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Complaint Details
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Initial Complaint
07/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ameren paid me for extra hours my solar system produced instead of banking them, They it was because of the program I was in. I told them that I had asked numerous times while our solar system was being installed if I was ok with the way my billed was setup. They wouldn't tell me anything. I was told however that I was good to go. After seeing that they paid me instead of banking my hours. It took me 6 phone calls over a 3 week period to get that told to me. I said that I was on net metering and the hours should have been banked. They told me that they already paid me and nothing could be done.Ameren has made the process of switching to Solar very difficult, Thanks for your help.Business response
07/31/2024
Better Business Bureau
Open Date: 07/19/2024
Complaint ID #: 2024-22009699
Account #: 89281-37019
Customer Name: **** *******
Service Address: ***************
***********, ** 61611
The customers complaint is in regard to net metering.
Ameren Illinois Response
Ameren Illinois conducted a thorough investigation of the subject complaint, which revealed the following information.
On 12/05/22, *********************** established residential electric and natural gas service at ***************************************, account # ***********.
On 12/01/23, the account was enrolled in net metering with an effective date of 11/28/23.
On 12/02/23 the account was un-enrolled from the Peak Time Rewards program.
On 03/25/24, Ameren Illinois issued a statement for $122.27 due on 04/15/24 which included $22.89 current electric charges, $105.79 current gas charges, and $-6.41 credit.
04/01/24,****************** contacted Ameren Illinois *************** (****) with questions regarding the billing for his net-metering. ****************** understood his anniversary month is ****** ********************** concern was regarding the carryover credits. The **** representative verified ****************** is on net metering and where to find that information on the billing statement. The **** representative advised ****************** there was $18.28 credit applied under the Distribution Delivery Non-Summer ******* ****************** inquired about any type of carryover credits and extra hours that he did not use. The **** representative advised him that information is under Usage Summary. The **** representative advised that ****************** will not see carryover on his statements due to participation in the Power Smart Pricing (***) program. ****************** questioned whether he should stop *** and the **** representative informed ****************** she was not able to advise him what program would be most beneficial.
On 04/24/24, Ameren Illinois issued a statement for $125.60 due on 05/15/24 which included $16.94 current electric charges, $111.39 current gas charges, and $-2.73 credit.
On 05/09/24, ****************** called in to the Ameren Illinois *********** (****)regarding a letter saying the account was to be returned to Ameren as an electric supplier. The **** representative verified that the account will now have ********************** as a supplier. ****************** reported that he does not see the wording of ********* on his statement. The **** representative directed ***************** to the Usage Summary area of the bill, explaining the total kWh usage as 767 with 1438 credit and a remaining credit balance of 671.
On 05/23/24:
Ameren Illinois issued a statement for $50.62 due on 06/13/24 which included $-1.17 current electric charges, $51.79 current gas charges, and $-0.40 credit.
@ 1:04 p.m., the account was un-enrolled in the Power Smart Pricing (***) program.
@ 4:46 p.m., ****************** contacted **** regarding his billing statement and was transferred to ****. ****************** said he received his statement and was looking for the carryover amount. ****************** said there should be banked credits due to excess generation The **** representative advised ****************** during this billing period the account was still under ***. The **** representative said this would be researched and ***************** would be contacted.
On 05/24/24 The **** representative contacted ****************** regarding the net metering questions. The **** representative explained the *** did cause excess generation credit to be applied to charges on the bill. ****************** asked if he did indeed bank hours. The **** representative advised hours were banked and ****************** is no longer participating in the *** program.
05/28/24,a payment of $55.00 posted to the account.
On 06/26/24, Ameren Illinois issued a statement for $58.91 due on 06/17/24 which included $18.16 current electric charges, $45.53 current gas charges, and $-4.78 credit.
On 06/27/24, ****************** contacted **** with questions regarding the solar charges. The **** representative advised the **** is currently closed. ****************** expressed frustration with trying to get answers regarding his net metering account and requested to have the call escalated. The **** representative scheduled a supervisor callback.
On 06/28/24:
@1:45 p.m., a member of **** leadership team contacted ****************** by telephone,however, there was no answer and an option to leave a voicemail was not available.
@4:50 p.m., ****************** called the **** concerning his request for a supervisor callback and his solar questions. The **** representative said notes show that an **** supervisor did call but there was no answer, and the supervisor was not able to leave a message. ****************** requested to speak with someone who was able to explain the details regarding his solar billing and was transferred to the ****.
On 07/03/24, ****************** contacted **** expressing confusion regarding the billing. ****************** reported his Jun 13thstatement shows he banked 978 of carryover credit. The **** representative advised the carryover was 1021. ****************** asked if he was paid for the carryover credit and was advised he would not be paid for the credit. ***************** asked why the 1021 carryover was not shown as prior carryover on the new bill. ****************** requested to have the call escalated. The **** Representative advised ****************** that an inquiry regarding the account has been submitted. ****************** expressed concern regarding the timeliness on getting his questions answered. The **** representative verified the phone number to contact ******************.
On 07/15/24, ****************** contacted **** and requested to escalate the call regarding his solar credits. ****************** was transferred to a member of **** leadership team. ****************** explained the issues with the carryover credits.****************** explained his concern with the carryover credits that are missing.****************** said he has waited 10 days and has not heard from Ameren. The member of **** leadership team advised ****************** that an inquiry regarding this issue will be made and ****************** would be contacted today.
On 07/18/24, ****************** contacted **** and requested to have the call escalated to a member of **** leadership. ***************** referred to the 05/23/24 statement and the amount of his carryover credits for solar. ****************** believes there is an error with the billing. The member of **** leadership team explained that ****************** was participating under the *** program, so the credit was a dollar amount not a kWh credit. ****************** reported that no one explained being on *** would mean he cannot bank those hours and feels the 1021carryover amount in question should be returned to him. The **** member of leadership team advised ****************** those hours could not be returned to him as a credit.****************** requested a callback from a supervisor.
On 07/19/24, a complaint from the Illinois ******************* was received regarding the account.
********************* participation in the *** program was stopped effective 05/23/24.
When an account is on RTP/*** supply, Time of Use Met-Metering (TOU NM) contract type, the carryover unused credits are applied in dollars. When an account is on BGS supply, Non-Time of Use (TOU) Net Metering (NM) contract type, the carryover unused credits are applied in kWh.
The Carryover credits were not correctly applied, and a rebilling will be necessary.
Ameren Illinois apologizes for this inconvenience to ****************** and for any frustration experienced regarding the carryover charges on the billing statements.
Ameren Illinois is currently correcting this issue. Once the correction is in place,the account will be rebilled. Ameren Illinois appreciates ********************** patience regarding this situation.
Included below is the excerpt from the Net Metering tariff:
Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.
Thank you
Ameren Illinois
Regulatory Affairs
Initial Complaint
07/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I moved into my place 3 months ago and now my ameren bill is over $605. I went online to figure out how it is this high and I did not get answers because it downloaded my bill to my phone and I can't get and explanation about my bill. When I click on something it does nothing. I have called and sat on hold for too long so this is the option I have to take. It has electric charge and gas charges but then it says other and I want to know what are the "other" charges on my bill. I have attached screenshots.Business response
07/11/2024
Please see attachment for business response.Customer response
07/12/2024
Complaint: 21949982
I am rejecting this response because what are the miscellaneous charges for *****, 8.28, 4.26?
Sincerely,
*********************Initial Complaint
06/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Im certain my eletrickbis charged for people tampering with my meters and traits party ******** computer hacks and there line of defense is the reason they also monopolize the the electrical market and I do t have time to get my electric turned off to make a solution they abuse there power and jacked up the bill because they think no o e can stop themBusiness response
07/05/2024
July 1, 2024
Better Business Bureau
Consumer Services Division
Open Date: 06/25/2024
Complaint ID #: 2024-21895532
Account #: 90404-65096
Customer Name: Nick *******
Service Address: 721 27th Pl
**********************
The customers complaint is in regard to billing.
Ameren Illinois Response
Ameren Illinois conducted a thorough investigation of the subject complaint, which revealed the following information.
On 06/12/23, *********************** established residential electric service at 721 27th Pl, ************, **, *****, account # ***********.
On 02/07/24, Ameren Illinois issued a statement for $613.75 due on 02/28/24 which included $522.15 current electric charges, and a $91.60 security deposit installment.
On 02/14/24, ****************** contacted Ameren Illinois ************* (AICC) questioning the amount of his recent balances. The representative explained the bill is based off the usage at the location. ****************** said his neighbor has a remote-control device that can turn things on and off in his home. The representative advised ****************** to look at the electric meter to see if anything is being attached to the meter. ****************** reported a ground wire connected to meter that he did not recall seeing. The representative advised an order for Ameren Illinois to check the meter was being submitted.
On 02/16/24, Ameren Illinois dispatched a technician to check the meter and it was confirmed the readings are correct.
On 02/19/24, a meter reading verification letter was sent, confirming the readings are correct.
On 03/07/24, Ameren Illinois issued a statement for $995.90 due on 03/28/24 which included $228.72 current electric charges, $7.83 Late Payment Charge (LPC), a $91.60 security deposit installment, and a $613.75 prior balance.
On 03/12/24:
An automated collection call was made to the phone number of file ************** with the result: Answering Machine.
At 8:14 a.m., ****************** contacted AICC to inquire why Ameren Illinois had called him. The representative explained the account is past due. ****************** said he had contacted energy assistance and should be getting a ***** to help with the bill. ****************** questioned if he had more than one account and was advised that this is the only account under his name. The representative advised there was increase in usage. ****************** said that he is concerned with the usage and does not think it is accurate. ****************** said he may be checking into a new thermostat for the location.
On 03/21/24, a LIHEAP suspended charge of $530.00 was applied to the account.
On 03/22/24, the security deposit amount of $185.02 was applied to the account.
On 04/05/24, a disconnection letter for $282.70, with a due date of 04/17/24, was sent.
On 04/08/24, Ameren Illinois issued a statement for $493.02 due on 04/29/24 which included $210.32 current electric charges, a $-530.00 energy assistance *****, and an $812.70 prior balance.
On 04/11/24, an automated collection call was made to the phone number on file - ************** with the result: Answering Machine.
On 04/15/24, ****************** contacted Ameren Illinois ************* (AICC) regarding his balance. The representative explained a LIHEAP pledge had been applied to the account and the current balance was $493.02. ****************** asked if the LIHEAP pledge had paid the account in full. The representative went over the billing amounts since January. ****************** questioned the usage, saying he had work done on the furnace and believes that there could be people getting into his electricity. The representative advised that there has been a prior balance, which is adding to the monthly charges each month. The representative offered a Deferred Payment Agreement (DPA), with no down payment needed and 18 monthly installments of $28.00. ****************** agreed to the DPA.
On 05/07/24, Ameren Illinois issued a statement for $196.60 due on 05/28/24 which included $168.60 current electric charges and a $28.00 DPA installment.
On 05/29/24, a payment of $196.60 was applied to the account.
On 06/07/24, Ameren Illinois issued a statement for $246.86 due on 06/28/24 which included $218.86 current electric charges and a $28.00 DPA installment.
On 06/28/24 a meter test was conducted as part of ********************** ICC complaint. ****************** was contacted to be present for the meter test but was not able to be reached. Electric meter # ******** was compared to a RM17 standard (serial #******* that is due for calibration on 9/27/24.
The meter tested within the requirements of Illinois Administrative Code 83 Part ******* and was left in place.
Electric meter # ******** was tested on June 28, 2024. ****************** was contacted to witness the test, and a message was left. ****************** was not present for test.
The meter test results (as found) were
- L.L. 100.13%
- F.L. ******%
- Weighted Average ******%
Below is the Electric Usage History in ******** Hours for the account:
It is the position of Ameren Illinois that the bills reflect the actual usage consumed and are, therefore, accurate for the residential electric delivery and supply.
Ameren Illinois is only able to verify the readings on its meter and the operational accuracy of its meter, not the source of the usage.
****************** may want to consider a *********** Assessment. Ameren Illinois offers enhanced, energy-saving opportunities for qualified households through a free *********** Assessment. This includes incentives and rebates on energy-efficiency products.
Our residential customers can save money by implementing various energy efficiency solutions while providing discounts and incentives to increase comfort, manage usage and reduce costs, visit AmerenIllinoisSavings.com or call ************.
*********** Assessments We offer enhanced, energy-saving opportunities for qualified households through a free *********** Assessment
Incentives and Rebates on Energy-Efficiency Products
****************** may consider Ameren Illinois' Budget Billing program to equalize payments for utility service. Budget Billing is based upon the customer's average bill instead of the actual amount for each separate billing period. Based upon the current supply charges, ****************** can enroll in Budget Billing Rollover Program which would start at $271.00. Enrollment can be completed online using the company's website at www.AmerenIllinois.com or contact Ameren Illinois ************* at ************** (Monday Friday, 7:00 a.m. 7:00 p.m.).
Ameren Illinois also suggests the following internet sites regarding energy conservation and supplier information:
- AmerenIllinois.com
- AmerenIllinoisSavings.com
- Energysavers.gov
- PluginIllinois.gov
- Energystar.gov
Keepwarm.Illinois.gov
Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.
Thank you,
Ameren Illinois
Regulatory Affairs
Initial Complaint
06/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have solar and we produce over and what we dont use they collect and then use for their other customers. Then they send us a bill every month and every month it goes up in the mean time they are taking our extra power that we produce and use it for their customers. we never get a return for what we over produce power .Business response
06/24/2024
Attached is Ameren Illinois' response to 2024-21879200. Thank you.Initial Complaint
06/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I am on budget billing for residential gas service from Ameren Illinois. I called customer service on 6/14/2024 to inquire why my budget billing increased from $36 to $59 a month. She was unable to help out or to fill out a trouble ticket as it is obviously a calculation error. She said it is based on the last 12 months of usage. I received my June statement which said I owed $17.98 for the settlement amount for last year based on my usage. The customer service representative said that her screen showed my monthly usage as $58 which was used to calculate next year's budget billing amount. This is incorrect. What I am requesting is for someone to correct the error and to recalculate my budget billing amount. My account number is **********.Business response
06/25/2024
Attached is Ameren Illinois Response. Thank YouCustomer response
06/25/2024
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
05/24/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On the 19th of May I paid my ********************* of ******. On the 22nd I saw a duplicate charge from ****** with the same invoice number which created a *** charge of $27 which occurred from an insurance bill that was also in progress. I contacted ****** and they did refund me the ****** but now I needed to have ****** cover the *** charge. I call the bank and they sent me a mini statement showing that ****** was in fact at fault the the *** charge. On the 24th I called concerning the *** charge and I was told by ****** that even if it was their fault they wouldn't pay for the *** charge. This is a bad business practice and now I am inclined to seek damages from ******.Business response
05/30/2024
Please see attachment for business response.Customer response
05/30/2024
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
05/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Meter readers are not regularly checking the meter. Called to get an explanation why my bill went to 5 times the norm for billing in past for same temps and and therms used. They claimed the meter malfunctioned. They were able to fix it. Don't know how they could fix it when they do not have access. We have a fence all the way around the back ofvthe house. Think they are guessing all the way around. Would like the facts about peak billing and rates instead of guesswork!Business response
05/24/2024
Please see attachment for business response.Initial Complaint
04/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have budget billing. They say I have to pay 2k because my payment arrangement was set up for 4/28. They have turned off my power. They took more off more money that we agreed. I have a CPAP machine. They are saying that my budget billing was not set up correctly and they are trying to charge me more.. They are saying that my total bill is ******* despite my paying budget billing.Business response
05/07/2024
Please see attachment for business response. The business has also noted that a copy has been sent to you via mail.Initial Complaint
04/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I was told on april 10th that i would receive a refund and now im told a different story. I have tried polietly talking to them and no resolveBusiness response
04/29/2024
Please see attachment for business response. An additional copy has been mailed to you as well.Initial Complaint
04/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
********************************** IS THE ADDRESS WITH THE ISSUE This happened during the strong storm that blew through and left thousands without power for up to a week, last summer! This is how they"fixed" my daughter's power outage! I'm furious! My daughter has called on numerous occasions trying to get this fixed, the rental people say it's on Ameren and Ameren says it's the landlord. Ok, well, her lines are so low that the lawn mower won't go under it, the old power line is zip tied up to the old one. The old one is stuck down into the ground. One of those limbs are being held up by the power line itself! The other, larger, limb is barely hanging on. For my daughter to be treated this way, bills paid in full every month mind you and rent always on time, is unacceptable! This is a hazard not only to herself, but her animals, myself because I mow, the neighbors and their children and animals. I mean we can get a lawyer and go that route but this job needs done and done correctly! There was a dozen men back there fixing this and this is what they come up with? They would be fired if I was the supervisor! No way should this have been left this way! Ameren, SHAME ON YOU! Now then, this issue needs addressed like almost a year ago! Go fix that! You should be embarrassed to have workers leaving this as it is and have no conscience or consequences for doing so. And furthermore, no one is supposed to touch downed lines correct? Well, 18 more inches and this line will be down on the ground. I really hope nothing happens to my child due to this negligence! Get out there and do YOUR job!!Business response
04/26/2024
Please see attachment for business response.
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