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
- 189 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:06/20/2024
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.
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.Initial Complaint
Date:06/18/2024
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 am not liable for the debt with AMEREN ILLINOIS, I do not have a contract with I C SYSTEM they did not provide me with the original contract as requested.Business Response
Date: 06/20/2024
Ameren Illinois is unable to find any debt in ****************** name. If she could please call ************** to discuss any balance.Customer Answer
Date: 06/26/2024
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:05/28/2024
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 Mo has taken over 48 hours to restore power and has not communicated effectively with customers to provide transparency on updates and realistic restoration timelines. There should be an audit done of their response to the most recent storms outages in southeast **.Business Response
Date: 06/04/2024
In reviewing the information associated with the recent storms and outages, there were bad straight-line winds and a Tornado in the related areas. The storms hit multiple towns. Ameren experienced approximately 120 broken poles in the area and additionally, hundreds of people were working around the clock to fix the damage caused by the storms.
The power outage was related to the main transmission lines being knocked out of power. Additionally, our local Substation was in the direct path of a storm and the building next to the substation was completely destroyed. Feeder poles were also broken outside of the substation. Power has since been restored.
We're sorry for the frustration you have experienced and understand that it may be,in part, due to the restoration time following the previous storms. We're committed to safely getting our customer's power back on as quickly and safely as we can. Please report any service issues or outages 24 hours a day by calling ************** or online by going to www.ameren.com.Initial Complaint
Date:05/20/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ameren is applying payment to the past due balance. There forcing customers to make arrangements. Then taking the money from energy assistance program applying those payments to the payment arrangement that has interest on it instead of the bulk of the amount owed. Leaving its customers with the original amount owed.Business Response
Date: 05/24/2024
In reviewing the information, a pledge payment did previously apply to the account in March. The account was recently on a payment agreement that has since defaulted due to a missed payment. A recent payment has been received and the account is not currently in danger of service interruption. Payments are applied to any remaining metered arrears charges first, prior to applying to other charges such as the current service. The customer may contact customer service at ************ if they have any further questions about the specific details or balance of the account.Initial Complaint
Date:05/17/2024
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.
This complaint is because ****** has been doing some very shady things with regards to the customers. When my mother recently passed away at her house where all the bills were in her name I had to take over the property and the business that goes along with it so I transferred the utilities from my mom name to my name so that I could make decisions if necessary. Ameren took the old balance that my mom had and added it on to my new account and now there is a very higher balance that is hard for me to pay and now about to be disconnected.This is why st ***** needs more than one option to choose from for our utilities!!!Business Response
Date: 05/24/2024
After reviewing the call on 01/31/2024, *********************** stated that he would like to start a new account. He confirmed that he would like the balance from his mother's account transferred to his account to allow more time for payment of the accumulated balance. He was advised he could set up a payment agreement.Customer Answer
Date: 03/25/2025
I recently took over an account that was in my mothers name after she passed away to keep the electricity on at the home where she lived since 2012. After putting the bills in my name I have been having problems from Ameren since then because of a past due bill in her name from when she was sick and dying. Once the bill was in my name ameren made sure to add her old bill to my name and then wanted me to pay the entire bill at once or the would cut the power off so I added this bill they put on me to my current bankruptcy and every since then this company has refused to do my account like they do every one elses account and allow me to make a payment arrangement to get caught up on the past due balance! Im pretty sure its due to my bankruptcy and the demographics of this account because Im sure if I was in ************ Mo they go out their way to accommodate me!!Business Response
Date: 04/01/2025
In reviewing the information, this complaint was previously reviewed in May 2024. The prior response indicated that after reviewing the call on 01/31/2024, ***** ****** stated that he would like to start a new account. He confirmed that he would like the balance from his mother's account transferred to his account to allow more time for payment of the accumulated balance. Additionally,the transferred balance was transferred back off the account in July 2024 due to a bankruptcy.
A pledge was recently made to the account towards the end of March 2025. The account is not currently in danger of service interruption. The customer may contact customer service at ************ if they would like to discuss any additional payment agreement options currently.Customer Answer
Date: 04/03/2025
I recently took over an account that was in my mother's name after she passed away to keep the electricity on at the home where she lived since 2012. After putting the bills in my name I have been having problems from Ameren since then because of a past due bill in her name from when she was sick and dying. Once the bill was in my name ameren made sure to add her old bill to my name and then wanted me to pay the entire bill once or they would cut the power off so I added this bill they put on me to my current bankruptcy and every since then this company has refused to do my account like they do everyone else's account and allow me to make a payment arrangement to get caught up on the past due balance! I'm pretty sure it's due to my bankruptcy and the demographics of this account because I'm sure if I was in ************ Mo they would go out their way to accommodate me!!Initial Complaint
Date:05/15/2024
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.
Two phone calls and 3 different people assuring me the gas was not turned off which made me buy a new water heater that I did not need because there was a lock on the water meter. The door tag on the door didn&#**;t say the gas was turned off. There was nothing there to tell me that it was locked. I would like to be compensated for purchasing a new water heater that I didn&#**;t need to purchase and installation which was $1300.00.Business Response
Date: 05/17/2024
After reviewing the details of this complaint, our claims department administered by Brentwood Managment has been instructed to mail a claims packet to your premise. Once the paperwork is completed and purchasing receipts are received, a refund check will be issued. We apologize for the inconvenience this has caused.Initial Complaint
Date:05/13/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was set to purchase a home located at ************************************************************************. 2 days before closing the deal fell through. The sellers had too many liens they couldnt pay off. My real estate agent used a 3rd party to set up my utilities to be turned on. Upon the deal falling through, Spire, Ameren and American Water were all emailed the mutual release and advised to cancel turning on the utilities. Spire and American Water complied. Utilities were never turned on in my name. Ameren did not. They turned them on anyway. *** been arguing with them for 2 years and am now in collections for utilities turned on in my name at a house I never purchased. Promises to have a supervisor call me go unfulfilled and they refuse to let me go. They are saying it is still my responsibility to pay for their mistake.The only solution they offer is an identity theft packet. I am not paying for utilities at a house I never bought. Why is American Water and Spire did their jobs, but Ameren did not?Business Response
Date: 05/22/2024
Our records indicate that we received information to start service, but did not receive information to stop service. There were multiple collection calls made to the phone number on file. It is the customer responsibility to stop service. Do you have the email indicating that you wanted to stop service on a certain date?Customer Answer
Date: 05/22/2024
Complaint: 21705402
I am rejecting this response because:
You have received numerous emails showing the mutual release indicating I never bought the property prior to the service being turned on.American water and Spire had enough common sense to read the mutual release and not turn on any service.
is this going to be your position on this matter? Redundantly requesting the same email over and over?Did you read the mutual release? Do you even know what a mutual release is? I guess we should start there.
Sincerely,
***************************Initial Complaint
Date:05/10/2024
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 called about a bill for around $159.00 and I was told because I did not make a $16.00 payment that is why it was that high. I ended up paying $115.00 on the bill and i would like my bill to be adjusted back down to $99 a month.Business Response
Date: 05/15/2024
In reviewing the information, the customer is enrolled in the Keeping Current program. A payment was not previously made by the due date for the bill that cycled in March. The Customer missed one month`s payment. The customer will be automatically removed from the program if customer fails to pay on time for two consecutive months. The customer currently has a remaining account balance due by the due date. If the account is removed from Keeping Current, the customer would need to contact the ********************** assistance agency to discuss possibly setting the program back up. The account is currently on budget billing with the Keeping Current program. The customer may contact customer service at ************ if they have any further questions regarding the current remaining account balance and due date.Initial Complaint
Date:05/10/2024
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 a notification from a marrying UE that my budget billing will be adjusted. Upon looking I noticed that my bill was now roughly $50 higher than the previous years. I immediately talked to myself like there has to be a mistake is every year my budget billing is evened out and I recently moved from a two-bedroom in which I paid less budget billing than I am now expected to pay in a much smaller one bedroom with far less electronic equipment running. So I called and marrying UE and I address the concern. 1. The cookie cutter explain.The first agent I talked to after navigating my way through their system which does its best to discourage you from talking to any human being. Try to convince me that my last summer's bills were much higher and as a result it caused my budge ability to go up though I only have one bill that was abnormally large which was paid by the way. 2. Apparently they can no longer transfer you to a supervisor you have to wait by your phone for a supervisor to feel it is necessary and within their best interest in time frame to call you. 3. The second agent I talked to was a little bit better but of course she works for the company and could not speak her truth though she didn't recognize and did acknowledge that it is odd that my bill would go up based upon the fact that I overpay most months. 4. It used to be that when you overpaid your overpayment would automatically go to the budget billing well I have overpaid many months now and to my surprise there was no mention of budget billing no longer being the recipient of overpayments. My chief complaint is that the customer service agents are no longer allowed to do their job to the fullest and assist the customer The customer must now wait on the company to decide that the company wants to deal with the customer and unfair practices such as raising a person's rates unjustly just for the sake of doing so. Customer service agents have no answers.Business Response
Date: 05/15/2024
In reviewing the information, the account is currently on budget billing under the rollover option. The budget billing amount is reviewed twice every 12 months (May and November). During the review month, the budget billing amount can be adjusted up or down depending on the current average and the budget billing ahead or behind deferred balance. Excess payments are not automatically applied to the budget billing deferred balance. If the customer makes an excess payment and wants the credit applied to the budget billing deferred balance, they should contact customer service at ************ to request the amount manually be applied. The customer may additionally request to stop budget billing at which time, the deferred balance would settle on the following bill cycle. If budget billing is stopped, the account would be billed for actual usage each month. Our records additionally indicate a leader attempted to contact the customer recently and left a voicemail. The customer may contact customer service at the number listed above if they have any further questions or would like to stop budget billing.Customer Answer
Date: 05/16/2024
Complaint: 21694423
I am rejecting this response because:
I attempted to call the number back only to be met a message denoting that the number ************ was not a working number. I talked with another customer service agent who once again stayed at the only thing they could do is what he's already been done refer to another supervisor and have that supervisor call me back. I have escalated the situation to mo utilities service commission. As I believe thier practices are discriminatory and unfair. Thus any regular working person will never be available during a time did they feel it necessary or appropriate to call.
Sincerely,
*******************************Business Response
Date: 05/24/2024
In additionally reviewing the information, the customer recently contacted customer service and requested the excess credit on the account be applied to the budget billing deferred balance. A leader recently applied the excess credit to the budget billing deferred balance as the customer requested. The account is still currently on budget billing. As previously indicated, the customer may additionally request to stop budget billing at which time, the ahead or behind deferred balance would settle on the following bill cycle. The budget billing deferred balance is currently no longer behind.The customer may also call and have the budget billing amount adjusted to the current average beginning with the next bill instead of the recently reviewed amount that considered the prior behind deferred balance. The customer may contact customer service at ************ if they would like to stop budget billing or have the budget billing amount adjusted to the current average.Initial Complaint
Date:05/08/2024
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 constructed a utility box in the roadway and it's preventing me from bringing a street to grade to access my property at ************************. I'm trying to find out how this happened. Ameren's customer service department won't help me unless I have the work order that created the box. Since I have no idea what the work order # is Ameren is refusing to help me resolve this situation.Business Response
Date: 05/16/2024
A supervisor reviewed this request and indicated a site visit will be completed early next week in regard to the location. The supervisor additionally advised they will be reaching out to the customer on 05/16/2024 to discuss their concerns and update them on the current status.Customer Answer
Date: 05/21/2024
Complaint: 21685868
I am rejecting this response because: Ameren did send a representative to meet with me on 5/20 who was nice and all but she was just a messenger / photographer. At this point I haven't gotten concrete answers about how the box got there or a solution on how it will be moved. Therefore, if I accept Ameren's response at this point I have no more information than when initially contacted Ameren. If Ameren gives me a contact who is a decision maker then I'll be happy to close this issue.
Sincerely,
*****************************Business Response
Date: 05/29/2024
In additionally reviewing the information, a supervisor additionally reached out to the customer the afternoon of 5/24/2024 for a follow up from the Monday (5/20/2024) meeting. The supervisor advised the customer they had heard back from ************ and Ameren facilities are in the road right-of-way. The supervisor indicated they will be engaging a surveying company to stake exact property boundaries and determine the best relocation plan. The supervisor advised it would take approximately a month for all the design details to be worked out and an additional 4-6 weeks for construction to start work. The supervisor advised the customer seemed amenable to the timeline.
The supervisor also advised they will continue to stay in contact with the customer as the project progresses.Customer Answer
Date: 05/29/2024
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,
*****************************Customer Answer
Date: 09/24/2024
This is an update to the complaint I filed a few months ago. I agreed to close the previous case based on commitments made by Ameren to address the issue. Today I learned that ******* and ***** have decided to backtrack on their commitment to resolve the issue. Also, they apparently made this decision 2 months ago without letting me know. The issue it that Ameren installed a transformer box in the middle of a plotted street and now I'm unable to construct a home on my property at ******************************************************************. ******* and ***** had offered to move the box before the end of the year.Business Response
Date: 09/30/2024
In additionally reviewing the information, Ameren Missouri's transformer is properly located within a public right of way just west of where ****************** currently terminates. Although the transformer would be in the ************************** if the street were extended to the west, the City of ********* has recently told Ameren ******** that the City has no plans to extend ******************. Therefore, there is no reason to move the transformer as there is no pending roadway extension project.Customer Answer
Date: 10/01/2024
Complaint: 21685868
I have reviewed the business' response and am rejecting it because Ameren's response to the BBB is intentionally misleading. A reasonable person reading Ameren's response would conclude that Ameren will move their impediment at their expense once there is a plan to extend the pavement on ******. However, I asked Ameren to provide me that assurance and Ameren refused to do so. Without that assurance Ameren has devalued my property at ***** ****** by creating an uncertainty as to who will pay for the relocation of the impediment.I am also rejecting Ameren's response because I asked Ameren to provide with me with the permit (i.e. approval) that would have been issued by the City of Frontenac under Frontenac's municipal code S. 517 and they have yet to do so. Without that permit, Ameren installed the impediment in violation of S. 517 which requires a permit before doing any work in the Right of Way.
Sincerely,
***** *********Business Response
Date: 10/08/2024
If the City of Frontenac were to extend ****************** to the west (such that the road would extend through the current location of Ameren Missouri's transformer), real estate law and the terms of the right-of-way in which Ameren Missouri's transformer is currently located would control whether or not Ameren Missouri would have to relocate at its cost. If the City of Frontenac notifies Ameren ******** that ****************** will be extended to ***************************************** will consult with real estate counsel at that time.
If, on the other hand, a customer were to request that ********************** Missouri relocate its transformer in the absence of any extension of ****************** by the City of *********, Ameren Missouri tariff Section III.N provides that the Customer will reimburse ********************** Missouri's cost for the relocation.****************************************************************************************************************;
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