Complaints

This profile includes complaints for Ameren's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Ameren

  1901 Chouteau Ave Saint Louis, MO 63103-3003

  
• 

  Ameren

  PO Box 66875 Saint Louis, MO 63166-6875

• 

  Ameren

  500 South 27th Street Decatur, IL 62521

• 

  Ameren

  Springfield, IL 62702

• 

  Ameren Springfield

  Springfield, IL 62702

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:03/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 25th 2024 a fire started at my home. The police and fire **** brought an Ameren vehicle who shut off my power and removed my meter. As the fire **** did not have ample time to investigate and at the time of meter removal, I was not derogatory on my payment, I believe it should not have been completely disconnected. The home was barely damaged and this caused me to be houseless. As I have not been able to stay there without power and the insurance dragging their feet, the home is being marked vacant. I have attempted to reconnect power but I have been told to call as the meter is removed. I have not been able to reach anyone by phone to resolve the issue as I am now derogatory on my account. If I had been able to turn the power back on when the water dried, like I was told by the fire ****, I would not have had to use the money for my payment on living situations. Therefore, I am requesting they compensate the current balance and reinstate power to my home on March 4, 2024 so I can keep the home from being weatherized.

  

  Business Response

  Date: 03/11/2024

  In reviewing the information, an advisor with the construction hotline called and spoke with the customer on 03/07/2024. The advisor indicated an inspection from Franklin County was needed to restore service.The advisor provided the customer with the contact information for the local inspection authority. The customer has not been billed for usage after 01/25/2024 when service was disconnected.  

  Customer Answer

  Date: 03/13/2024

  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 on your part. I have taken photos and documentation for legal action if necessary. Thank you
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/20/2024

  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 a new build going on and I was told to bury a conduit by ameren before they set the new pole, I did that and they set the pole and broke the conduit. The person in charge from ameren called and informed me that they accidentally broke the conduit bit they would not be fixing the issue, now I have to pay to unbury the conduit and repair it before I will be able to finish getting power.

  

  Business Response

  Date: 02/28/2024

  The conduit has been fixed by Ameren. If you have further issues, please contact us.

• Initial Complaint

  Date:02/05/2024

  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 was hoping to purchase solar panels, thinking I was doing all the right things. In the month of April 2022, I purchased 14 blocks of Community Solor thru Ameren Missouri Electric Company. At the time of purchase, I was under the impression I was purchasing solar panels for when they because available in ************On December 14, 2023, I started looking into purchasing solar panels for my home. So, I reached out to Ameren Missouri Electric Company, later to find out the 14 blocks I purchased between $600 to $900 in a lump sum was not for solar panels, but instead for research for the Community Solor Energy Company. The only thing I could say is WoW. What a waste of money. I cant afford to throw money down the drain like this. At this point, I requested to cancel this plan. I was informed this would be passed on to the ************************** because Im still paying month fee for this. On January 17, 2024, I received an email from *************************** to set up a call the week. We spoke a couple of days later, and I voiced again that I do not wish to see this on my bill again, as well as a refund. I was denied a refund, and stated this plan would be cancelled, and I would no longer see it on my bill. Guess what, its on my bill again, which I will not be paying. And Im still requesting a refund due to this

  

  Business Response

  Date: 02/06/2024

  On 01/18/2024 it was explained that no refund could be extended since the benefits of the Community Solar program were received. The unenrollment occurred on 01/10/2024. The bill that was mailed around 01/23/2024 was for service dates 12/19/2023- 01/22/2024, however the Community Solar charges were only billed until 01/10/2024. 

  Customer Answer

  Date: 02/06/2024

  Complaint: 21240516
  
  I am rejecting this response because:
  My inquiries started back on December 14, 2023.  I feel I was mislead paying for a research and not for solar panel as discussed and had me thinking such.  Again, I am requesting that these charges be cancels and refunded.
  
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 02/29/2024

  What is the good faith effort the company provided. I was charged a month that should not have been charged.  My inquiry stated on December 14th,  2023. Anything after that I  should have not been charged for this community solar cellular service, and should be refused. 

  Customer Answer

  Date: 03/04/2024

  What are all of these charges on this bill such as Energy ********************* Charge, Renewable Energy Adjustment, etc.  And the Community Solar Block Energy Charge is still on this bill in the amount of $109.81.  Again, I'm requesting this charge be removed, and whatever these other charges are for.

  Thanks

• Initial Complaint

  Date:01/22/2024

  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 been out of a job since October. No. I haven't paid my bill because i had been unable too. Ameren sent me a shut off notice for January 18, 2024. I didn't get it until January 19, 2024. It is in the middle of winter and very cold. I recently started working on Jan 8, 2024. I get paid on Jan 26, 2024. I call Ameren and talked to a customer service agent. She said it does not matter if it's middle of winter or if I'm disabled. Ameren will shut off my electric. I owe them $216.00. I'm working and asked if they could please Waite til the 26 January 2024. She said Ameren will shut me off when they wish. It does not matter how cold it is outside or if I'm disabled or if a baby is in the house. Please help me. Please, I need your help.

  

  Business Response

  Date: 01/29/2024

  In reviewing the information, the account does have a past
  due balance but has not been disconnected and is not currently in danger of
  service interruption at this time. A recent payment has not been received. The
  customer may go online or contact customer service at ************ to discuss
  any available payment agreement options. The next bill will cycle around 02/05/2024.
  If the customer chooses, they may additionally contact energy assistance
  agencies in their area. Energy assistance information can be found online at ********************************************.    

• Initial Complaint

  Date:01/21/2024

  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 started to have flickering lights around noon on January 1st. I called ameren on January 2nd around noon they came out within an hour unplugged my meter and then beat on my home i believe to plug it back in. He did this twice everything seemed fine and he left. I notice an hour later my lights where still flickering I called them to come out. I was not notified by anyone that there was any problem with my home or that anyone came back out. At 6 that night I lost all the power in my kitchen, laundry room, living room, and one of my children's bedroom. I called them the following day about my partial outage i was told it was documented at 3 the jaw on my meter was broken. I said i didn't feel responsible for this and felt it was on them. I was told i could place a claim to be reimbursed for what it would cost to fix it, if it was deemed they where responsible. I got a master electrician to come out on Friday jan. 12. When he came out he informed me that what was broken should be on ameren. I called ameren back out and and told them what the electrician said. When he came out he informed me he had already gotten the paperwork togather and it was in the mail for it to be covered by them. I received there paper last week the paper they want me to sign states they don't guarantee there work and they aren't liable for anything else resulting from this.I called Jf electric which was on the paper i left a message and missed there call they left a message telling me they would call and set up a date but to expect it to take a couple weeks. I left another message telling them I didn't feel I could wait that long no one call back. I am still without power in kitchen all i can use is one burner on my stove and the oven at 370 but no higher. My fridge is currently working but my deep freeze had to be unplugged and all the food had to be removed. I am unable to do laundry in my home and am currently paying to do it somewhere else. I have 3 children all staying in the same room.

  

  Business Response

  Date: 01/29/2024

  In reviewing the information, a meter supervisor escalated this
  request. The supervisor confirmed repairs were made 01/24/2024 and a new meter base
  was installed as the old one was unserviceable. The customer's service is
  restored. 

  Customer Answer

  Date: 01/31/2024

  My service was restored on 1/24/24 I was given a hour and a half notice of them arriving but no communication before. I also recieved my bill it was 50.00 more than last month even though I was without power for 14 full days of the billing period. When I called they told me that even if I wasn't using anything in half my home because it was plugged in it still drew the same amount of power I would normally. I couldn't use these plugs in my home because they didn't work but somehow they are still charging me as if they did. My gas bill was double which I understand to a point because of the cold and not being able to use my electric furnace in my living room because of my power being out. Even with not using my furnace, my stand up deep freeze not being plugged in, not using a washer or dryer, lights in these rooms, and my electric bill was almost 20.00 less. I feel like they are being untruthful and after everything else I have already gone thru this is just another thing. I should still have another 8 days on the next bill that I was without power that I figure I will not see a difference except it will be even more because now I'm using all my appliances and lights.

• Initial Complaint

  Date:12/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/1 , I set up a payment arrangement on my acct to activate on 12/12 of 217 due to not knowing if I could get help. I was contacted by an organization the same day that could pay Ameren 200, as long as I pay *****, I paid ***** and st ****** paid 200, I was shown no balance on acct. on 12/12 I was sent an email of payment received payment of 217, I thought it was from another organization and didnt pay it any mind , because I didnt make this payment. Then I received another email, days later it was returned. I called ameren as I didnt understand, and disputed I never made this, I then searched through my emails and discovered this is the payment agreement I set up the same day as the payments were made for it, 2***** was received, however ameren still charged my 217 for the payment arrangement made and charged me a return fee, this is not fair at all, why did the arrangement still deduct my bank account when I made the payment, I never knew it would still deduct even more, that is theft. I attempted to speak to ameren manager, then she hung up on me .i wish it was other electric companies, as this is the worse for everybody. If this isnt fixed, I will report to the public commission

  

  Business Response

  Date: 01/08/2024

  In reviewing the information, the payment of $217.00 was initially entered in early December and scheduled to process on a future date. A future dated scheduled payment still processes unless the customer cancels it. The payment attempted to process as it was scheduled but later returned. Our records reflect the customer was speaking with a leader regarding the payment, but the call dropped. The leader attempted to call the customer back and left a voicemail. Due to the possible confusion, a onetime courtesy credit has been issued for the returned payment charge. The account now reflects only the current months charges from the 01/03/2024 billing cycle. The customer may contact customer service at ************ if they have any further questions. 

  Customer Answer

  Date: 01/08/2024

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/21/2023

  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.

  ******** moved to anew apartment in November. When she opened an electric utility account with Ameren, she discovered someone had used her identity to open an account with Ameren while ******** was in prison - which can be proven if needed. Due to thousands of dollars in debt, her electricity has been turned off.

  

  Business Response

  Date: 12/28/2023

  This account is not currently in threat of disconnection. If you feel someone has fraudulently used your personal information, please refer to the email that we have on file at gmail.com to complete a fraud packet and submit it. The fraud packet was sent moments ago to the email address on file. The balance of $450.35 that is in dispute has been suspended until 01/25/2024 to allow you time to complete your fraud packet information. If we find that you are not responsible for the balance, it will be removed from your account.

• Initial Complaint

  Date:12/12/2023

  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.

  They paid acct # ********** and this is not my account on November 13 at 5:45 pm. I called them to get a refund and they refused to give it to me.
  
  The account that should be charged is #**********. The last number was put in incorrectly when I called to pay.
  
  I would like a refund of my money.

  

  Business Response

  Date: 12/14/2023

  In reviewing the information provided, the payment was
  applied to an incorrect account number. The payment is being reversed back to
  the customer's card. A regulatory specialist contacted the customer on
  12/14/2023 and confirmed the payment was being reversed back to the customer's card.
  The customer confirmed their concerns had been addressed.

• Initial Complaint

  Date:12/12/2023

  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.

  $255.66 dollars has been taken from my account and I do not know why I do not have a bill stating the charges and I have my electricity billed through Empire/Liberity.

  

  Business Response

  Date: 12/18/2023

  In reviewing the information, a regulatory specialist contacted
  the customer on 12/18/2023 to further clarify this request. The customer
  indicated there were multiple transactions with his bank to multiple other utilities
  that he was not associated with. The customer advised he had already contacted
  his bank to have the transactions disputed and reversed. The customer provided
  some additional information that has been sent to out treasury department for
  awareness in regard to this situation. The customer advised the specialist had
  addressed their concerns and the specialist provided their contact information should
  the customer have additional questions or concerns.

• Initial Complaint

  Date:12/12/2023

  Type:Service or Repair 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.

  Ameren their meter that they put in has shorted and caused some of my electrical equipment that needs to be repaired. They are blowing me off every time I reach out to them regarding this issue. I had some equipment that has been burnt up because of it. Also, I still do not have a meter. I would like for them to reimburse me for the claim that I filed with their subcontractor company in the amount of $1000.00

  

  Business Response

  Date: 12/19/2023

  ******************** was contacted today to discuss a settlement payout which will be printed on Friday,12/22/2023. He is aware that Ameren will be working with him directly on getting the meter base repaired.

  Customer Answer

  Date: 12/21/2023

  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.
  
  Sincerely,
  
  ***************************