Important information
- Customer Complaint:BBB has received consumer complaints about Ameren which primarily allege difficulty switching service from one location to another, billing issues, and poor customer service. The company has address concerns brought to its attention.
Complaints
This profile includes complaints for Ameren's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 186 total complaints in the last 3 years.
- 42 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/03/2023
Type: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.
7/2/23- power outage.
Business Response
Date: 07/07/2023
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. 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.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 Ameren.com or download the free Ameren app for updates as they become available. Sign up for alerts. Text REG to AMEREN (******) to start or visit *****************. 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:07/03/2023
Type: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 7/01/23 my power was disconnected because of bad weather, after 2 days of no power I received several messages giving me time power will be restored after given 4 different times the final time passed and power was never restored the next day we are still yet to have power. My comllaint is ameren sent several messages with false information and never clarified reconnection. I work from home and lost several days of pay because of the false I formation. The company never gave us a reco necting ti.e to clarifyBusiness Response
Date: 07/07/2023
While we do our best to predict your restoration time, those estimates can change especially during outages of this magnitude. Approximately
2,000 people were 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 at ******************************************************. 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.Initial Complaint
Date:07/03/2023
Type: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.
Service interrupted for over 24 hrs. No information, no response or resolution, no physical contact point. No service men visible, heat index over 90, family member needs electricity for oxygen. Food destroyed.Business Response
Date: 07/07/2023
The customer is supplied underground through a switchpad
that supplies multiple directions. During the storms, there was a fault in the
cable and switchpad. Switching has been completed to isolate the
switchpad and the faulted section of cable. The delay in restoration is related to the number of
customers and trouble shooting to figure out where the damaged cable was.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. 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 Ameren.com or download the free Ameren app for updates as they become available. Sign up for alerts. Text REG to AMEREN (******) to start or visit *****************. 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:06/27/2023
Type: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 has charged me an extra $200 a month for a year for no reason. Last month I spoke to the gentleman on the phone and he said that they would no longer charge me and then they still went ahead and charge me $200 more dollars this month. They replaced my meter and it’s a faulty meter and it’s been charging me extra. I explained it to the guy on the phone and he said it’s the same as last year’s bill but we have two less people in our house right now and use less energy. He refused to have anyone come out and check the meter. This company is holding about $1600 in my money for no reason. They also refused to provide any service to fix my meter as they installed a faulty, digital meter. I have called three different times and then met with rude and disrespectful people. My bill currently shows an extra $200 charge that is unverified again. I would like a full refund of all the money that they are holding of mine as they have no justification for charging me extra except for the fact that they have a complete monopoly over power in the St. Louis area. My next step is to file a lawsuit as what they are doing is causing severe stress to my family.Business Response
Date: 06/28/2023
In reviewing the information,
service was previously disconnected for non-payment and a deposit was assessed at
that time. The deposit was divided into 6 installments and has since been paid
in full. The most recent bill did reflect a prior balance from the previous month
but has since also been paid. The meter is reporting usage daily as normal. The
most recent billed usage is less than the prior year during the same comparable
timeframe. Our records reflect the customer most recently calling in May and
the deposit and usage were discussed. After 12
consecutive months with a good pay record, the deposit with interest will be
applied to the account. The customer may view their billing and
daily usage history online. A Specialist attempted to contact the customer on
06/28/2023 and clarify if the customer would like to be present for a meter
test. A voicemail was left advising the customer to call back if they would
like a meter test completed. If the customer still believes there is something incorrect
with the meter, the customer may contact the customer service department at
************ and request a meter test.Initial Complaint
Date:06/22/2023
Type: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 19 April 2023, I called Ameren UE (********) to transfer service from ************************************************************************************** to ******************************************************************************. The represenative on the phone stated that the landlord of the apartment unit had established for the service to be stopped, effective 28 April 2023 (the day after I had vacated the unit). I have received two bills for service at the unit I had vacated, and the Ameren UE represenative on the phone stated (on 22 June 2023) that there is no record or note of the service cut-off.I am expected to pay two bills for a service in a residential unit that I am no longer residing in. I am seeking understanding as well as preventing this in the future. Recompense is ideal.Business Response
Date: 06/27/2023
After reviewing the call from 04/19/2023, ************** will receive a new final bill for the services at *************************************************************************************. The new final bill will cover services from 04/15/2023- his ending date of 04/19/2023. The advisor who took the disconnection information from ************** will be coached.Customer Answer
Date: 06/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
Date:06/21/2023
Type: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 was charged twice for my electric through Ameren while living in an apartment in *******************. Neither ******************* nor Ameren are willing to reimburse me for the charges. I paid Ameren and ******************* is saying they paid Ameren. If this is true, I would like a refund from Ameren for my last three payments on that apartment unit as they already received payment for electric from *******************. I've attached the bill that ******************* paid, as well as a screenshot that Ameren sent me of my payments made. I would like a refund of these three payments (for a total of $144.49) since ******************* has already paid for the electric in the unit between March 28 and May 19. The unit is ******************** A.Business Response
Date: 06/23/2023
In reviewing the information,service was initially started under the name associated with this complaint in May 2022. A disconnect order was issued online for the tenant effective 03/19/2023 and service was effectively removed from their name. Service was then placed back into the landlord's name until an additional connect order was issued to place service back into the tenant's name on 03/27/2023. A request was made to additionally backdate the tenants account to 03/19/23 but this was not able to be completed. Service remained active in the tenant's name until 05/19/2023 when service was effectively removed from the tenant's name. Electric was billed for the applicable active accounts during the effective times. There were not two accounts being billed at once for the same timeframe. The tenant's final account balance has been paid. Service was removed from the tenant's name on 03/19/2023 and was placed into the landlord's name on 03/19/2023 until service was placed back into the tenant's name on 03/27/2023.
The tenant should contact their landlord regarding the third-party bills in question as our records do not reflect a second account or payment for service from 03/27/2023 to 05/19/2023.Service was active in the landlord's name (not in tenants name) briefly from 03/19/2023 to 03/27/2023.Customer Answer
Date: 06/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:06/01/2023
Type: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 just received information today that they did not have my current address I had my identity stolen last December. When I talked to them this morning the address they had on file was **** ********* ***** ** ********* ** *****. I haven't lived at that address since February 2016. So When I called and found out they had that ancient address I then I asked them did the left talk to the right and the individual got rude with me. I moved to a new house in Oct 2022 and I contacted them about the change of address and they didn't tell me they didn't have the new address and I notified them back in September.
I had auto pay set up and it was cancelled because my identity was stolen
I didn't receive any information from Ameren until today.Business Response
Date: 06/08/2023
I attempted to contact you at the phone number listed on his account, but the mailbox is full. Would you like your bills mailed to your premise address? If so, I can get that changed for you. Please reply with your preference. I will also waive $6.22 of late payment fees you have incurred since the bills were mailed to your prior address which was just closed last year.
Your account was removed from auto payment and a notification was mailed to your prior address. You can go online to start auto payment again if you prefer so that you will have the updated banking information included.
Initial Complaint
Date:05/30/2023
Type: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.
Hello, My name is ********. I am writing this complaint on behalf of my dad *****. He has had multiple strokes, and is unable to write this. I contacted Ameren last year, to inform that my dad had a stroke and was unable to communicate verbally. I informed Ameren customer service, that one of his homes had been sold, due to his stroke, and inability to maintain this property. Ameren has decided that even though a bill of sale had been sent in, my dad is still responsible for the bill because the current owner failed to report ownership of the property. Ameren was made aware of my dads medical condition, and in response decided to rip him off, and make him responsible for the bill by attaching the bill to his current home. When we contacted Ameren about this situation, the representative basically informed we are SOL, pay the bill or disconnection. Ameren has taken full advantage of this situation of my dad's health condition, an elderly living on fixed income, and making him pay for the new owners bill.Business Response
Date: 06/01/2023
In order to thoroughly investigate your complaint, please submit the phone number you used to originally try to close out the account. Also please list the address of the account you are disputing. Thank you.Business Response
Date: 06/26/2023
On 02/02/2023 we received a call from ****** with the phone number ###-###-####0 stating
that she sold the house in September. She was questioned whether she called in
September to close out the account; she stated that she did not. Unfortunately,
we are not able to backdate a disconnection order.Per page 103 of our GENERAL RULES AND REGULATIONS under section G. Customer Obligations it reads:
7. Be responsible for payment of all electric service used on customer's premises and for all requirements of the provisions of the Service Classification under which the electric service is provided, until such time as customer notifies Company to terminate service.
Customer Answer
Date: 06/27/2023
Complaint: ********
I am rejecting this response because:
I contacted this company, and they failed to take the disconnection. I am being made to pay for services I did not use due to the incompetence of Ameren to resolve this issue when the concern was first brought to the attention of the company. Now Ameren has the authority to rip off thier customers . I hope someday soon, another utility service takes over, and gives the community honest service, and this company is put put of business for the unfair practice, of scamming.
Sincerely,
***** *******Initial Complaint
Date:05/18/2023
Type: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 received our end-of-year budget billing adjustment from Ameren MO on May 2nd. That bill showed the number of kWhs used in 2022 vs 2023. Specifically, for 2022, we used 4264 kWhs, vs 4277 kWhs for 2023. For that 13 extra kWhs, we are supposed to pay $367.09 above our current bill, $194. The bill total noted is *$505.39.*
I could not believe this was correct, and tried to get a customer service person to double check this but received merely an unhelpful, unresponsive reading of the amount tacked onto our previous budget billing amount. The point is that it cannot be the case that we should pay an extra $28.23 for each of those 13 extra kWhs! There must be an error and it's on their end, e.g., in how they calculate what's over a given budget amount.
Another issue with Ameren, is that we are forced to pay an additional $40/month as an opt-out from their smart meter. We opted out of Mo. American Water's smart meter and had to pay just $25 extra. This $40 above our regular bill is exorbitant, arbitrary and a flagrant abuse of its customers.Business Response
Date: 05/25/2023
In reviewing the information, the customers usage was
comparable to the prior year. The customer did opt-out to a non-standard meter previously
and agreed to the applicable fees which includes a monthly fee for reading the
meter. The additional fee would relate to the change in the 12-month average
and the budget billing. The customer was previously contacted by a Specialist
who discussed this concern and the change in relation to the 12-month average
with the additional fees. A payment agreement has since been established and
become active where the settlement balance is being divided into monthly
installments. The customer has additionally been provided with an activity
statement reflecting the prior months billing history for reference.Initial Complaint
Date:05/11/2023
Type: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.
In November of 2021 I made a call on behalf of the landlord *********** **** asking that the address of **** ******* **** services for electric be placed in my name to avoid someone moving in and establishing services as a squatter since this was a serious issue in this building. I explained to the rep I spoke to that the tenants at **** ******* **** were getting evicted in two days and that because we have had such a problem with squatter's in that particular building that we wanted to ensure that no one else be able to move in behind these tenants and establish residency by connecting services in their name - this had actually occurred at **** ******* **** on several occasions. They went ahead and made change to account. Two days later after being told by local law enforcement that the papers filed were not the papers needed to remove the tenants I called Ameren back and told them the eviction didn't go thru and that the services needed to go back to ******* ******* who was the tenant at **** ******* .this turned into a long drawn out ordeal because they refused to do that because she was not present and told me the only thing they could do is turn the services in my name completely off so I finally said that this was fine so long as the bill was out of my name period they said they had a disconnect date scheduled for the next day.
This apparently never happened because in July of 2022 when I had returned to work for mr **** the owner I found a bill on porch for that service address and called to report that this was not my bill. I was told they would email me a police report and then I never heard anything back on the issue never received a email with no report to take to police. I know the tenants were allowed to stay at the residence until sometime in March and that apparently that entire time from November to March 20222 they were getting electric thru me not themselvesBusiness Response
Date: 05/16/2023
In reviewing the information, the customer has previously
filed a complaint through the ******** ****** ******* ********** regarding the
account balance under their name for the address in question. As indicated in
the prior complaint response to the ******** ****** ******* **********, the
customer initially called in November 2021 and requested service be placed into
their name. The customer additionally indicated on the call that her name should not be removed from the account or switched until
she called back in. In March 2022 service was disconnected for non-payment. Upon
reviewing the account and call history, our records do not indicate the customer
previously called and requested to disconnect service. The account final
billed after being disconnected for non-payment and the final balance has transferred
to the customer's active account. The account will remain as billed as it is
the customers responsibility to provide notification that they wish to
discontinue service. The ******** ****** ******* ********** has since
closed the complaint. The applicable tariff information is additionally
referenced below:
GENERAL
RULES AND REGULATIONS I. GENERAL PROVISIONS
G.
CUSTOMER OBLIGATIONS
7. Be
responsible for payment of all electric service used on customer's premises and
for all requirements of the provisions of the Service Classification under
which the electric service is provided, until such time as customer notifies
Company to terminate service.
The customer may consider contacting the prior landlord to discuss
and possibly resolve the balance in question. The customer may also contact local
energy assistance agencies for possible assistance by going to ameren.com and
selecting Residential and then Energy Assistance (Find an Agency).Customer Answer
Date: 05/22/2023
Complaint: ********
I am rejecting this response because:I was not living at **** ******* ****..I was only helping the landlord by putting the account in my name to keep squatters from moving in behind the tenants that were supposed to be evicted.
They unfortunately were not evicted that weekend so I had to call Ameren that Monday. when I called to get the bill back to the tenants name the representative refused to do that. I talked to several different people I was on phone for at least an hour. I finally spoke to manager who suggested I just schedule a disconnect date for the following day. I was not living in the building at this time I was at the ******** location so I had no way of knowing that this never happened. I never seen anything in my name for the address of **** ******* until I was back at the building in July of Last year and I immediately called Ameren and talked to them they said they would send information to manager and if I needed to do anything further they would contact me. I never heard anything back from Ameren. The bill was never on my online account. This is absolutely ridiculous to be told I have to pay for the service of someone else because of Ameren not properly documenting a call and making the service order happen when I had asked them too. There is proof of residency that ******* ******* was living at the residency until March 2022 and I was not living in that apartment so why on earth would I ever allow someone to have service on in my name that does not make any sense at all and I find it just awful and just totally a monopoly company just throwing their weight around and be totally unprofessional and totally unreasonable to turn off service in my home over this balance
I am asking that the service be restored at **** ******** drive and that the balance at **** ******* **** be removed from my bill. Ameren UE is not infaulible and is run by human beings who do make mistakes and they need to take responsibility on this matter and do the right thing
Sincerely,
***** ****Business Response
Date: 05/25/2023
In additionally reviewing the
information, multiple associated phone numbers were reviewed and our records do
not reflect the customer calling and requesting to disconnect service at the
address in question. As previously indicated, the customer did initially call
to place service into their name. The account will remain as billed.
Additionally, pledges were recently made and a reconnect order has already been
processed for the current address. Service has been restored.
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