Business Profile

Electric Companies

Ameren

BBB Accredited Business A+Rated by BBB

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

190 total complaints in the last 3 years.
46 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/11/2023
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.
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 themselves
Business 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.
Initial Complaint
Date:05/10/2023
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.
My budget billing jumped $32 a month without significant usage changes. No reason given or even offered other than I suspect it to be greed. This is unacceptable as is much less as a senior citizen. We have no other choice for service in my area, so they seem to be taking advantage of the situation. They should be ashamed, and these types of costs should not be allowed - electricity is a necessity, not a luxury.
Business Response
Date: 05/11/2023
Throughout the year, your Budget Billing balance will be
behind at times and ahead at other times. You are on the Rollover plan, so your
"behind" balance will roll over into the next budget year and be
divided over the next 12 months. Your average is $149.00 for the last 12
months. The reason your Budget Billing is increasing to $153.00 is to bill you
your average bill and catch up on your "behind" balance from last
year. While on Budget Billing, it is important to be aware of your energy
usage. This is stated on your bill as "Current Charges."
Customer Answer
Date: 05/11/2023
Complaint: ********

I am rejecting this response because my last statement listed my budget behind amount as only $42 or $43

Sincerely,

******** *******
Initial Complaint
Date:05/02/2023
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.
My electric meter was replaced while i was away on vacation and this company didn't charge me correctly. They continue to not correct the issue after many calls to resolve their mistake. A person from the company came to verify my concerns and found that I was correct and that they were wrong. Still not fixed after repeated attempts to call and email. I'm fed up. It's unfair and should have been fixed immediately or in a timely manner. It has not been. I'm left with a 183 dollar bill for a period that I was not even in town that's higher than it's ever been. Absolutely wrong. I'm a disabled veteran and they are doing me wrong. In the past I would pay my bill the day it came in. Now I'm two months behind almost because I refuse to pay for their mistake. It's not right and I'm tired of being ignored. It has come to this. Please help because they have not.
Business Response
Date: 05/09/2023
In reviewing the information, a Special Inspector and a troubleman discussed this concern.The inspector confirmed that a 3phase and single phase meter were located on the garage that the customer is renting. The inspector found that even though the meter is mounted on the garage, it actually serves a building on the rear of the property. The inspector discussed this with the customer and advised the customer was satisfied with his findings. The corrected information has been sent to the customer accounts department for additional billing adjustments.
Customer Answer
Date: 05/09/2023
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:04/24/2023
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 made a payment in the amount of $210.16 on Friday April 21, 2023. Ameren Missouri took the payment twice and charged my bank account an additional $210.16. I called Ameren Missouri customer service multiple times and their customer service representatives stated multiple lies of what the resolution would be after attempting to speak with a supervisor to resolve the issue. Ameren UE Missouri refuses to return the double charge they made on my bank account and my bank is requesting a complaint against Ameren Missouri for the double charge. I only made one payment with confirmation email, text message and online screen shot when payment was made. Customers should never have to double pay for a simple bill and if the system of Ameren UE Missouri did have a technical error they should be able to return the over payment amount back to the customer.
Business Response
Date: 05/01/2023
The money was returned to the customer via direct deposit. He customer was contacted by phone and acknowledged that the deposit was received.
Initial Complaint
Date:04/18/2023
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.
My electric had not been turned on for a week. I miss work in order for someone to come and turn on my electricity. Yet, no one has showed up. They continuously give me a date and time saying they will show up and have failed to appear. I have given contact numbers and all , yet they have failed to turn on my power service or contact me. I can’t keep missing work when they say they show up and don’t come at all.
Business Response
Date: 04/20/2023
In reviewing the information, the connect request was escalated
to a Meter Supervisor to further assist. The customer was contacted on 04/20/2023
by a technician and service was connected that morning. Service is currently on,
and the customer has been contacted.
Initial Complaint
Date:04/10/2023
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.
Our house burnt down. We are living out of a camper with out power for a week because Ameren missouri has refused to come out the meter on after we had everything wired. They were suppose to be out Wednesday April 5. They will not return phone calls or emails. Pretty sure there are laws against this. Either way one of the pure evilest companies I have no choice but to do business with!
Business Response
Date: 04/19/2023
In reviewing the information, a Design Consultant had been
in contact with the customer and met with the customer on 04/11/2023. The
Consultant reviewed the current wiring at that time. The Consultant advised the
customer of the corrections that were necessary to have service connected. The
Consultant advised the repairs have since been completed and the meter was set
on 04/14/2023.
Initial Complaint
Date:04/10/2023
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.
My bill is getting higher and higher every month. I am always getting a disconnect notice but I am also always giving ameren my last for this bill. It's like my bill goes up by 200 or 300 dollars every month and I do not understand it. I do not have heat or air. I live alone and I do not cook my family will tell you that. I was in my apartment building along and now there are other tenants and my bill is going up by the hundreds. I need help because I filled out for SAFHR and was denied do to insufficient funding from the program. I have called around to get help but I should not have to do that. Ameren MO is getting over on me and nobody cares about me or my livelihood. I have done the payments ..I'm on payments now. I'm so lost with this bill and if I do not get help I will go as far as I need to to get help because I can not keep living like this. My VA disability covers my bills and now with this one bill I just can not maintain. Nobody at the company cares because it is not them.
Business Response
Date: 04/12/2023
In reviewing the information, our records reflect a payment
agreement being set up previously in January 2023. The agreement has since
defaulted due to a missed installment. The account notes do not reflect the
customer recently calling to discuss the defaulted agreement. Service is
currently disconnected due to a past due balance. The customer may contact customer
service at ###-###-#### to review the amount required to restore service. The
customer may additionally consider budget billing as an option in the future to
keep the bills from varying. The customer may also reference local energy
assistance agency information below for possible assistance if they choose to.

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

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

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

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

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

***** ****** ***** *****
**** ** ************
*** ****** ** *****
****** ************
**** ************
Customer Answer
Date: 04/13/2023
Complaint: ********

I am rejecting this response because:

I was not contacted by ameren nor was I contacted about why my bill continues to go up the way it has. I feel as though ameren is just blowing me off by not contacting me to talk about my bill as I requested. I want to know why my bill can be 144 and go up two or three hundred each month. I feel as though they will not contact me about my bill because I am not a valued customer a d they do not care.

Sincerely,

**** ******
Business Response
Date: 04/20/2023
In additionally reviewing the information, our records do
not reflect the monthly usage being in the range the customer has indicated,
but prior bills were higher in total amount. The higher total bill amounts related
to either an additional prior balance, a previously active payment agreement
with monthly installments, or the more recent defaulted payment agreement. Last
week a payment was received, a pledge was made on the account under the clean
slate program, and service was restored. The account does not currently have a
balance due. A specialist contacted the customer on 04/20/2023, but the
customer confirmed it was not currently a good time to discuss the account and
requested a call back at a different time that day. The specialist attempted to
contact the customer later that day but there was no answer, and they were unable
to leave a voicemail. As previously indicated the account does not currently
have a balance. The customer may review the usage, billing, and payment history
online or further discuss any additional questions by contacting customer
service at ###-###-#### if they choose to.
Initial Complaint
Date:03/29/2023
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.
They double charged my debit card when making a payment just want the extra charge refunded
Business Response
Date: 03/30/2023
In reviewing the information, two payments were processed on
03/29/2023. A Specialist reviewed the payments with a Treasury Supervisor. The
Supervisor confirmed they were able to reverse one of the payments. The
Specialist attempted to contact the customer and left a voicemail advising the
payment was being reversed. The payment is currently in the process of being
reversed to the card as of 03/30/2023.
Initial Complaint
Date:03/12/2023
Type:Billing 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.
Q4 2021, Ameren upgraded our power meter. January - June of 2022, Ameren stated they were unable to acquire an accurate meter reading, via post cards. We called 4 times, once per post card, to inform them of the issue. Each time the situation was escalated for resolution. To prevent any outstanding billing issues, we continued to pay our budget billing estimation until a solution was provided. We continued paying/submitting an amount, based on most current budget billing figures, to avoid a deficit.

July 2022 our statement of usage and outstanding bill was finally readjusted to an outrageous figure that doesn't match up to our historic usage.

Per Ameren's website:
Jan - Dec 2020, our Electric Usage Summary (kWh) states 15422kWh
Jan - Dec 2021, our Electric Usage Summary (kWh) states 16030 kWh
Jan - Dec 2022, our Electric Usage Summary (kWh) states 29488 kWh

Below you will find a list comparing the 2021/2022 months that have a massive discrepancy, based on downloaded statements (estimations are round figures because historic statements are not available):
Jan 2021 - 1561 kWh
Jan 2022 -1787 kWh
Feb 2021 - 1900 kWh
Feb 2022 - 5283 kWh
March 2021 - 1700 kWh
March 2022 - 3750 kWh
April 2021 - 750 kWh
April 2022 - 3750 kWh
May 2021 - 850 kWh
May 2022 - 8250 kWh

As a result of this usage calculation, Ameren calculated that our budget billing is behind $1100+.

We have called 3 times. We've spoken to 3 customer service individuals and 1 supervisor (*****), but no one can explain how/why from Jan - July 2022 our usage was almost triple.
Jan - Jul 2021: 9411 kWh
Jan - July 2022: 24425 kWh.

The only explanation we're given is how budget billing works, which is WELL understood. The issue is not the budget billing program, but the inaccurate usage that has impacted our cost. May of 2022, itself, was a 10x usage. No one can seem to explain this irregular usage increase. We have not changed out lifestyle of usage.
Business Response
Date: 03/20/2023
In reviewing the information, the customer had previously received
estimated bills. The account has now been recently adjusted and credited. The
current budget billing balance is now ahead. The customer may contact customer
service at ************ and request budget billing be stopped if they choose
to. If budget billing is stopped, the ahead credit will apply to the account
and the customer may additionally request a refund check or let the credit
balance apply to the upcoming bills if they choose to. The customer may also
start budget billing with the current average the following month. The customer
may contact customer service to additionally review the account and ahead credit
balance. A Regulatory Specialist attempted to contact the customer to further
discuss the account and left a voicemail for the customer requesting they call
back.
Customer Answer
Date: 03/27/2023
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:03/07/2023
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.
During the winter months my family is often laid off so we enter a winter weather contract with Ameren missouri. Part of that contract is you must pay your bill on time to keep the payment arrangement. Our bill in February was due on the 20th. We went online and saw our balance was $379.80. We paid that amount. We then received a RECEIPT showing we paid our bill on the 20th and our total balance due was $0 (ZERO). Fast forward to the beginning of March, we receive a shut off notice for March 8th. Obviously confused, I call them and they continue to talk in circles around me telling me we paid $11 short of our balance. I sent the receipt to their resolution department but was still told I owed $11 more than what we paid. 1) why would I pay $11 short when I know I have to keep this contract. 2) why would my receipt show ZERO DOLLAR BALANCE. They had no answer to that and simply continued to tell me I paid $11 short. They are now saying I have to pay them $459.51 to keep my power on. This is not possible for my family and we do not qualify for nor have enough time to qualify for assistance. I need Ameren to admit their system failed and remove my disconnect order. I have a 2 year old in my house and losing our electricity over their computer error is not an option. Ameren, make this right.
Business Response
Date: 03/14/2023
In reviewing the information, our records reflect a payment
agreement being set up in January with the initial required payment. The
remaining balance was being broken into installments. A deposit interest credit
was applied to the account in February, but it appears the system didn't take
this into account with the customers payment and the payment agreement
defaulted at that time. The customer has since spoken with a leader and the
disconnect notice was voided. A payment agreement reinstate has been set up and
is currently pending with the payment due 03/20/2023.

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