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

  9823 Mackenzie Rd Affton, MO 63123-5424

• 

  Ameren

  4400 Union Blvd Saint Louis, MO 63115

• 

  Ameren

  1300 W Liberty St Mexico, MO 65265

  
• 

  Ameren

  PO Box 66875 Saint Louis, MO 63166-6875

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:09/09/2024

  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.

  Since approximately May 2021 my residence has lost power approximately 10 times. The duration period of the outages has ranged from 5 minutes to multiple days. I do not understand how the power even goes out on sunny days with no weather concerns. Most recently the power was out on Friday September 06, 2024, for approximately 7 1/2 hours. Due to the length of the power outage everything in my refrigerator had to be thrown away. I have had to dispose of items in the fridge multiple times over the past 3 years due to random power outages with limited explanation as to why my street regularly loses power. I am requesting an account credit or refund for the fully stocked fridge of food that had to be disposed of due to being with power for 7 1/2 hours.

  

  Business Response

  Date: 09/17/2024

  In reviewing the information, our claims department confirmed they did not have information regarding a damage claim being filed.

  
  An engineer reviewed this request and provided the following information:

  
  This customer is fed on an underground subdivision loop,which is fuse tapped to the overhead backbone and then a straight feed to the substation feeder breaker from there.

  
  The most recent outage the customer is referring to, that occurred on 09/06/24 for 7hrs 19 minutes, was due to a failed cable that serves their subdivision. Normally it doesn't take hours to get the transformer powered up again, but the crew ran into trouble switching the transformer.

  
  The next blue-sky extended outage was on 7/19/23 which was from another faulted cable.

  
  There were a few other vegetation related extended outages in the last 3 yrs. on gray-sky days. One included a 74 hour and 17 minute outage on 07/01/23 (major storm) that required transmission pole sets.
  
  The outage history over the last three years was reviewed and a request was made to the appropriate departments to create a project for cable replacement in the area which should improve reliability.

  Customer Answer

  Date: 09/26/2024

  Complaint: 22261143
  
  I have reviewed the business' response and am rejecting it because:
  
  Please provide a claim form for me to complete for reimbursement. Your website only shows claims forms for submitting to Ameren ********. Please provide the form and address for Ameren Missouri claims to be sent. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:08/23/2024

  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 sent us a bill to replace two poles on my property. There was one rotten broken pole that we reported being broken. They attempted to charge us over $7000 to replace the pole(s). We fortunately documented the rotten pole, not poles, as only one was replaced. These poles do NOT service our property. They are on an easement through our horse pasture, and serve the community. Owning over 700 acres of land many Ameren poles cross our property via easements. Over the years we have seen poles replaced. Never has Ameren attempted to charge us to replace their rotten poles. Especially as this particular pole does not even service us. Whats even more astounding is they attempted to charge us for two poles when they replaced one.

  

  Business Response

  Date: 08/29/2024

  In reviewing the information, on 05/31/2024 damage occurred when the landowner struck a utility pole with a skid steer and brush attachment. The pole broke and Ameren had to replace it. The customer was originally bill for two poles. 

  
  On 08/02/2024 ****************** left a voicemail regarding the bill and disputed there being two poles replaced. ****************** stated in his voicemail that he was not to be contacted. Additional review was completed, and it was determined only one pole was replaced. The billing was corrected, and a new billing statement was sent to ******************.

  
  08/21/2024 ****************** left another voicemail advising Ameren not to contact him again because he was contacting his attorney.
  
  The cause of the damaged pole was the landowner using a skid steer to mow a fence row and a pole was struck at the base causing it to shift, resulting in the top breaking out of the pole.

  
  The account will remain as billed for the damaged pole that was replaced.

• Initial Complaint

  Date:08/02/2024

  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.

  No matter what I do I am still behind in my bill. They give me a bunch of legal jargon that I don&#**;t understand. There are 2 people in the house andit&#**;s 749 square feet, I have a tv on and a laptop. I&#**;m tired of being overcharged. Every time I am behind. I would like for them to bill me correctly and to refund me the money that has been overpaid to them.

  

  Business Response

  Date: 08/09/2024

  We have received actual readings for your usage. Below are some energy savings tips:
  
  *Save up to 12% on your cooling costs by programming a smart thermostat. In the warmer months, raising your thermostat to the recommended temperature of 78 degrees will use less energy.
  *Replacing your furnace filter every 3 months can save you up to 15% and will help your furnace run efficiently. A dirty filter also allows dander, mold and dust to circulate throughout your home.
  *Keep the heat and air conditioning indoors by caulking and weatherstripping your doors, windows, along molding and around electrical sockets and switches. Caulk, weatherstripping and window film kits are easy and inexpensive DIY options that can save you up to 30%.
  *Swap your incandescent light bulbs with LED bulbs and use 80% less energy. LED bulbs use less energy and are longer-lasting and are more durable than incandescent or CFL bulbs.
  *76% of the sunlight that falls on your windows can heat your home. On sunny winter days, open your curtains on the sunny side of your home to help warm your space and reduce the need to turn up your furnace. Combine this step with a programmable smart thermostat and save!
  *30% of a homes heat is lost through windows when the sun isnt shining. In the evening, close your curtains and blinds to keep the heat in.
  *Set your ceiling fan to rotate counterclockwise in the summer, so you feel cooler. Set it to rotate clockwise in the winter to keep the warm air from rising to the ceiling. These simple changes can help you save up to 15% on your energy costs.
  *Moving your furniture away from drafty windows and vents will keep you warmer in the winter and prevent you from turning up the heat. Obstructing vents also blocks heat and air conditioning, which wastes energy and may even pose a fire hazard.
  *Grilling outside instead of using your stove not only helps you use less energy but keeps your home cooler. You can also save by using a small appliance, like an air fryer.
  *Save up to 20% on your energy costs by not using your dryer.
  *Planting the right tree in the place can make a difference. Shade trees can reduce your energy costs by 30%.
  *Using area rugs can keep you warmer by retaining heat. They also feel nicer on your bare feet.
  *Throw in reusable wool ***** rather than dryer sheets and cut your drying time nearly in half.
  *When the weather is good, open windows on opposite sides of the room. This encourages efficient air flow and lets the fresh air in.
  *Every drop counts! Shaving off just three minutes from an eight-minute shower can help reduce your energy spending and conserve water.
  *Wash clothes in cold water on the eco setting if possible. Washing in hot water uses up to 85% more energy.

  You may also want to visit our website to choose a rate that works best for your energy usage habits.

• Initial Complaint

  Date:08/01/2024

  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.

  Hello, I am very concerned about the digging that Ameren has chosen to do in my front and side yards and the unacceptable way they feel they have corrected the issue. With extremely minimal communication, Ameren has dug multiple holes in my yard, driven machine equipment through the yard to kill even more grass (no where near the most direct route that would kill the least amount of grass), and attempted to correct it with straw (only in the areas that were dug, but not in the multiple areas that the equipment sat or drove through that also killed our grass) that is growing weeds and grass not remotely similar to the grass that was dug up. I reached out to Ameren on July 19th to discuss my concerns. Their website states that they will respond within 48 hours. I have still not received a response as of August 1st regarding our concerns. The digging began in early June and this is still not resolved.We have spent thousands of dollars on our yard prior to knowing Ameren planned to drive equipment through the yard, dig it up and not at all fix the areas to make it what it was before Ameren came in with minimal communication for us to even understand why. In addition to grass not equal to the grass dug up, the dirt put back is not level and does not allow for a lawnmower to go over it. We have a sprinkler system that we have installed and paid thousands of dollars for was broken. We were not communicated with, and we have no verification that it was fixed. We have mud throughout our sidewalks, driveway, and remaining grass from the holes that remained for weeks, and the water main break that was caused by the digging.Our lawn mower is now broken due to flags that were not retrieved when finished, but instead attempted to be buried in the dirt that eventually poked through just enough to completely break a lawn mower that will cost hundreds to replace. I hope to hear back regarding any options that we have. To replace the grass and lawn mower will cost us hundreds.

  

  Business Response

  Date: 08/09/2024

  Our contractor, ABD Companies will be out today to look at the property with a project manager. We will have a restoration contractor out early next week to make the repairs. Also, a message was left from our Ameren Missouri contractor services supervisor who can follow up with additional questions to correct this matter. 

  Customer Answer

  Date: 08/12/2024

  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 as long as they follow through. The response is a plan to action, but not a confirmation that it will be fixed.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 08/27/2024

  The company agreed to come back out and resolve the concern. They did come back out, however, they did not resolve the concern. They fixed one additional spot that they had missed in the beginning. And then they did the exact same thing with the same seed and straw that they did the first time which produced weeds and not grass. I still have multiple spots that do not have grass, where you can see the tread of the tires from where they drove through that have not been seeded or received straw. In addition, they have not resolved The areas that they put the ground back back Unevenly which caused our lawnmower to break in the first place. They said they would resolve and still have not. I would like to reopen this case because it is clear as soon as they saw it was resolved they stopped any support they were providing.

  

  Business Response

  Date: 09/03/2024

  ADB still has a few weeks left to tie in the conduits and send restoration crews to restore the yard. We need to make a tie in and install a new pedestal. After that is all completed, we will send restoration crews to the site. 

  Customer Answer

  Date: 09/14/2024

  I apologize, but this has not been resolved. I did reply to the previous communication that they said they would come back out, but then when they did they did not fix it. We have had holes in our yards for 3 months and they have not filled in the previous holes with anything near what it used to be or leveled out the ground that caused our lawn mower to break due to be uneven and burying the flags that were out there by the dig people. How can I keep this open?

  

  Business Response

  Date: 09/23/2024

  This project is still under construction. The restoration is expected by 10/15/2024. 

  Customer Answer

  Date: 10/21/2024

  We have been told on multiple accounts. This would be completed by October 15. They even specified it in the complaint section on this site. This is still not completed. When I have spoken to them, they have not apologized and they have stated that this is due to other emergencies in the state of ******** needing to be fixed prior to ours, but it would be fixed by October 15. On October 17 they reached back out to ask what I want done, and I repeated that I just wanted the weeds that they had grown that had died already to be reseeded. They have come out 3 times to fix our yard and it is still completely obvious where they dug and drove through our yard due to lack of grass or dead weeds they tried to bury. At this point it is October 21, We have had to turn our sprinklers off due to the frost we had last week and any effort they make to try and re-seed will likely not prove sufficient, but we wont know until the spring. Our neighbors yard looks far worse than ours.
  

  My biggest concern at this point since they clearly Will not be making this better, Is that on the one of the few occasions I was able to speak with Ameren about my concerns, They tried to explain to me that I should be thankful they were making these improvements. They completely discounted the fact that I have been paying Customer since I have owned Home, which is over 15 years with Ameren. Part of being a paying customer is knowing that they are doing their due diligence to make these improvements (that they advertise when they ask for price adjustments) without costing their customers thousands of dollars in yard improvements.
  

  The improvements that Ameren and ABD have made in my yard will cost my husband and I over $1000 next season to fix if we want our yard even close to the way it was before they came in. I do not feel that I should be ashamed to request that they have tried harder and not treated their paying customers so poorly. Most of this could have been avoided with a little more care and concern to acknowledge they are doing this to paying customers.

  

  Business Response

  Date: 10/28/2024

  Supervisors have recently been in touch with the customer. Workers went out this past week and restored this particular yard again.   

  
  Ameren still needs to make all the electrical terminations on this project which will start on 11/01/2024 and be complete by 11/27/2024. 

  
  Ameren had a call into the customer as of last Friday 10/25/2024 but had not heard back from the customer at that time.      

  Customer Answer

  Date: 10/29/2024

  Complaint: 22080193
  
  I have reviewed the business' response and am rejecting it because: I spoke with Ameren superintendent on Monday, 10/28/24. Im not sure why it says on 10/29 that they have not heard back from me. When speaking with the superintendent, I explained that my yard has received additional attention, but at this point it still in no way looks anywhere near what it did before they came. I explained that the neighbors in my area have received no additional support on their yards. My only assumption can be because they did not complain. Their yards look awful. I have been told that I should be thankful for their updates that I pay for monthly as a customer, and then told that is not how they feel. My concerns that they do not care at all about fixing the situation they created, only to get me to stop, is still there. Now that leaves are everywhere in my neighborhood as well as sprinklers having to have been turned off due to frost, it is unlikely we will know the true impact of the mess they created until the spring since this project took over 4 months when grass could have grown.
  
  
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 11/05/2024

  The superintendent of contractor services has given his number directly to the customer for future concerns if they should arise. 

• Initial Complaint

  Date:08/01/2024

  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.

  I have called twice regarding the peak times savings program. Am told we are not enrolled. But the thermostat tells us differently and the program gets taken over by ameren. Today ******* in rebate department was rude and hung up when I asked for a supervisor. Apparantly she is the only working for ameren. She transferred me to the wrong department. Nothing has been resolved and they refuse to help. You cannot remove yourself online. So my tenants are stuck with constantly walking up to the thermostat and changing back. Not good for a business, .

  

  Business Response

  Date: 08/08/2024

  A supervisor reviewed this concern and contacted the customer on 08/08/2024. The supervisor apologized for the frustration the customer had experienced. The customer had acknowledged that the devices were unenrolled but shortly later contacted the supervisor and provided screenshots regarding the program operating on their device. The supervisor advised they have additionally reached back out to the appropriate department to further address and resolve the issue as soon as possible. 

  Customer Answer

  Date: 08/11/2024

  Complaint: 22076338
  
  I have reviewed the business' response and am rejecting it because:
  
  It looked like we were unenrolled and Thursday both were back enrolled. Talked to supervisor.  See below for his very nice response. For now we are stuck.

   

  
  Sincerely,
  
  *****************************

  Yes some update but still working on a final solution. 
  
  Im being told there was an issue when you were unenrolled (which its been confirmed you are). But somehow when that happened on Thursday 8/1 the schedule for that specific day was not removed first. So, that schedule will continue to run each Thursday until it can be taken off. 
  
  Unfortunately we cant do that since we lose access to the device when its unenrolled. The team is following up with ***** to resolve it. Theres also a possibility there might be a way for you yourself to do that but I need to clarify that.   
  
  So, were not quite there but will work with Sensi to get this fixed. At the very least it sounds like its just the one day a week so we can work to get it fixed before it happens again next week. Also definitely let me know if youre seeing it on a day other than Thursday. 
  
  Again, Im sorry for the confusion and appreciate your patience.

  

  Business Response

  Date: 08/16/2024

  A supervisor has additionally been in contact with the customer over the past week regarding removing the schedule. The supervisor indicated the issue has likely been resolved after discussing with the customer again recently on 08/15/2024. The supervisor has asked the customer to reach out to them if any further issues appear.         

• Initial Complaint

  Date:07/25/2024

  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.

  I had some bank fraud and as a result had to update my autopay information for my utilities. I was able to do this easily with every company except Ameren. Ameren requires a from to be filled out and emailed in to two different email addresses. I followed the directions and mailed it in on 5/22/2024. I was shocked to get a disconnect notice called back was told they didn't receive it made the payment immediately and sent it in again. I was told they would have a supervisor call me back to make sure that this was taken care of. No supervisor ever called. Guess what they still didn't process the paperwork even though I called on 6/6/2024 and was told they had received the paperwork and it would be processed. Well again I was charged a late fee and had to manually pay the bill. Then sit on hold for over a half hour to get to a person who was supposed to help me set it up myself. Besides being incredibly rude and unconcerned with the problem she didn't want to wait to be sure the problem was resolved without getting off the phone. I was able to get the auto pay set up she did help with that. However I have to say I was completely surprised at how unhelpful everyone was. I'm just trying to pay you on time instead of any form of assistance I was told I was better off doing it myself. So after sending the form in 3 times and setting it up myself with some help from the woman on the phone, I get an email from *************************** telling me she set up the auto pay, this was a flat out lie as I set up the auto pay online. The company allowing their employees to get away with lying by promising call backs that they never request or claiming to do something the never did could be resolved by emailing transcripts of the calls to the customer. As when I said I was supposed to get a call back I was told that was not noted on the account. So I had no recourse as I couldn't prove that I was told I would receive a call. Ameren doesn't do this as they wish to hide truth.

  

  Business Response

  Date: 08/02/2024

  In reviewing the information, the account was removed from automatic payments in late May. The customer called in early June, spoke with advisors, and advised they had sent in the automatic payment forms in May. The advisor explained the account did not show they had been received. The customer was advised they could additionally set up automatic payments online. A request was sent to the treasury department to verify if the information had been received.The customer requested to be contacted by a supervisor. (In additionally reviewing the account, our records do not indicate a supervisor contacted the customer at this time as requested. This has been referenced for review.) Later that day the treasury department noted that the information had not been received and the customer should email the information. In late July, the customer called, and the advisor confirmed that the account was not currently set up on automatic payments.The late fees were credited. The customer spoke with digital support member regarding setting up automatic payments. At around the same time, the treasury department noted the forms had been received. The account was enrolled in automatic payments beginning with the next billing cycle. An email was sent to the customer confirming enrollment and advising that the prior attempts to send the forms had not been received. A supervisor callback was requested. The same day the customer spoke with a supervisor regarding the concerns they had with setting up automatic payments. The supervisor apologized for the inconvenience the customer had experienced and confirmed the automatic payments had been set up.

  
  A supervisor recently reviewed the account and confirmed no prior enrollment forms were received until late July as indicated above.

  
  Additionally, the prior returned payment charges have also been credited to the account.

  Customer Answer

  Date: 08/02/2024

  Complaint: 22045660
  
  I have reviewed the business' response and am rejecting it because:
  
  They left out the call in early July after not receiving a call back from said supervisor.  When it was stated that treasury department had received my paperwork and I would be enrolled in automatic payments.  I asked repeatedly for proof that this would happen as Ameren had already assured me things were going to happen that didn't happen.  I was told over and over again that Ameren does not offer the customer any form confirmation for customers but that they had received my email and everything would be good to go.  I find it odd that Ameren refuses to offer a customer a transcript of what was said in order to prove things going forward.  It seems that an honest company wouldn't go through such great lengths to hide their employees statements.   A customer can only depend on a representatives word that they notated or even looked at the account.  If the representative takes no action the customer has no way of knowing.  ********************** should operate as a more open company transcripts should be supplied as other companies do and it holds the company representatives accountable for their statements, it seems Ameren has no intention of operating in a transparent manner which as a utility company with a government insured monopoly in the area should not be allowed.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/18/2024

  Type:Delivery 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 ordered a thermostat from them months ago. they took my money but never sent product. when I call they give me a run around but never help. 2 attemps

  

  Business Response

  Date: 07/26/2024

  Our records indicate that the customer purchased a smart thermostat through the Ameren Missouri Online Store. The customer received an instant $100 rebate at checkout and the thermostat was shipped to the customer on 8/14/23. However, since the customer stated they have not received this thermostat, another will be shipped. 

• Initial Complaint

  Date:07/03/2024

  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 4/14/24 my power lines were on fire over my driveway running to the back of my house and across my yard. Which caused the rubber from the power lines to melt all over my car, driveway, and roof of my house. Fire and police on the scene. I shut my own power off to try and not have my house catch on fire. There was an Ameren supervisor that came on the scene and gave me the number to the claims department as well as he seen all the damage to my car and told me to contact the claims department and file the claim.I did as he instructed me to do and was then denied by the 3 rd party company, stating it was my fault and tree. Which was not the case. I would like Ameren to do the right thing and pay for the damages the melted lines have caused to my home and vehicle.

  

  Business Response

  Date: 07/22/2024

  We reviewed this claim and determined damage was caused by an act of nature. This was not something that could have been prevented by our company; therefore, it was denied. Ameren Missouri is not responsible for tree trimming on service or secondary lines. The lines were cleared out in the area as necessary to make repairs after this event occurred.

• Initial Complaint

  Date:06/21/2024

  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.

  I am filing a complaint against the utility company, Ameren MO (aka Ameren UE, Ameren), for unfair business practices and a lack of communication regarding multiple efforts on my part to reach a resolution. It is a matter of an unresolved billing issue where Ameren is charging me for utility usage that took place 3 years after I sold my home. At the time I sold my home in May of 2015, I contacted Ameren and spoke with a customer service agent. I informed him of the completed sale and asked to verify the $0 balance on the account and wanted to confirm that all matters were settled to close the account. The agent assured me that all necessary steps had been taken to close the account and remove my name and liability from any further billing. I received no further correspondence from Ameren. In September of 2023, I received a notice from the ************************ and found out that Ameren had charged me for utility bills occuring in 2018, three years after I sold the house. An Ameren customer service agent found a landlord leave-on setting that the original agent had left in place when we spoke in 2015. In 9 months of attempts to resolve this mistaken billing, Ameren has refused to provide a written explanation of their reasoning and has not responded in any meaningful way.I am asking for help from the Better Business Bureau in requesting Ameren to remove the 2018 charges and notify the ************************ when that is complete. This ordeal is creating problems for my credit score and needs to be rectified before it causes further damage. A more complete explanation and supporting documents are attached. Feel free to contact me for additional information.Thank you,

  

  Business Response

  Date: 07/01/2024

  In reviewing the information, the customer had a property manager agreement (landlord agreement) set up previously for the property in question. Under the agreement, the service would revert to the name under the agreement when a tenant requested to disconnect service. It is the landlord's responsibility to provide notification when they are requesting to add or remove a property from an active agreement. In additionally reviewing the information the customer has provided, and also due to the age of the initial agreement and phone call in question, the balance in question has now been credited as a onetime courtesy. The customers account that contained the final balance in question now reflects a $0.00 balance. The collection agency will be notified and will be updating the credit report in question. The property in question has already been removed from the agreement in 2023 as the customer has indicated, and the agreement has been cancelled.    

  Customer Answer

  Date: 07/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by Ameren in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will be following up with the collection agency as well as the credit company this week to confirm full resolution. I look forward to moving past this issue.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/20/2024

  Type:Product 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.

  Today is the 20th. It's been three weeks and Ameren still hasn't sent me the 1-Year Utility Charges Statement that my banker asked me to submit, saying, "it's really easy". The two Ameren phone representatives who swore I'd get it by email in 3 days said the same thing. So where is it? File a Complaintagainst Ameren: step 2 Form progress STEP 1 Tell us about yourself completed STEP 2 Tell us about your complaint STEP 3 Review and submit your complaint Issue Enter a description of your problem Note: To help others evaluate this business your complaint details may be added to the Business Profile for this business on BBB.org.Please do not include any personally identifiable information, including credit card numbers or social security numbers, when you tell us about your problem. BBB may edit your complaint to protect the privacy rights of yourself and others.Did the issue occur within the last 12 months?Yes No Does your complaint involve a health issue or a health care provider?Yes No Tell us about your problem Providing us with as much information as possible will make it easier for us to work to facilitate a resolution between you and the business Enter a description of your problem

  

  Business Response

  Date: 06/26/2024

  In reviewing the information, it appears the customer has listed an international phone number in this complaint. A supervisor further reviewed this request and advised it appears the email address on the account, and where we tried to email activity statements, was blocked for security purposes due to the apparent international issue. Customers cannot access our website internationally, except ******. Customers cannot get activity statements on-line but they can access the prior 12 months of statements, but NOT internationally. Our website is not accessible outside of ***************** for security reasons. To assist our customers who are living or traveling overseas with their payment, we do accept payments by phone.