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.
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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:08/17/2022
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.
We moved to ** on July 11th, leaving our ***** ***** house completely vacant.
The electric bill from July 22nd to August 8th was exorbitant; they claim we used 588kWh and only generated 233kWh. We consider this price gouging because:
1) We have solar panels installed at the Saint Louis house that tends to generate between 15 and 23 kWhs any given day, Peak power is 2.4 kWp.
2) We kept our AC warmer than most - meaning 75ish at all times, and
3) There were literally no electronics outside of a fridge, and other unused appliances
It is extremely hard to believe that a completely vacant house would use so much energy given the above reasons and impossible for us to verify 1000 miles away.
Since our internet was disconnected, we do not have data on how much energy our solar panels produced during that period. Attaching of last year's generation.
We would like our bill adjusted.
Business Response
Date: 08/23/2022
In reviewing the information, the customers usage is
comparable to the prior year when reviewing the similar months of usage. The
air conditioner could likely be the cause of the usage with the higher summer temperatures.
The customer has since discontinued service and a final bill was sent for 18
days of usage. The bill additionally contained the prior months unpaid balance.
The customer may additionally contact customer service at ************ and
request a month by month activity statement for comparable reference.Customer Answer
Date: 08/24/2022
Complaint: ********
I am rejecting this response because:
Last year's amount for the full month was about double what we were charged this year. It would make sense that we were charged that much this year, had the house not been empty that whole time.Last year we had:
- Three large aquariums with heaters, lights, and filters. These were used 24/7. (32 gal, 60 gal, 75 gal)- Multiple computers and laptops always plugged in, two of which were gaming computers. These were used almost during all waking hours of the day, some were on over night.
- The AC and all the appliances
- Multiple TVs and montiors, smallest of which was a 32in. Largest of which was a 55 inch.
- Surround sound system in one room, sound bar in another.
- Several plug in appliances in the kitchen that we either threw away or took with us this year.
- 6 different video game consoles.
This year, we had simply the AC and the appliances plugged in for that billing period. We weren't the average electricity users, we used a lot. It is not so simple a thing to believe that the ac, even when set to the high setting we usually use, made up for absolutely everything being gone in t he house for 18 days.
Sincerely,
*********** ****Business Response
Date: 09/01/2022
In additionally reviewing the information, the usage was as
low as 10 kWh and as high as 31 kWh on some of the days in question. A
supervisor reviewed the information and confirmed it appears the usage would
possibly still be related to the air conditioner with the thermostat being set
at 75. The meter was reporting usage that varied daily as normal. The July and
August usage was less in comparison to the prior year.Initial Complaint
Date:08/13/2022
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.
At the beginning of March I scheduled a disconnection for my electric at the address I was currently residing it for my move out date of April 1st 2022 I proceeded and left the residence the home is currently occupied by a new resident/rentor but yet the bill is still in my name and accruing charges every month I have called multiple times to have it shut off and they said that my account was being addressed that they had to get my finalized bill that cuts off on April 1st they also informed me that the bill was no longer in my name it was in somebody else's name however my bill is going up and is up to $500 now four months later after I have left that residence. The issue is not being resolved fast enough as late utility bills now go on your credit I don't understand why it is so difficult to get the bill out of my name after 4 months and after the last customer service rep reassured me that the bill was in somebody else's name I don't understand if it's in somebody else's name then why is my name with that address constantly going up every month with usage if the bill is in somebody else's name then it should be going under their name not mine. I want my name off that residence and I want my final bill that the last day was march 31st 2022. This should have been done in a more timely manner for such a large corporationBusiness Response
Date: 08/18/2022
In reviewing the information, a disconnect order was
initially requested by the customer in early March with the effective date of
04/01/2022. Due to a system error and other orders at the same premise, the
order did not process as normal. This was escalated and the account has now
final billed with the initially requested date. Any applicable late payment
charges have additionally been credited. A final bill with the effective final
bill date is being sent to the customer.Initial Complaint
Date:08/09/2022
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 made a payment of $222.42 on Jul 14 2022. This payment was taken from my bank but never posted to my account. The first notification I received was a "FINAL NOTICE."
When trying to resolve this with Ameren, they were not helpful and tried to make it my job to figure out where they put the money. They told me I had to send they a screenshot of the transaction in my bank and call my bank to get what account number it was posted to. My bank's response to this ask was, "How would we know?" Paraphrasing there. After sending the screenshot on Aug 5th, I am yet to hear anything from them, even confirming they received it.
Today, I got a call from them saying to contact them by today or I would be shut off. I made a payment so I wouldn't, but they still owe me the $222.42 they took but didn't credit to my account.
This harassment without aid is unacceptable. It is Ameren's responsibility to investigate where they put the payment, not mine. I don't have access to their data. Filtering out the transaction and tracing it shouldn't be that difficult.
Then again, looking at the BBB rating, there is no doubt why. This business would not be in business if they were not a regional monopoly.Business Response
Date: 08/11/2022
In reviewing the information, the Treasury Department had
not received any information from the customer to review and locate the
payment. The Treasury Department reviewed the account and payment information
that the customer had indicated and were able to locate the payment. The
Treasury Department advised when the payment was submitted the last two digits
of the account number were transposed which caused the payment not to apply to
this account. The payment has been transferred and the late payment charge have
been waived. The account now reflects an excess credit balance.Initial Complaint
Date:08/07/2022
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 called Ameren UE to disconnect service at my sons residence on May 24th 2022 and to start service for him at his new residence starting on June 1st of 2022. I am still receiving bills for the disconnected address. I have contacted Ameren 2 to 3 times now and I received yet another **** at the beginning of August 2022 for this same address. I was told the last time I spoke to a representative not to pay the **** which I do not intend to do. I would like this matter resolved so I am not continuing to get someone elses ****.Business Response
Date: 08/12/2022
There was a system error preventing the closing of your account. This issue has been resolved and your credit was transferred to your current account. The final **** date was 05/24/2022.Customer Answer
Date: 08/15/2022
Complaint: 17684792
I am rejecting this response because:
I ended service on May 24th in which I made a payment on May 24th in the amount of $9.51 which was the typical amount of my sons monthly ****. I received a **** last week stating I have a final **** of *****. For the dates of 05/03/2022 -05/24/2022. This is not how the billing cycle is done. I should not have to pay two bills for the month of May.
Sincerely,
***************************Business Response
Date: 08/16/2022
Your payment of $15.26 was transferred to your active account as a credit.Customer Answer
Date: 08/16/2022
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:08/04/2022
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 am a home owner in *** ***** ****** and customer of Ameren Power Company . At 1044 PM on August 3, 2022 the power went out in my home and Ameren has made no effort to repair the electric lines serving my home , now 17 hours after the outage , no attempt to repair the outage has been made . All of the food in my refrigerator and freezer are spoiled , no light , no air conditioning and no ability to even find out where or what caused the outage has been provided by Ameren . An outage map states 87 homes in the area are out of power. There is no ability to confirm these statistics.Business Response
Date: 08/11/2022
In reviewing the information, we were unable to locate an
account at the address provided in the complaint. We were able to locate an
account under the customer's name at a similar address and believe this may be
the address the customer is referencing.
In reviewing the alternate address in question, a manager
has provided the following information:
On 8/3/22
there were multiple lightning strikes that caused a feeder cable outage. Some
of the customers associated with the outage were able to be moved temporarily
to another circuit to restore power sooner. The remaining customers on part of
the feeder were out of service until 4:33 pm while crews patrolled the feeder
cable and repaired a failed connector on a feeder terminal pole. We apologize for any frustration the
customer has experienced. It is very difficult to experience an outage but to
lose your food as well can make things worse. Unfortunately, we do not pay
claims for food spoilage resulting from failures of service that are beyond
reasonable control-for example, an act of Mother Nature. We do suggest the
customer possibly check with their homeowner's policy to see if they cover food
loss.Initial Complaint
Date:08/04/2022
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.
Our power goes out too frequently (been about once a month the past few months) sometimes during small storms and sometimes when the sun is shinning. During our most recent outage last night, we lost power at 11pm and didn’t receive an update that Ameren was working to restore it until 5am (and still no power @ 7:30a). It is absolutely ridiculous to frequently lose power and for such long periods of time, especially because I live in *** ***** city (not in a remote area with a small population and a lot of trees). Also, tell me why my side of the block has no power but the houses across the street do?! The previous power outage was due to “unknown” and the time before was due to “faulty equipment”. There should be preventative maintenance happening to prevent such frequent outages. I’m very disappointed by Ameren’s service, but unfortunately they are a monopoly and we have no other option for power where we live. It seems like they are just quick fixing immediate issues to restore power, but a more thorough review and repair of equipment needs to happen more frequently.Business Response
Date: 08/10/2022
In reviewing the information, a manager has provided the following details:
This customer has experienced nine separate outages in
2022 with three of these being momentary. Six of the outages occurred
during major storms. Two of the outages were related to feeder cables and the
issues were addressed. The most recent outage was due to equipment damage. This
circuit was last trimmed in February of 2021. The circuit is scheduled to be
patrolled next year. None of the outages from this year indicate they were tree related. We are committed to safely getting power
restored in a timely manner when an outage occurs. If there's something else
we can assist with, the
customer may contact our customer service department at **************.Initial Complaint
Date:08/03/2022
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.
Within last 6 months 75 percent ofnthe storms resulted in power loss. But the bill does not reflect this disconnection in service. I would like better service from this company and my bill to reflect power outagesBusiness Response
Date: 08/09/2022
In reviewing
the information, our records reflect three outages related to the customer
during 2022. The outages reflect tree damaged was related with one of the
outages being momentary during rain. Another reflects the weather was during a
thunderstorm, and the third reflects the weather as calm. Vegetation management
has advised the circuit was last trimmed in 2020 and is scheduled to be trimmed
again in 2024. The mid-cycle patrol was recently completed on 7/13/22 to check for
hazards.
Customers are
not billed for usage during an outage as no usage would be recorded through the
meter for billing while service is off. We apologize for any frustration.
Unfortunately, we do not pay claims from failures of service that are beyond
reasonable control-for example, an act of Mother Nature.Initial Complaint
Date:07/21/2022
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 received my bill for this month, and it was nearly 50% higher than any prior month over the past 12. Nothing in my property or usage has changed. My bill for this period was $142.96. The same period the prior year was $89.69, with no bills exceeding $97 over the 12 month period.
When I called and inquired about the glaring difference in this month prior to any others ever, I was basically told that this is what the meter said and it is what it is. They said I could have my electrical checked.
There is no recourse but to believe them, and trust that their meters are operating effectively. That is clearly an issue.Business Response
Date: 07/28/2022
Please contact the company at ###-###-#### and request a meter test. You may schedule the test so that you can be present and see firsthand if the meter is functioning properly. If for some reason it is not, an adjustment will be made to your billing statement.Initial Complaint
Date:07/19/2022
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 had an electrical outage that occurred through out a week's time. I didn't know that there were wires that burned out. I filed with my insurance but it was not an insurance claim. Ameren has come out and patched it together and it is working now. But I don't know how long it will be until it goes out again. This cost me thousands of dollars and damaged my house. There are places in the house that I don't have electricity. I don't think the house is safe because of their work.Business Response
Date: 07/26/2022
We will need more time to investigate this claim. We will be in touch as soon as we have more details.
Business Response
Date: 08/01/2022
Ameren has advised the customer to contact an electrician. The Ameren equipment was all running properly when inspected in June when the customer had concerns and all service up until the meter itself is safe. Ameren is not able to comment on safety or nature of the electrical equipment beyond the meter.
As a continued effort to improve overall reliability for our customers, we are planning to
replace a section of the triplex with a span of primary line and move the
transformer closer to the customer's house. We will also replace the service wire when
this is completed. This is scheduled to occur within the next month.Initial Complaint
Date:07/18/2022
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 am disabled and moved from **** ***** ***** ********* ** to *** ******* ** *** ** **** ***** ** and three months later and hours on hold and .talking to supervisor after supervisor....still have not been credited the 449.00 I was ahead for budget billing and I have been told numerous times that it will be credited this amount and has not been done I moved may 31 2022 and still no credit!!! I can not afford to give away this kind of money and shouldn't have to go to this trouble for my account to be corrected!!! I don't understand why I have to keep wasting my time only to see it still not credited!!! But if I owed this u would have sent me a million notices and then turned around and charged me fees!! What my compensation? The worst customer service I have ever evcountered! Been lied to , disconnected numerous times ,and told I will get a call back on three occasions ! And that has only happened once out of three occasions and then told they have to send to accounting and supposedly that had been done by last associate...and would be credited....run around....one time after another!!Business Response
Date: 07/26/2022
This is still under investigation as we are trying to determine why the budget balance ahead did not transfer. In the meantime, the late payment fee of $2.60 has been waived and we will continue to work on this until there is a resolution. The entire balance has been suspended for 30 days. That will keep late payment fees from accruing.Customer Answer
Date: 07/27/2022
Complaint: ********
I am rejecting this response because:
I sent this company all documentation need to support this claim, they simply need to credit my account as they have told me many times they would.
Sincerely,
******** ****Business Response
Date: 08/03/2022
This issue has been resolved and the customer was contacted about her credit balance. All late payment fees were waived.
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