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:07/14/2022
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 insists my zip code is invalid which prevents me from automatically paying my bill or logging into my ameren account after providing my account number. I have brought this up with no less than 5 CSR’s and even had my power turned off without any way to pay my bill because the system says my zip code is invalid. This is the same zip code on file and works for any other utility or billing department for every other business except ameren who claims my zip code is invalid. They cant seem to ever fix the problem yet insist on always telling me that they've fixed the problem. If i had a opportunity to switch service providers i would but they are a monopoly and im held hostage by a company that will turn off power for non payment but wont let you make a payment because they claim the zip code is invalid which is is not. Its also a 100 ° outside today on top of everything else. This is probably illegal.
Business Response
Date: 07/20/2022
In reviewing the information, a recent payment was made on
the 14th and the same day the customers billing zip code was updated
after speaking with an advisor. The treasury department has since reviewed the
information and was unable to
generate an error with the customer's current account zip code online. The
customer should additionally ensure when imputing credit card information, that
they are using the billing zip code associated with their credit card. If the
customer is still experiencing issues, they may contact customer service and
advise how they are making the payment, and the zip code they are using. This
information can be forwarded to the treasury department for review.Customer Answer
Date: 07/20/2022
Complaint: ********
I am rejecting this response because:
Will still not let me pay using my actual zip code. The same zip code I use with my card to pay all my other bills. Problem is NOT resolved. This is just an example of the poor customer service I’ve received trying to address this issue. Another cookie cutter response and lie, but this time they have the gull to dismiss it and assume I don’t know how to update my banking information using my card on file. This unprofessional response will be used to per-sue this case further with both the regulating agency as well as legal.
Sincerely,
**** *****Business Response
Date: 07/25/2022
In additionally reviewing the information, we are unable to
discuss account specifics through the Better Business Bureau as they are an unauthorized
third party. As previously indicated, if the customer is still experiencing
issues and would like assistance, they may contact customer service at
###-###-#### and advise how they are making the payment, the zip code they are
using, the payment method, and the error they are receiving. This information
can be forwarded to the treasury department for review to additionally assist
the customer with attempting to correct the issue.
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