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.
- 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:11/07/2022
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.
Electricity usage starting from May 2022 has been more than double costing me $300+ a month. Multiple preventative measures have been taken such as shutting off electronics and ac while away. I also have shut off my breaker and watched the meter continue to count usage. Early September I had called Ameren to start an investigation into electric theft. I was told a supervisor would call me back within 24 Hours. Never happened. Kept calling every few days. On September 29th I reached out to Ameren on Twitter who confirmed the ticket was still open and it could take more than 24 Hours due to high ticket volume. I've continued to call every few days since. It is now November 7th and I've not heard anything from Ameren except the ticket is still open. I've requested for them to compare my apartment usage with previous years and the surrounding tenants but Ameren has ignored those request. Their chart showing usage is pointing towards AC Unit usage. Looking at the four ac units in my building theirs one with extra wires running out of it, into the roof. When shut off my electricity usage lowers. This is not my AC Unit. All signs show theft. I just don't understand why I'm being ghosted. I've done everything in my power. My landlord can't do anything untill Ameren investigates. I can't afford these bills.
Business Response
Date: 11/09/2022
In reviewing the information, the meter is reporting usage
daily as normal. The usage did increase significantly during the summer months
and has since declined with the milder temperatures. A leader did attempt to
contact the customer on 09/29/2022 at their request but received a message that
the voicemail was not set up. The customer had recently called again and was
offered a leader callback, but the customer declined to confirm a callback
number. The meter records the usage that goes through it but would not be able
to indicate what is necessarily using more or less electric with the customers
internal wiring. If the customer believes there is something wired to their
unit that could be going to another area of the building, the customer should
contact their landlord or have an electrician review the internal wiring to
clarify if there is something wired to the customers service that should not
be.
Additionally, the customer may request a meter test be
completed if they still believe there is something wrong with their meter. The
customer may also schedule a time to be present for the meter test if they
choose to. At their option, the customer may contact the customer service
department at ************ and request a meter test.Initial Complaint
Date:10/26/2022
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.
My mother passed away January 1, 2022, leaving her vacant house to myself and 2 siblings. Subsequently, in about April, I transferred utilities to my name. The bill had been consistent on usage and amount until July, when inexplicably, the bill usage was reported as 4x as much. The house is vacant, minimal items drawing (they tried to blame heat wave, but AC is not even connected or in serviceable condition).
I called and arranged for a meter test ("Smart Meter", not requested nor authorized). The tech arrived on Monday, Aug 29, 2022, to perform such test. I was informed by a customer service representative, that, subsequently, there would be an administrative review and a report sent, and any necessary adjustment to my bill. The next month's bill arrived with no report or adjustment. I called a CSR again, they told me that the meter test showed that YES, there was a METER MALFUNCTION, but that it was only the display, and not the reading reported remotely. (The tech supposedly replaced the ADMITTEDLY DEFECTIVE meter...however, I did not witness this "replacement".) I informed them that, mathematically, it is not possible for that residence to have used the alleged amount of kW/hrs of energy during the time period in question, as nothing of substantive usage value had changed in the vacant house. They have refused to address my complaint at any level, and I am today FORCED to pay the BOGUS charges in order to avoid service interruption.
These "Smart Meters" do not work and have no way for me as a consumer to monitor their accuracy. If necessary, I will install my own analog meter (downstream) and live video-stream in order to document ACTUAL usage, which will demonstrate how these con artists behave.
Replace my meter with an analog meter and stop tampering with my bill.
Also, it is interesting to note how many similar complaints I have read today about Ameren and their lack of concern for their "customers". Do better.Business Response
Date: 11/08/2022
The
meter for this address has been in place since 01/14/2021 and has not been
replaced. Sometimes when there is an issue with meter reading transmission, a
meter will be switched out. However, a reading was obtained and a meter test
was completed. The readings are updated in the system as well. The meter test indicated that the meter was working properly and
sending accurate readings. The meter test results show that the meter is
functioning with 100.5% accuracy.
In
late 2020, smart meter communication was mailed to the previous account holder
(as it is with all customers). At that time, the customer had the option to opt
out and install a non-standard meter, but since the customer did not opt out, a
smart meter was installed. 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 each month. These fees
have been approved by our regulatory body, the Missouri Public Service
Commission.Your account has been billed correctly. If you would like a copy of your daily readings we would be happy to send them to you via email.
Customer Answer
Date: 11/15/2022
Complaint: ********
I am rejecting this response because:Obviously, someone at Ameren has lied to me, as I was told specifically by their CSR via phone that the meter in question had been defective in some capacity and had been changed.
The company's assumption that I am technologically illiterate is a big mistake. I know how to calculate usage; I fully understand Ohm's Law and basic math principles.
While we're at it, O genius of blow-off letter writers, just exactly how did your meter in question register over 100% in your "test"?
Action will be taken.
Sincerely,
*** *******Business Response
Date: 11/17/2022
A meter is operating properly if the meter test is found
to be within +/- 2% of 100%.Initial Complaint
Date:10/21/2022
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 have services from this company for my property at ***********************. The property was involved in a fire that caused the electric to be shut off. I received a bill for $83.81 from this company, which I disputed due to the fact there has been no power at that location. I was told the billing fee was for the meter, but again there was no power going to that meter. I have made many calls to them regarding this concern, however there is never a supervisor available and I am left on long hold times. I think the company has tried to reach me back, but I have not been available and they only leave the 800 number and the whole wait and message process starts all over. I have a valid concern and need a direct number that will connect me to someone that can actually get this bill adjusted.Business Response
Date: 11/01/2022
*****,
The full balance was credited on 10/24/2022. If there is anything else you needed help with, feel free to reach out.
Customer Answer
Date: 11/03/2022
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:10/13/2022
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.
October 11, 2022, my power was disconnected. Contacted Ameren thinking an outage occurred but later found out a property management company took over MY ACCOUNT in "error" back in June. I received no notice, no mail, or phone call about this. Supervisor said it was no mistake of my own and that mistakes happen. ****** also stated, "who wants a bill?" to excuse the fact that this management company called to turn on services at my address. How is that possible????? Called for the past 2 days to get someone to explain to me how this is even possible, and no one will pick up the phone and return my phone calls. This is a major breach of security and unacceptable. To top it off I was told I may have to pay for the months I didn't receive a bill. This company needs to contact me and explain how they allowed this to happen.Business Response
Date: 10/25/2022
It's unfortunate and an inconvenience that a management company set up a new connection at the address occupied by the customer erroneously, but that is not a fault of Ameren. This was communicated to the customer via telephone today.
Initial Complaint
Date:10/13/2022
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 was informed that I could make an arrangement for my bill that was due 10/01, I could pay it 10/18, I called the contact center, multiple times and waited on hold each time for over an hour and no one answered, no one also calls back when you leave your number which is disgustingly ridiculous. So I wrote ameren on Facebook messenger and someone responded and I asked could I pay my bill on that date and would my budget billing be affected and they told me no and also weeks prior to that, I called and a rep
Told me that it wouldn’t, but just a late fee, well when I tried to pay today, it shows my bill is 225 over 112, which I know a 1.5 late fee is not that much, why am I charged that amount, when I was told it wouldn’t be.Business Response
Date: 10/26/2022
Please look at your current bill and subtract the amount of your last payment. The bill was mailed before your payment was received.Initial Complaint
Date:10/13/2022
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 is failing to admit their equipment is malfunctioning. Also, they will not let me get an outside company to test their Meter. They say it test fine but then tell me I used 243.00 in a/c last month when I didn’t run the air at all.
Moreover, their billing statements show inaccurate prices which are much higher than their contractual agreement that was put out Feb 28th 2022. No one can seem to provide any answers why and I was told to get an energy study of my home. First off, they won’t cover that cost and secondly if I pay for the energy study and the company sides with me they won’t adjust the incorrect billing.
Additionally, I have an emporium vue 2 on my main panel and circuits and it has a +\- 2% error of margin. It’s reading I’m using half of what Ameren states and is way more in line with what my past bills have been. Nothing in my house has changed and again the A/C wasn’t ran one day last month so how I used 241.00 in electric is beyond me. By their customer service department I was literally given a response if I don’t know.
That is not acceptable and no way I used 4000KwH more then the previous year last monthBusiness Response
Date: 10/20/2022
In reviewing the information, the customers' recent summer bills
were higher in comparison to the later summer bills of the prior year. The
current July to August usage was more than three times the April to May usage
in 2022. The usage increased with the summer months and is possibly due to
cooling the residence. The customer had requested a meter test and a meter test
was completed on 10/12/2022 with the customer present. The meter test passed. The
meter was reporting daily usage as normal. Additionally, the customer has also
recently installed solar equipment and the installer had submitted an
application for bidirectional metering. A new meter has since been installed in
regard to the solar equipment. The customer may additionally consider having their
HVAC systems reviewed to ensure they are functioning correctly as the prior
meter has already been tested and passed within the acceptable accuracy. As
referenced in the complaint, the customer has been billed accordingly on the
summer rate for their summer usage that ended 09/30/2022. The detailed bill
additionally lists the amount of usage billed on the summer and winter rates.
For example, the summer usage in kWh times the applicable per kWh rate, equals
the summer electric energy charge as reference on the bill. The October usage
is billed on the winter rates and since this is the first bill containing
partial winter usage, the winter usage has been prorated. The customer may
contact the customer service department at ************ if they have any other
questions.Business Response
Date: 10/31/2022
In additionally reviewing the information, the meter was
reporting usage daily as normal. A meter supervisor reviewed the information and
advised there was nothing wrong with the meter. The supervisor advised when
meters like the one the customer had go bad, they reflect less usage not more. The
usage was varying with the temperatures. As previously indicated, a meter test
was completed with the customer present and the meter test passed. We are
unable to advise for certain as to what was using more or less usage at the
premise as the meter will monitor the total amount of usage that goes through
it. The new meter continues to report usage daily that is varying from day to
day. The account will remain as billed as the meter did report usage daily and
the meter was tested and passed within the acceptable accuracy.Customer Answer
Date: 10/31/2022
Complaint: ********
I am rejecting this response because:The common denominator is the meter I don’t understand why that’s so hard to understand. As previously mentioned I have an energy monitor on the incoming (2) 100watt lines. They were measuring less usage than what your meter claimed. As they are still on par with what they were reading it’s clearly a meter issue. I DO NOT ACCEPT THIS RESOLUTION.
Sincerely,
******* ******Initial Complaint
Date:10/11/2022
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 Saturday 10/8/22 someone came on my property he did not knock or ring our door bell we were home. My dogs barking alerted us someone was out there. My husband asked what he was doing and he told him installing a smart meter. My husband and I both made the decision we do not want one. We were told we could refuse. He told us he already installed it and would have to put our old meter back. Then he started listing charges of one hundred dollars and forty dollars. None of these charges were explained to us and no information was provided about the process. When we checked the meter after he left and it has a digtal display. I am not sure if the meter was removed or not because there are cobb webs and dirt on the meter that do not look disturbed.
1) Why did he not knock on my door or ring my door bell and announce what he was going to do?
2) I am not certain he changed out our box. Why are we being charged for something he did not do?
- we live on a step him and have 2 dogs that bark when people come into our drive. How did he get around the side of our home and have time to change the box?
3) I want someone to come and open this box in front of me so we can see if the meter was truly removed and reinstalled.Business Response
Date: 10/19/2022
Smart meters or "Advanced Metering Infrastructure"
(AMI) are the next generation of meters. Ameren Missouri believes that AMI will
improve the customer experience by helping us isolate and detect outages sooner
and develop new products and services to give customers more control of their
energy usage. AMI meter installations have begun in this service area, with
completion for all Ameren Missouri customers by 2025.
The AMI meters are essentially the same as the analog meter
with Automated Meter Reading (AMR) technology that this customer currently has
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 Federal Communications
Commission (FCC)-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 existing AMR meter, as that technology will no longer be
supported. There is an option to enroll in our Non Standard Metering (NSM) service. NSM service requires Ameren Missouri to visit the customers property monthly to collect energy usage information. There is a $100 charge to install a non-standard meter, and a $40 monthly charge to help cover the cost of monthly manual meter reads. Customers will not see a charge on their bill for an upgraded smart meter.
If the customer decides a NSM is the right choice and want
to enroll, please have them send a letter of request to: Ameren Missouri, PO Box 790352, St. Louis, MO 63179-0352. Please note that if you do not grant us safe access to
either install a non-standard meter or upgrade your meter to a smart meter,
your electric service will be subject to disconnection; 10-day notice of this
would be provided in advance.Initial Complaint
Date:10/01/2022
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 sold my condo at *** *********** **** * ********** ** ***** on May 12. Ameren is trying to charge me $158.25 from services from June and July when I didn’t own the condo. I’ve called several times and I cannot get this resolved. They haven’t taken the charge off my account. I’ve even asked to speak to a supervisor. The supervisor called me while I was working. She left a message but with no call back number where I can reach a supervisor again. I’m thoroughly frustrated and ready to go Solar. I’ve included my bill from Ameren and the condo closing documents for the address listed above.Business Response
Date: 10/09/2022
The information on your account shows that it requires action from customer accounting to backdate the disconnection date to 05/11/2022. Your account will be corrected and this matter will be resolved very soon.Initial Complaint
Date:09/29/2022
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.
Transferred my service in May but Ameren continues to bill me at both addresses for nearly half the year.
Been getting the run around for over a week trying to get it resolved.
After multiple calls with no resolution finally get a rep who basically says we have your money and now you’re screwed.Business Response
Date: 10/06/2022
In reviewing the information, the connect order for service
at the new address was issued online through the website. A disconnect order
was not requested for the prior address at that time. The customer additionally
called in early May and a time was scheduled to connect gas service at the new
address. The service at the prior address was not discussed. A new tenant
connected service in their name at the prior address in July and the customer's
account was final billed. The final bill balance has transferred to the active
account at the new address. Our records do not reflect the customer previously
requesting to disconnect service at the old address prior to when the account
became final billed, and a new tenant placed service into their name in July.Initial Complaint
Date:09/26/2022
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 have been living in my house for 17 years my electric has never been cut off until 9/21/2022 I paid Ameren 300 on 9/12/2022 I didn't receive a disconnect notice and it was 97 degrees outside my son who lives with me is autistic and take classes on line I'm working 6 days a week to try to make ends meet and now Ameren is now trying to make more heart ship on me and my family by asking for a 344 deposit or my electric will be cut off I don't understand how I'm supposed to pay that when I'm already struggling to pay my regular billBusiness Response
Date: 10/03/2022
In reviewing the information, a disconnect notice was sent
on 09/07/2022 for a past due balance. Collection calls were made on 09/19/2022
and 09/20/2022. Service was disconnected for non-payment. A payment was received,
and service was restored the same day. A deposit was assessed due to the
service being disconnected for non-payment. The deposit is currently being
divided into 6 installments.Customer Answer
Date: 10/05/2022
Complaint: ********
I am rejecting this response because:
I paid them 300 dollar before it was cut off and I was sick and just now getting back to work times are hard for a lot of people I don't understand why I have to choose to buy food or pay 50 dollars more a month on my light bill for a deposit if I was having a hard time paying my bill before I don't know where I'm going to get a extra 50 dollars a month for six months to give Ameren to have my son is autistic I'm bipolar and PTSD, I have RA so now me my 11 and 6 year old and autistic son will not have any lights cause I can't afford a deposit I didn't get a letter or a phone call but they was paid on the 9 of September and cut me off on 21 97 degrees outside made me leave work because my autistic son was home alone freaking out when the power was cut off
Sincerely,
***** ******
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