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 Illinois, Co.

  200 W Washington St. Springfield, IL 62701

  

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:09/22/2022

  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 called Ameren in August because I received a disconnection notices for August and I paid my bill last month so I was upset when I heard my account was in collections as well, the young lady I spoke with assured me I could transfer services and it will not be disconnected even set up a payment arrangement with me to pay 126 for 4 pay. I receive my bill for September and its a final disconnection notice for the full amount of my old place, So I call and they tell me I can pay 288 as a deposit, let I wanted to make a payment arrangement for the 22nd and she told me to call then to make a payment. I call and they tell me I have to pay 399 to avoid disconnection. That is the Tired time that amount has in creased, I do not fell like they are try to work with me and continuing to add more funds as if they do not want me to afford to keep it.

  

  Business Response

  Date: 10/03/2022

  In reviewing the information, the customer called on
  08/02/2022 regarding a recent disconnect notice dated 08/11/2022 and
  additionally transferring service in August. The customer was advised service
  would not be disconnected during the transfer as the timeframe was taken into
  account with the transfer of service. On 08/08/2022 the customer called to
  transfer service. The first bill at the new address, which included the prior
  accounts remaining transferred balance, cycled on 08/15/2022. A disconnect
  notice was sent in mid-September for a past due balance. The customer called
  and an extension was discussed but not agreed to. Service was disconnected for
  non-payment. A pledge was made and a reconnect order was issued. The customer
  called and requested service not be reconnected and the reconnect order was
  voided. The following day the customer called and requested to connect service.
  Service was restored the same day. A Specialist attempted to contact the
  customer and left a voicemail requesting the customer call back to discuss any
  questions or concerns the customer may have.

• Initial Complaint

  Date:09/19/2022

  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.

  Have been on Auto-Pay for years with Ameren UE. Apparently sometime in October or November of 2021, Ameren switched out my meter (on their own initiative) with a "Smart Meter". (Apparently, it wasn't so Smart as it didn't work.) So they seem to have switched from actual meter readings to "estimated" meter readings. This went on for almost a year. Today a got a bill for the difference between the "estimated" meter readings the past 303 Days and the "actual" meter readings of $1890.46. Ridiculous that they waited 303 days to correct an error on a meter they installed, on their own initiative, and then spring a $2000 bill on me. If there was any alternative to this horrible company I would definitely switch--but there isn't any. Can't even chalk it up to "Buyer Beware"--as it's a Monopoly, so we are stuck with them.

  

  Business Response

  Date: 09/27/2022

  In reviewing the information, the meter was previously
  changed but was not updated in the system at that time. The billing was
  recently adjusted with the actual usage. The customer called and a payment agreement
  was set up on the account breaking the adjusted balance into monthly
  installments. In additionally reviewing the information, a specialist attempted
  to contact the customer and left a voicemail advising the customer to call the
  specialist back to address any additional questions, concerns, or discuss an
  additional payment agreement if requested. The customer has not contacted the
  specialist back at this time to discuss any additional questions or concerns. The
  customer may also contact the customer service department at ###-###-#### to
  discuss the account or another payment agreement.

• Initial Complaint

  Date:09/19/2022

  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 pay my Ameren bill each month electronically from my checking account at ******** ****. In early September I tried to pay my AT&T bill of $213.70. Unfortunately I actually sent the $213.70 to Ameren. I didn’t realize that I mistakenly sent my to Ameren and didn’t figue out the mistake I made until September 16th. Upon discovery of my mistake I called Ameren Customer service and asked that the money be refunded to me. Their response was their policy was not to refund overpayments immediately. Their policy is to hold the money for 14 business days and then they will refund the money. I talked to ****** and a customer service supervisor ****** and they both told me their policy is to hold refunds for 14 days. My current Ameren bill is $39.52. I received this bill last Friday. It shows a credit balance of $174.18. I asked them to electronically transfer $174.18 to my ******** **** account from which they receive my monthly payments. They said their policy is towait for 14 days. They did not dispute that I am owed $174.18, but they will not return the overpayment because that’s their policy. They gave no reason why they hold it 14 days. I asked if I will be given interest on the credit balance of $174.18 and got no response because there is no logical or financial reason for them not to return immediately the $174.18. Writing me a refund check or electronically sending $174.18 could have been done last Friday and I could have the check now. However, I have to wait 14 days. As a customer of Ameren for over 40 years, I am extremely anger at being treated like this. Instead of being treated fairly and having the credit balance refunded to me immediately, Ameren gets to use my money to earn additional interest for Ameren and for millionaire CEO Warner Baxter. I believe this is a predatory business practice. Ameren agrees they owes me the money, they just won’t give it back to me for 14 days.

  

  Business Response

  Date: 09/23/2022

  Ameren Missouri's policy for a refund on an overpayment states that it cannot be issued before 14 calendar days or unless we receive a letter from the customer's bank or communication from the bank asking to reverse the payment. You're welcome contact Ameren Missouri at ###-###-#### to request your full refund on Monday, September 26, 2022.  

• Initial Complaint

  Date:09/16/2022

  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.

  This electrical company Ameren Missouri has initiated an account for a property ***** ******** that I no longer own or manage. last year I called them and requested that my name needs to be removed from this account. now for some unknown reason they started a new account on my name without my permission and send me a bill of $218.35. When I called them they were not very cooperative or willing to remove these charges/ account out of my name. So I am attaching two pictures showing a closed old account and a current new account with charges.

  

  Business Response

  Date: 09/23/2022

  The customer call from **** *** on 06/29/2021 was reviewed. During the call, the **** *** asked to close the account, but there was no mention to cancel the landlord agreement in place, so it remained. A new tenant set up service at the premise. Later, upon the tenants request that service be taken out of their name, the property at **** ******* was automatically connected in accordance with the Landlord Program terms of agreement. That resulted in a new account for **** *** beginning 07/11/2022. 

  Since it is our understanding that **** *** is no longer the owner of this property, he has been removed from the Landlord Agreement ** **** *******. No future bills will automatically be placed in his name at that premise. It is **** ***** responsibility to contact the property owners to receive reimbursement for the electricity that was accumulated and billed under his name when he no longer owned the property. Ameren Missouri was following the Landlord Program terms of agreement. 

  Customer Answer

  Date: 10/04/2022

  During my conversation with Ameren MO representative (6/2021) I told her that I have sold this property to ***** reality and when asked for their contact info. I informed her that this is public record and can be easily accessed via City Hall website. Later, the electric was transferred to its current owner *******. As can be seen from a cop of an E-Mail, that in July 2022 Electric was transferred to "******* * ******" from the owner of **** ******* ***** ******** ( ***** REALTY)

  A change has been requested for a Start Service date
  The start date for an existing Electric service request has been modified for the following property:
  Service address: **** ******* ***** ***** ** *****
  Original start date: 07/05/2022
  New start date: 07/06/2022
  
  New customer name: ******* * ******
  New account ending in: ****
  
  Previous customer name: ***** REALTY
  Previous account ending in: ****
  If you have any questions, or feel that you have received this email in error, please contact us.
  Thank you,
  Ameren Missouri Customer Service
  

  
  

  I guess, when ******* * ****** moved out of that property the Ameren MO instead of transferring it back to ***** REALITY... very conveniently transferred to my name without my permission. And when I received the bill and repeated my stand on this Bill, Ameren MO has once again transferring this electric on ******* * ****** name. I bet that poor person is even not aware of Ameren MO this criminal activity. So, I advice this electric co. to do its home work and deal with the owner of this property, instead of dumbing its Bill on other parties. 

  
  

  Thanks

  **** ***

  

  Business Response

  Date: 10/09/2022

  The customer call from **** *** on 06/29/2021 was reviewed. During the call, the **** *** asked to close the account, but there was no mention to cancel the landlord agreement in place, so it remained. It is the responsibility of the landlord to close their landlord agreement or to specifically ask the advisor to close the landlord agreement in place.  

• Initial Complaint

  Date:09/09/2022

  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 latest electric bill does not report my electric meter's previous reading. I contacted Ameren and was told that Ameren can no longer provide
  the previous months end reading so that as a customer you can verify what they are billing you for. I say this is a pure lie. They can tell me how much
  I use in a 15 minute time frame every day, and they can tell me how much I used last month, but they can't tell me what my new billing cylce meter reading was? Really, then how did they figure out how much I used? Our ****** ******* ********** seems to be selling out the people of
  Missouri in favor of Big Utilities.

  

  Business Response

  Date: 09/16/2022

  The bill format has changed to the interval format
  recently. With interval billing, the previous reading will always be zero
  because the interval data does not possess a start and stop reading.?The
  customer can view their daily usage online, but it does not display the actual
  meter reading. The usage summary can be broken down into as little as 15 minute
  intervals daily. As an option, the customer may contact our customer service
  department at ************ and request the meter readings pertaining to their
  current bill or manually obtain the readings from their meter on or around the
  applicable billing dates if they choose. The reading on the start date of 07/28/2022 was 2536 and the reading on the end date of 08/26/2022 was 3179.

  Customer Answer

  Date: 09/16/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: It is a clandestine and horrible way to run a respectable business.  Ameren is setting up the customers for Ameren's ease of ability to overcharge their customers at their discretion.  I would have a hard time believing that the ****** ******* ********** is on board with Ameren's lazy way of creating the ultimate ability to overcharge their customers at will.  This is the most disgraceful change of business practice that I have seen and if Ameren's million plus customers accept this crap, then they are just plain stupid!!!!
   
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:09/06/2022

  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.

  To Whom it may concern,
  
  This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below.
  
  10 AMEREN MISSOURI ********* $571.00
  
  Under the Fair Credit Reporting Act, 15 U.S.C. § 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please don’t respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  

  Business Response

  Date: 09/13/2022

  In reviewing the information, the customer has attached an additional utility bill under another company's name. The customer has also referenced an
  Ameren account in this complaint with a balance. We were able to locate an older account under a similar customer name with a remaining balance. We are
  unable to verify if this is the same customer of record. To additionally assist the customer and verify and confirm the correct customer record and account,
  the customer should contact the Customer Service Department at ************ to provide additional information. Once the information has been confirmed, we are able to provide the customer
  with additional information at their request. We are unable to discuss account specifics
  through an unauthorized third party. The customer may reach our Customer
  Service Department at the number provided above. 

• Initial Complaint

  Date:09/06/2022

  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.

  Ameren has autopay through company called ********. I have been enrolled for an extended period of time. I always check my account monthly to make sure bill was paid via my credit card. Today I noticed the payment had not shown up so I checked my Ameren account and bill shows past due. Called Ameren and was told nothing they can do to contact ******** via Ameren website. Logged in went to ******** and see a note it has been taken over by ***, there is no way to contact *** and Ameren says they can do nothing to help. Tried calling Ameren AGAIN only to have the 800 customer service line go dead 2 times. Also, the 1st Ameren customer service agent (*******) told me to check my credit card balance and expiration date, both checked OK issue is not with credit card.
  How can Ameren use a 3rd party company for bill pay and have no idea how to resolve an issue

  

  Business Response

  Date: 09/13/2022

  While we make every attempt to assist customers with issues
  when making payments, an authorization decline that originated from a customer's
  card company is something that we cannot assist with.  Unfortunately, speaking with the credit card company to understand why the authorization for the deduction was
  declined is the only resolution.

  ******** is unable to assist customers beyond assistance with making a payment. ******** sent an email to the email address on file alerting the customer to an issue on 08/30/2022.

  Customer Answer

  Date: 09/13/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  The response is not correct, ******** never sent an email, having previously had issues with bill not getting paid & no notification from Ameren or ******** I now check my credit card every month. Seeing no debit I called Ameren & was told nothing they could do I should check ******** through Ameren web site. Clicking on ******** switched to a website called *** and no way to contact *** or ********. I called Ameren back and mysteriously talked to someone that helped look into the issue although I now have over 1 1/2 hour involved trying to get to the problem. Why couldnt the first Ameren representative (*******) help me instead of sending me on an hours long useless path. In the end I found an error on the credit card that could have  been resolved without hours on phone on hold if the first representative would have given a minimal effort. Ameren should improve their customer service, stop making false claims, then there would be no reason to contact BBB
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:08/31/2022

  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.

  On 5/13/2022 I attempted to return a call regarding my son's past due account. We left the service on until 4/1 after my son died on 3/6 because we thought we had to leave the service on until the end of his lease. He lived on SSI, and LIHEAP assistance (which for some reason didn't assist with the summer months). He had no life insurance, nor savings. There are NO funds available for this balance. We vacated the apartment on 3/10. I explained all of this to the representative I spoke to on 5/13.Now, a collection agency, I.C. ******* **** is attempting to collect the balance. I don't know what Ameren expects, but this is very frustrating and painful. Please advise. Thank you.

  

  Business Response

  Date: 09/06/2022

  In reviewing the information, the Order Approval Desk has reviewed the attached information that the customer has provided. Notification has been sent to the credit department regarding the deceased customer. The account has been updated and no additional collection activity should be pursued.

  Customer Answer

  Date: 09/06/2022

  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. Thank you.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/25/2022

  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.

  On August 12th 2022 my power went out at 3:30am. Ameren showed up around 8am. They said the transformer was bad. They replaced the transformer and turned the power back on. When the power came on it knocked out my oven, microwave, refrigerator, 22 in monitor, standing fan and an alarm clock. I file a report with Ameren and sent it in for replacing all that was knocked out. I was told on August 25th that the claim was denied. The claim number is *************. The amount to replace everything was $2649.72. I am furious with their decision. I live on ****** ******** and can't afford to replace these item. Tell me why I am being denied since this was Ameren fault. The surge when the kicked in the new transformer is want destroyed my item. I am going to talk to an attorney if this is not resolved by Ameren. Ameren sucks. In the last 5 years I probably lost power 4 to 5 times.

  

  Business Response

  Date: 09/13/2022

  Due to the very nature of the equipment used by Ameren and all other electric companies, it is impossible for them to guarantee that no part of it will ever fail. Such outages and surges occur from time to time, but it is not the result of any fault or lack of care; to the contrary, outages, surges, and failures occur even
  though due care is exercised. 

  Customer Answer

  Date: 09/16/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** **********

• Initial Complaint

  Date:08/22/2022

  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.

  Ameren is probably the most greedy company. This company makes up rules as they go along. They have added some many extra charges to the bill that are pretty much the same charges just worded different. Then on top of that it doesn't matter how long you've been a customer, they find any way to put the screws to you. Like this past month In July I got a bill for 200 I paid it in full. Then I got a bill for 180 due 8-16-22 here we are on 8-22-22 and they sent me a discount on my account not even 6 days after my bill was out. Called and complained about the issue and the response I got was oh we use our own credit rating and you've depleted yours. Never in the 15 years that I've been a customer have I heard anything about this. I've had some discount in my years but never have they done this. So it's kinda messed up not even 30 days after I pay my bill in full they send out a discount because I didn't pay it with in 3 days so it dropped my credit with them. Not to mention some how my bill always goes up more from last year. I have I high usage and I'm not even home half of the time. All of my appliances are supposed to be efficient low usage. So how am I getting bills in the 200 dollar range when I'm not home and nothing is running. This company makes the rules to benefit themselves and don't care about the community just the money they can milk out of us knowing we have no other choice. This company made 5-6 billion dollars. I wonder how much the ceos are pocketing while the rest of us struggle, being bled for money. judging by the bbb star rating I'm surprised this company hasn't been investigated for price gauge and making things up as they go. I would go zero stars but it makes you go at least 1 star which is sucking in itself that I have too.

  

  Business Response

  Date: 08/29/2022

  In reviewing the information, a disconnect notice may be
  sent if an account becomes past due. The customer may review any available payment
  agreement or due date extension options online through the website or by
  contacting customer service at ************ if they choose to. The usage had
  previously increased with the warmer temperatures and could possibly be due to
  cooling the residence. The customer may additionally consider viewing their
  daily usage online to assist in determining what may be using more or less
  electricity at the residence. The customer may additionally contact customer
  service if they have any specific questions regarding their bill.