landlord couldn't find problem. I found the problem by checking the meter numbers. I was expecting a credit of the $320.00 I over paid. I'm on disability and a fixed income. I got back $50.00 credit. Ameren says My case is closed?? I didn't close it. I want My money... They told me to make the people in apartment A pay me back??... Pull My electric bills and you'll see..Even my July bill is only $45.00. Paying $80.00 for 5mths is $400.00 compared to $20.00 for 5 mths is $120.00..$320.00 more that year and that year ONLY!!! Apartments A and B would have exactly the same electric bill except when using electric space heaters I do not use electric space heaters.. but I sure got charged for using them that year...

  

  Business Response

  Date: 07/07/2023

  In reviewing the information, this account has previously
  been adjusted with the corrected usage from the switched meter found in 2019.
  The customer was previously provided with a letter explaining the switched
  meter and a spreadsheet reflecting the originally billed monthly amounts,
  usage, and the monthly corrected usage and billing amounts which resulted in a
  credit. This concern was previously reviewed through the Missouri Public
  Service Commission and the complaint has since been closed. There will be no
  additional credit as the bill has already been adjusted with the corrected
  usage and billing amounts in 2019.   

  Customer Answer

  Date: 07/07/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  it's wrong... My bill is only over $80.00 in the summer (Aug,Sept,)... never ever in Dec,Jan,Feb,Mar, April,   only time was 2019

  Not 2018, 2020,2021,2022,2023

  There commission board should go back to Math class...

  I have 62 Ameren paper bills for every month I've been here and I know My budget. Paying $60.00 more for 5mths the year of 2019... not any other time.. come on... they took money from a disabled person on an extremely low income.. 

  
  
  
  
  
  

   

  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 07/18/2023

  In additionally reviewing the information, as previously
  indicated, the account has already been adjusted. The winter seasonal bills
  were lower as the customer indicated but the summer usage was higher in comparison.
  The customer may contact customer service at ###-###-#### if they have any
  further questions regarding their seasonal usage. 

  Customer Answer

  Date: 07/18/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: how can it be possible the ONLY winter in 6yrs I paid $80.00 for a monthly electric bill in Dec 2018 thru April 2019. Not in 2017 not in Dec -April 2020,2021,2022,2023 

  Summer of 2018 both apartments had exact same air-conditioning unit same size apartments NO possible Way I used more electric than them.
  
  Except for march -April 2018 I paid $14.00 each month instead of $22.00 when apartment A was empty I would of owed them $16.00.   I paid $60.00 more for 5 months in a total of $320.00 no way there was a $320.00 difference that I owed more that summer than apartment A???

  
  
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:07/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have not had power for more than 24 hours and have made several attempts to contact Ameren via phone call and social media. They closed their offices without warning or reason and are not replying to my update requests. The in app updates have not been updated either. Im sitting in the dark in my apartment with my cat with no clue when power will come back. Ive attached photos of my call logs and ******* messages.

  

  Business Response

  Date: 07/07/2023

  Our records indicate that your power has been restored Weve safely restored ******* ******** customers who were out of power due to the recent storm. We apologize for the inconvenience this storm caused. 

  When prioritizing restoration work, Ameren ******** works to restore power to equipment that serves the greatest number of customers and to critical facilities.  Learn more about how we restore power: **********************************************************************. Once power is restored to critical infrastructure, we focus on getting the most customers restored in the quickest and most efficient manner. Crews begin with main lines those that can restore power to perhaps thousands of people and then move to lines that affect individual homes and neighborhoods.

  When there are storms of this magnitude, our employees work diligently to address all of the concerns expressed by our customers as quickly as possible.  As for reaching us on the phones, our call center shut down billing calls so that we were more available to respond to calls regarding outages and emergencies. 

  Customer Answer

  Date: 07/07/2023

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