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.
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:12/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made the agreed amount on my bill early this morning 7am and at 9:15 am my electric was shut off, I than called and was told that I was not eligible for the payment arrangement because I didn’t keep the amount I was supposed to pay by the end of the day. I let them know that I was not told that. Ameren is not right
Business Response
Date: 12/12/2023
In reviewing the information, a pending payment agreement previously
defaulted on 12/06/2023 due to the payment not being received in time. A leader
has since spoke with the customer on 12/07/2023 after service was disconnected and
issued a reconnect order based on the payments. Service was restored the same
day and is currently on. The account currently has pending pledges, and the next
bill will not cycle until 12/29/2023.Customer Answer
Date: 12/22/2023
I’m responding to this email yes my electric was restored. I have nothing to do with assistance that was granted to me because I am in the process of recovering from having surgery as I explained to the representative. The company has not one time tried to resolve anything nor has anyone tried to reach out to speak directly with me, as far as I’m concerned nothing is resolved. PeriodInitial Complaint
Date:12/06/2023
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.
On July 14, 2023, I paid them and my confirmation number is **************** for $75.00 and I made a payment in October 23, 2023 and my confirmation number is **************** for $75.00.
I would like for them to credit my account for my payments, and a correction to my credit report.Business Response
Date: 12/11/2023
In reviewing the information, a treasury supervisor
confirmed the two payments the customer has referenced have already been
applied to their account. The customer can view their billing and payment
history online. The customer may additionally contact customer service at
************ and request an activity statement that reflects the billing and
payment history for reference.Customer Answer
Date: 12/27/2023
I never got a response or call regarding the credit to my account and the deposit returned back to me.Customer Answer
Date: 12/27/2023
My former address is JFK Building, **** ****** ******, Apt ***, ******* ** *****. The deposit is $200.00. It was within the Joilet Housing Authority in ******* **.Business Response
Date: 01/03/2024
In additionally reviewing the information, the account did not
have a deposit assessed, so there is no deposit amount to review. The payments
in question have already been previously credited to the account in July and
October 2023. An additional payment was received in December 2023. No additional
recent credit (aside from the previously listed payments) has been applied to
the account. The account is not currently in danger of service interruption but
does have a remaining balance that includes a prior unpaid balance. As
previously indicated, the customer may view their billing and payment history
online or request an activity statement by calling customer service at
************.Business Response
Date: 01/03/2024
In additionally reviewing the information, the account did not
have a deposit assessed, so there is no deposit amount to review. The payments
in question have already been previously credited to the account in July and
October 2023. An additional payment was received in December 2023. No additional
recent credit (aside from the previously listed payments) has been applied to
the account. The account is not currently in danger of service interruption but
does have a remaining balance that includes a prior unpaid balance. As
previously indicated, the customer may view their billing and payment history
online or request an activity statement by calling customer service at
************.Initial Complaint
Date:12/04/2023
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 wires from a pole is too light and are cause the fascia to pull from the house. I have called Ameren several times to fix issue and nothing has been done. I hired a inspector to report damages and was told the fascia on the rear was pulled apart by Ameren wires. Ameren sent someone who told me what needed to be done but could not fix because the wires may have been in a bad spot and may not have been secured enough to support the tension. The damage is rear fascia pulled from building structure and the opening causing damage to pull away from building.Business Response
Date: 12/11/2023
In reviewing the information, the same troubleman who went
to this job previously went back again 12/06/2023. He spoke with the
customer and the customer advised that she did not call this in any time
recently. She advised the troubleman that she had called it in last year
and Ameren had already repaired it (when the same troubleman went last
January). She said she has had no further problems since that repair. The
troubleman looked at the service again while he was there and advised that everything
is still fine with the repair from January 2023.Initial Complaint
Date:11/06/2023
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 have multiple accounts with **********************. Today I tried to log onto may app like I have over the last 10 years and it seems Ameren has locked me out of my account. I spoke with speed pay the company Ameren contracts to collect payments. They told me I needed to call Ameren transferred me back to them to have them unlock the account so they can go back to processing my payment. After 45 minutes on the phone getting transferred I was able to talk to someone at Ameren who advised me to go pay cash instead, after explaing to him that wasnt an option I asked to be transferred to a manager. Manager picks up with no success tells me she doesnt k ow what to tell me laughs it off and tells me good luck.Business Response
Date: 11/09/2023
In reviewing the information, the customer has had multiple payments returned from their financial institution. The account has been changed to cash only for a period of one year due to the returned items. A leader attempted to call the customer back on 11/07/2023 as the customer had requested.The leader left a voice mail. The customer will remain as a cash only payment status for a period of one year.Customer Answer
Date: 11/09/2023
Complaint: 20834757
I am rejecting this response because:
I have had 2 returned payments on 1of the 3 accounts that I have with Ameren for over 10 years and I have police reports on the fraud from that account. I dont think ********************** punishing my handicap (ADA) ****** is the way togo. When I log into the account I can pay my other accounts the same way as always but just not my ******s house. Then It clearly says this account is eligible for credit/debit card payments. I have tried calling them back with no success
Sincerely,
***************************Initial Complaint
Date:11/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received my bill due November 26th and noticed it was higher than anticipated. Upon review, I discovered a deposit had been added to my bill. I received a letter warning that they would attach a deposit in the future if they continued to receive late payments one week prior to receiving this bill. At this time there was a zero balance on my account. They assessed this fee without giving me a chance to pay the bill. They also waited until I paid everything off and my bill was manageable. Ameren has a monopoly in my area. We have no other options for power. I am struggling to pay these astronomical electric bills. I can't even afford groceries but I don't qualify for assistance with my bill. In six months I've given Ameren almost $2000 dollars. This is just one utility bill and now they want to assess a deposit! Ameren has made record profits $5.28 billion dollars in 2022 and it's not enough. I want this deposit removed immediately. They say they are going to charge it every month. It makes no sense. I will be reaching out to my congressman about Ameren's predatory practices as well as the Attorney General and whomever else. I'm fed up.Business Response
Date: 11/09/2023
When services are disconnected for non-payment, a deposit is assessed to the account.
Our tariffs approved by the ********************************** state the following about deposits after a disconnection for non-payment:
Deposit requirements for continued or re-established service - Company may, as a condition of continued service, require any residential customer to make a cash deposit or furnish a written guarantee of a responsible
party, due to any of the following:a. The service of the customer has been disconnected for nonpayment of a delinquent account not in dispute
Customer Answer
Date: 11/21/2023
I read the response from Ameren. I understand under the law they can apply deposits for disconnections and delinquency. My goal is to have these practices banned for utility companies that have a monopoly in a region. Assessing a deposit to an established account as punishment for a families inability to pay these astronomical rates is deplorable and ineffective. Assessing deposits is not going to make me or any other family have more money. If anything its creates a greater hardship to pay my bill. These practices need to be reevaluated.
Initial Complaint
Date:10/19/2023
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 believe I am being defrauded. I have been at the same resident for 4 years, and on budget billing since that time. I've seen my bill at its highest of roughly $100.00 a month, to a recent change of $86.00 dollars due to low usage. I recent moved and stopped my service with ameren and the bill due on 10/26 was roughly $86.00, I got an alert this morning that my new bill is ready and the New bill is $500.00 and I'm being told is because I was behind. There has been no prior notification that I was "behind" not bill in the mail showing that my usage would increase the amount of the budget billing. I believe I am being defrauded my Ameren.Business Response
Date: 10/27/2023
In reviewing the information, the customer was on budget
billing and billed a budget billing amount each month. The program will keep
track of the difference between the actual usage and budget billing amount each
month. The deferred balance (ahead or behind) is listed on the monthly bills. When
the account was stopped, the budget billing deferred balance settled on the
final bill. Since the deferred balance was behind, it caused the final bill to
be larger than normal. The customer may contact customer service at
************ to discuss the actual usage in comparison to the budget billing
amount and they may additionally request an activity statement to reference the
information for the prior 24 months. The customer would also be eligible for
payment agreements to divide a portion of the final settlement balance into monthly
installments.Initial Complaint
Date:10/17/2023
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 signed up for the peak time savings program which allows Ameren to control your thermostat during certain times of the year and in return you are supposed to receive a $25 credit every year for participation. I have not received the credit from last year or this year. I have called the Ameren ******** savings department multiple times regarding the issue with no resolution. I would like for this to be resolved ASAPBusiness Response
Date: 10/25/2023
A program supervisor reviewed the account and provided the following information:
In reviewing the information with the account associated with the contact phone number provided, the customer did receive their bill credit last year credited to the account February ********* year they did not receive a credit which was due to a validation issue in the process. The supervisor advised they have been going through a reconciliation process and had recently identified an issue with this account. The supervisor advised a check is being processed and the customer should receive it within 3-4 weeks.
Additionally, the supervisor attempted to contact the customer on 10/25/2023 and left a voicemail giving a brief explanation and advised that the customer should see the check in at most 3-4 weeks. The supervisor additionally provided their contact information.Customer Answer
Date: 10/30/2023
I will not close the case until I receive my checkCustomer Answer
Date: 11/03/2023
Complaint: 20744078
I am rejecting this response because:
The response is accurate and true however I will not close the case until the check has been received. Thank you
Sincerely,
*****************************Business Response
Date: 11/09/2023
In additionally reviewing the information, a supervisor confirmed a check was issued and mailed to the customer on 11/04/2023. The customer should allow **** business days for the check to be received. The supervisor advised that they have exchanged voicemails with the customer and that they will follow up with the customer again in a few days to confirm the check is received. The customer additionally has been provided with the supervisors contact information.Customer Answer
Date: 11/11/2023
Better Business Bureau: Check was received.
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:10/16/2023
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.
RE Ameren MO:
While I was out of town for 2 weeks, my utility bill increased on my July-August bill.
I don't know if there was an error in my billing statement. I was told by the person that came out to check the meters that no one can break into the meter box. So, the error is coming from somewhere. I feel that I have been treated unfairly and being taken advantage of. I reported it to the Missouri Public Service Commission and they closed my case and said there was nothing else they could do because they said there is noting wrong with my meter. I should not be made liable to pay for a high utility bill if I was not in my home for 2 weeks.
I would like my bill decreased because I was out for 2 weeks. My service should not be disconnected while I am waiting for a resolution.
Business Response
Date: 10/17/2023
Your bill is correct. We performed a meter test to verify that it was correct. The meter test concluded that your meter was functioning properly.Customer Answer
Date: 10/27/2023
Complaint: ********
I am rejecting this response because: It is unacceptable and I feel that I am being discriminated against and they need to explain to me why my bill is higher when a person was not using the utilities for two weeks. If no one was in the customer's home for two weeks can you explain why my bill is higher Well the meter needs to be changed. I am not understanding this maybe we need to go to court and let the court make the decision.
Sincerely,
* ******Initial Complaint
Date:10/05/2023
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.
The electric itself is too high. I am on a fixed income and my utility bill is not suppose to be higher than my rent. I am very conservative with my electric usage, a month ago my electric bill was $231.00 and this month it was a $180.00. I called the electric company and they could see my usage but they could not explain to me the billing. My billing is not making any sense. I would like a billing adjustment and to be contacted by the business.Business Response
Date: 10/12/2023
In reviewing the information, the customers usage does
increase during the summer and winter months and is lower during the spring and
fall seasons. The usage during the recent summer months is comparable to the
prior years during the applicable timeframes. The customer was previously on
budget billing the prior year but was removed at one point due to an arrears
balance. The customer additionally selected the pick a due date option recently
which applied a new due date and billing cycle. The prior bill contained usage
for more than a normal billing cycle as the prior billing cycle was changed to
the new billing cycle with the newly requested due date. A customer associated
with the account has recently spoke with advisors on 10/11/2023 to discuss
recent payments and the remaining account balance. The customer is additionally
eligible for budget billing again once the account is current. The budget
billing amount would begin with the current average on the following bill. The
customer may go online to ameren.com to view and compare their current and
prior usage. The customer may additionally contact customer service to request
an activity statement for the prior 24 months of billing and usage for
comparison. Additionally, the customer may go online to ameren.com or contact
customer service at ************ to activate budget billing again if they
choose to.Initial Complaint
Date:10/01/2023
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 recently signed up for service for the first time with ameren and was told I owe 320.58 to start my service. I'm not paying for an account that was opened in my name fraudulently.Business Response
Date: 10/10/2023
In reviewing the information, it appears that the customer initially
issued a service connection request online and the system located a prior
account matching the customer's name and information from an account that was
started in 2014. The customer has since called, and an advisor issued the
connection request without a payment being required. Service is currently
active in the customer's name and the prior old account balance has not been
transferred to the new active account. The customer may additionally contact
customer service at ************ and request a fraud packet if they choose to.
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