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:09/28/2023

  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.

  I reached out for help with my bill. The person I spoke with would not try to help with situation. Would not try to exhaust all options. This is a typical attitude for Ameren. They dont care about their customers. They rather push you off on an organization for assistance that *** not get back to you for weeks or months.

  

  Business Response

  Date: 10/04/2023

  In reviewing the information, our records reflect a disconnect notice was sent in early September for a past due balance at that time. The customer contacted customer service and a payment date extension was established with a due date in late September. Later that month, the payment date extension amount and date were confirmed. The payment date extension defaulted due to a missed payment. A payment agreement was also discussed but the down payment amount was higher than the initial payment date extension amount. The customer additionally reached out and medical hardship information was provided. Service was disconnected for non-payment. That same day a payment was made, and service was restored. Our records indicate that the available options for the account were discussed and provided to the customer.

  Customer Answer

  Date: 10/04/2023

  Complaint: 20668599
  
  I am rejecting this response because:
  Ameren does the bare minimum to help its customers. If I am telling you I am having hard times and I just need some help. Do not push me off on another organization that requires weeks to a month till I get a response. Giving you time to cut off my power. I also have a child in the home. The proper way to have resolved the issue would have been to exhaust all resources. Also regarding medical hardship. I had my wifes doctor *** the information you asked for and Ameren claims to have never gotten it. Its extremely frustrating and ironic how you all can make sure to get money from me, disconnect me and send notices but no one can look out for a *** that can help my family.
  
  
  Sincerely,
  
  **************************************************

  

  Business Response

  Date: 10/11/2023

  In additionally reviewing the information, our medical equipment registry records do not reflect receiving information back from the customer regarding the previously discussed medical hardship. The customer was set up on a prior payment date extension that had since defaulted. An additional payment agreement was discussed as an available option however, the required down payment was more than the disconnect amount at that time. Since the prior response, the customer has additionally called, and the available options were discussed. A new payment date extension has additionally been set up with a later due date in October.The customer may additionally consider contacting energy assistance agencies if they choose however, the third-party energy assistance agencies have their own application process. 

  Customer Answer

  Date: 10/11/2023

  Complaint: 20668599
  
  I am rejecting this response because:
  Ameren still has not sought to find a solution for the customer. Instead it has put the entire weight of the situation on the customer. As Ive stated, medical information was faxed whether Ameren says it was or not and I have proof. Ameren does not care about it customers and when they are in a financial bind Ameren has no beneficial way to help customers. Instead they put them off on a second party.
  
  
  Sincerely,
  
  **************************************************

• Initial Complaint

  Date:09/27/2023

  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 charged my bank account t without me making a payment and without any autopay turned on. They forced my bank account to go negative without me making any payment agreement at all

  

  Business Response

  Date: 10/04/2023

  A treasury supervisor reviewed the account and advised that upon review, the two recent electronic check payments had been initiated on this account through Speedpay. These were made through Ameren.com with the online login. Ameren did not initiate these payments. These were scheduled by the customer or by someone who has their login information on Ameren.com. The first payment was entered and processed on 09/06/2023.There was a second payment entered on 09/06/2023 that was scheduled to process at the future date of 09/23/2023.

  Customer Answer

  Date: 10/04/2023

  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.
  

  although the amount paid was not initiated by me the $320.21 Has never been a number that I agreed to pay themwhatsoever
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/25/2023

  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.

  I was told I had to install conduit from my transformer to my building. Ameren supplied the conduit I used the parts they gave me and now they are telling me I have to pay to have it dug up b/c they can't push the line through. I don't think this is fair b/c I used the parts they gave me to make all the connections. They need to put the power line in or install an overhead service. I need power to my building ASAP. *************************************************************************

  

  Business Response

  Date: 09/28/2023

  In reviewing the information, the customer had also filed a complaint with the ********************************** regarding this concern.The response information is provided below:
  

  
  A Supervising Engineer reviewed this request and provided the follow information:
  
  On Friday, September 22nd, a construction crew attempted to install the service cable in the customer installed conduit.

  They were unable to complete the work, due to what they assume was either an obstruction or misaligned conduit installed by the customer.

  They communicated to the customer that it was quite possible he (the customer) would have to dig up and redo the conduit.

  
  On Monday, September 25th, contact was made with the customer to arrange a date/time to make another attempt at running the service in his conduit system.

  This was scheduled for Wednesday the 27th, in agreement with the customer.

  The customer was advised again, if the second attempt fails, he will be responsible for determining the issue with his conduit system, which possibly includes excavating it and reinstalling it.
  

   

  Wednesday the 27th, an Ameren service worker on site and attempted to install the service and was unable to do so, due to what seemed like an obstruction.

  The customer then attempted to blow in their own pull string with our assistance and was unable to do so.

  The customer had an excavation crew on standby and has been excavating the conduit to redo it.

  The Engineer advised that this should be resolved and installed by end of day 09/28/23 at the latest.
  
  
  Other notes.
  The customer advised " ********************** supplied the conduit I used the parts they gave me " in actuality, instead of installing what was required, the customer used what was provided for another project nearby. Per our rules we don't supply the conduit for a customer's service, however there were leftover materials nearby for the primary project, in which the customer took his materials from. Factually, he took materials from another project, however we had/have no intentions of pursuing that issue.

  The customer is responsible for installation of the conduit system; this has to be a functional conduit system to be able to install cable in it. If it's not functional the customer must correct the issues.

• Initial Complaint

  Date:09/19/2023

  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.

  On 9/15/2023 my door got knocked on by a technician telling me I needed to set up an account with Ameren. I proceded to try and I have been going on 5 days trying to set up an account they won’t process my information and my power has since been shut off and noone at Ameren will help me. My food in my fridge has been ruined and i’m left without any power.

  

  Business Response

  Date: 09/26/2023

  In reviewing the information, we were able to locate an
  address and an associated account with the phone number provided. The customer
  had requested to connect service at an address, but the customers information
  was unable to be verified at that time. The customer was advised to send in
  information so that their identity could be confirmed, and service could be
  connected. The order approval desk has since approved the connection. A connect
  order was issued on 09/20/2023 and service was connected into the customer's
  name that same day.  

• Initial Complaint

  Date:09/17/2023

  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.

  I want the previous meter reading posted on my bill, just as it has been for years. What Ameren is doing is criminal. They have a column on the bill that shows zeros. That is not right. Please make them display my monthly meter readings on my bills. Thank you for any help you can provide.

  

  Business Response

  Date: 09/25/2023

  In reviewing
  the information, the bill format has previously changed to the current updated interval format. With interval billing, the previous reading will always be
  zero because the interval data does not possess a start and stop reading.?The
  customer can view their daily usage online, but it does not display the actual
  meter reading. The usage summary can be broken down into as little as 15 minute
  intervals daily. As an option, the customer may contact our customer service
  department at ************ and request the meter readings pertaining to their
  current bill or manually obtain the readings from their meter on or around the
  applicable billing dates if they choose.

  Customer Answer

  Date: 09/25/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  They have done nothing to address the problem.  I do not accept them simply stating "this is how much you used, this is how much you pay"!

  They basically are saying too bad, we changed how we do business, and you don't matter!!!!!!!!!!   "Trust us, we'll tell you how much you used"!
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 09/28/2023

  In additionally reviewing the information,
  the customer's bill will reflect the total usage for the billing
  timeframe but no longer includes the actual previous and current
  meter readings. The previous reading will always be zero for interval
  meters because the interval data does not possess a start and stop
  reading. Our AMI customers do have a web presentment tool available to
  them where they can view their daily interval usage on their smart
  meters through *******, our outside vendor.?The customer cannot view the actual
  meter readings online but rather the usage for the interval which can be
  broken down into as little as daily 15 minute intervals.
  
  As an option, the customer may contact our
  customer service department at ************ and request the meter readings
  pertaining to their current bill or manually obtain the readings from their
  meter on or around the applicable billing dates if they choose. 

• Initial Complaint

  Date:09/13/2023

  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.

  Ameren disconnected my services with no warning and sent me a disconnection email to pay $0.00. I was informed my services was shut off due to the amount of returned checks in the month of august and the last disconnection letter I received was for $353 is what k took care of by credit card and they were inquiring about because of the returned checks I would be without service off the past due amount with now email or mailed letter in reference. I have a family that I have to take care of and I think no one is taking the time out to understand or work to resolve the problem

  

  Business Response

  Date: 09/20/2023

  In reviewing the information, service was disconnected
  for non-payment in late August. A payment was made the same day and service was
  restored. An additional payment was made a few days later. These payments later
  returned. Returned payment disconnect notices were mailed. The additional
  electronic notice the customer has reference did reflect an amount of $0.00 as
  this notice was based on the initial disconnect amount from August but since it
  had initially been paid and service was restored, it references an amount of
  $0.00. This reflected that amount as the initial notice had been paid and
  service was restored once, but the payment later was returned. Service was
  disconnected again. A payment has since been received, and service was restored the
  same day 09/13/2023. A regulatory specialist additionally attempted to contact
  the customer but was unable to leave a voicemail as the mailbox was full.

• Initial Complaint

  Date:09/13/2023

  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 am not liable for this debt with Ameren Missouri. Do not have a contract with ****** *********** ** They did not provide me the original contract as request

  

  Business Response

  Date: 09/14/2023

  It appears as if your correspondence's purpose is to have Ameren Missouri relieve you of the financial responsibility on your account.  We cannot accept the complaint you have provided in lieu of payment. It does not, and cannot, legally qualify as any form of legal payment towards your utility bill. No "contract" is necessary for establishing utility services. You will be responsible for payment of the balance on your account, and failure to make these payments in a legally acceptable manner could lead to disconnection of your service as well as collection action on your account.

  The
  Fair Debt Collection Practices Act (“FDCPA”) was designed to eliminate abusive,
  deceptive, and unfair debt collection practices. Under the FDCPA, a “debt
  collector” is any person who regularly collects, or attempts to collect,
  consumer debts for another person or institution or uses some name other than
  its own when collecting its own consumer debts. A creditor is not a debt
  collector under the FDCPA when it collects its own debts which originated under
  its own name. Ameren is not a "debt collector" under the FDCPA.

  If you have questions regarding consumer rights and responsibilities, I encourage you to seek legal advice or contact federal, state, or local consumer rights agencies for more information.  If you need assistance paying your bill, please contact us at  ************ to speak with a Customer Care Advisor or log in to your account via ********************** for information regarding your options. If you prefer to close your account or report that someone has fraudulently used your personal information to start an account, please contact us.

• Initial Complaint

  Date:09/12/2023

  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 have paid my bill with them for the last 12 years
  I usually get a confirmation number and
  they turn it back on or they decide not to. The bill has been paid for this month but they told me I would have to wait 3-5 business days for the payment to post..  This is not acceptable.  3-5 days to turn the power back on I have all documents to prove my payment  Even though they sent no letters saying Walmart is no longer affiliated with them as far as payments . They made a decisions without notifying me and now I am without power after paying my bill in full and on time.

  

  Business Response

  Date: 09/14/2023

  In reviewing the information, a disconnect notice was sent
  in August advising of the past due balance and a date that service could be disconnected
  if a payment is not received. The notice additionally lists the follow pay now
  options where payments would post to the account immediately:

  
  Website/Mobile App: Log in or use Guest Pay online at
  ****************** or download Ameren’s free mobile app.

  
  Phone: Credit/debit card and check payments are accepted,
  24/7, at ***************

  
  Pay Station: Call ************** and request authorized
  payment locations in your area.
  
  In the future, if the account becomes subject to
  disconnection for a past due balance, the customer should utilize one of the
  above payment options to ensure their payment is received in a timely manner.
  Walmart is a third-party unauthorized payment vendor where
  it can take 3-5 business days for the payment to be received from the third
  party. In additionally reviewing the account, a payment was received on
  09/13/2023 and service was restored the same day. The customer is additionally eligible
  for payment agreement options on the current remaining account balance. The customer
  may contact customer service at ************ if they would like to review any payment
  agreement options. The next bill will generate around 09/26/2023.

• Initial Complaint

  Date:09/06/2023

  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.

  I contacted Ameren Missouri on or around 09/05/2023 about multiple power outages in the past few months. I simply requested that they give me a $150 credit on my account due to the outages made my food spoil and I wrote them a letter and then emailed and faxed it to them. I got a call to which I missed but listened to a voice-mail I then made contact with them by phone to explain and express that because of the multiple power outages it caused some equipment to malfunction e.g. the refrigerator which caused my groceries to spoil.
  I asked to speak with a supervisor and they transferred me to Ann or Anna and I got told that they would not give me any credit and they’re not responsible for anything.
  Ameren Missouri is considered a monopoly company and they know it and they use that to their advantage I’m on a fixed-income and its hard enough on me I’ve paid on time or before due dates.
  
  How I would like it resolved I would like the $150 credit that I asked for I would also like the public service commission to not allow anymore price increases for them for the next 5 years because Ameren knows the are the only company that service this area so they think they can get away with treating customers anyway they want please do something I’m sure I’m not the only customer going through this. I’ll be including the letter I wrote Ameren.

  

  Business Response

  Date: 09/12/2023

  In reviewing the information, the customer had recently filed a
  complaint through another third party. The response information is listed
  below:
  
  It is very difficult to experience an outage but to lose your food
  as well can make things worse. We apologize for any frustration. Unfortunately,
  we do not pay claims for food spoilage resulting from failures of service that
  are beyond reasonable control. We do suggest checking with your homeowner's
  policy to see if they cover food loss.

  
  The most recent 09/05/2023 outage reflects that it was in relation
  to Vehicle Damage and service was out for 1 hour and 24 minutes.

  Customer Answer

  Date: 09/27/2023

  This is in response to your letter dated September 18, 2023.  I am writing this letter to inform you that I disagree with your decision to close this complaint.  I respectfully request it to be reopened and remain open the following facts are the reason why.

  Ameren has not put forth a good faith effort to resolve this action.  Yes, they made contact with me but in no way, shape or form have they offered any type of credit of any type.  The only thing that they have told me was that I should consult my homeowners policy, but here's the problem, I don't have a home owner's policy because I don't own a house I rent an apartment.  So how can I go through a homeowner's policy when I don't have one?

  Another issue is that when they called refused to give me any credit to my account for the times my electric was out or for the spoiled food which was caused by them.  How is it considered a good faith effort on Ameren's behalf when they literally called to say they refuse to give me a credit and they're not responsible? A good faith effort would be to give that customer a good faith credit.

  Allowing Ameren to get away with treating customers anyway they want or closing this case on their word would be a travesty of this department and makes a mockery of the BBB.

  I also request that this letter goes straight to a supervisor at the BBB and a copy of my complaint and all documents be sent to the Missouri Attorney General's office along with a copy also be sent to the Public Safety Commission of Missouri.

• Initial Complaint

  Date:09/05/2023

  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.

  On 6/30/2023, a Republic Services collection truck drove down the residential street ********* Drive, made contact with the power line to **** ********* **, and brought down the entire power line/stack attached to the house. The meter box/stack was destroyed, and the resulting sparking destroyed the siding on the side of the house. A police report was initiated. The incident put the homeowner at extreme risk because the power line came very close to touching the ground and could have caused electrocution. The homeowner immediately turned off the power inside the house to stop the sparking and prevent any fire from spreading. Republic Services was contacted for insurance coverage, and a representative stated that they had determined they were not at fault because the power line was required to be higher than 15ft. The homeowners paid for an electrician to replace the meter box and power stack on the day of the incident. The homeowner has spent more time contacting representatives from Ameren and has been asked to fill out more paperwork from Ameren, causing more time to be spent in the effort to restore the home to its pre-incident condition. The homeowners were advised by an inspector at the time of purchase to have the height of the power lines inspected to make sure the height of the lines was sufficient. The home was purchased on 1/18/23, and the homeowner contacted Ameren on 1/31/23 to ask for an inspection to ensure the power lines were safe. They were told a technician would inspect the property and power line across the street. On 2/1/23, Ameren called saying that nothing “could be done” to raise the power line. That assessment and lack of action on the part of Ameren caused damage to the home when the Republic truck made contact with the line and pulled it down. Ameren could have prevented this event from occurring if they had raised the line when contacted on 1/31. Instead, the company did nothing, leaving the house vulnerable to the disaster that occurred.

  

  Business Response

  Date: 09/12/2023

  A Supervisor provided the following information, crews were
  sent on 6-30-2023 with the earliest being dispatched at 6:10PM. Work was
  complete with power restored by 7:20PM. Per the notes, "105 FEET OF 2T
  TRASH TRUCK TORE DOWN SVC REPLACE NEW."
  
  The same trouble man that was sent to check the height of
  the line in February of this year was also recently dispatched after the truck
  snagged the line. Please reference the attached pictures of the pole and house
  prior to the incident. The troubleman indicated they drove by **** ********* ***** again on 09/07/2023. The
  troubleman advised they found a new service on a new mast. In additionally
  reviewing the information they found that the house had a mast before the
  incident that was nearly as tall as the current mast. The troubleman took a
  measurement at the low point across the road which reflected 16'-2" high
  currently. The troubleman advised they don't believe it is possible that the
  svc was 2'-2" shorter then to be below our 14' minimum road clearance. The
  trouble man advised they remember looking at the service previously and
  comparing it to the others on the street and thinking it was higher than most
  of the other services.  
  
  The technician reviewed the line previously and didn’t
  indicate that it appeared to be too low and that they believe the truck was
  traveling with the bucket up as there were also other phone lines struck in the
  area as indicated on the police report.

  Customer Answer

  Date: 09/12/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  The damage to the house was due to no
  fault of the owners. The owners did everything in their power to encourage
  Ameren to rectify the situation prior to the damage being done. The home inspector
  advised the homeowners to notify Ameren that the lines were low. When a technician
  came out to inspect the lines, no measurements were performed or reported. The
  homeowners were simply told “there’s nothing that can be done.”

  Due to Ameren’s
  negligence, the line made contact with the trash truck, and could have caused
  significant fire damage if not for the homeowner being on location and turning
  off the power. Emergency services on the scene emphasized how dangerous the
  situation could have been if the line had made contact with the ground (which
  it was extremely close to doing so). The homeowner, the family pet, as well as
  multiple neighbors could have been electrocuted and suffered extreme damage.
  

  Ameren had the chance to rectify this
  situation prior to the damage and danger and chose not to act. The technician simply
  “believing” that the line couldn’t have been lower before this incident is not
  sufficient evidence. 
  
  
  
  Sincerely,
  
  
  
  **** *********

  

  Business Response

  Date: 09/20/2023

  In additionally reviewing the information, a technician was
  dispatched and reviewed the line in February as previously indicated. At that
  time the technician indicated in the order notes, there was no issue with the
  service height.
  Additionally, after the line was struck a police report was filed.
  At the very bottom of the report, it states "Several other telephone wires
  were struck in the **** ***** ** *********", indicating something was
  different on this day.