Electric Companies
Ameren IllinoisThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 116 total complaints in the last 3 years.
- 35 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:09/14/2022
Type:Billing IssuesStatus: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 recently changed apartments on August 1 and in order to get the keys to my new apartment I needed to switch my Ameren bill to my new address first. I sat in the lobby of my apartment building on hold with customer service for half an hour trying to get my address changed. The person I spoke to was short and not at all friendly, but regardless, I thought everything was in order. However, Ameren ended up charging me a bill for my old address during dates that I was not living there. I called customer service again and they were entirely unhelpful. I was told that this bill was solely my responsibility even though it was not energy I consumed and during dates at an address that I no longer lived at, and they offered no sort of help with the bill. I was disappointed and discouraged that Ameren was so unwilling to fix this solution, and now I am stuck with someone else's electric bill on top of my own. This problem was not caused by me, but by an Ameren representative who did not correctly transfer my information, and now you are unwilling to fix the problem that was created and I am left to clean up the bill. I have had good experiences before with Ameren, but the lack of responsibility that has been taken is upsetting and expensive. I moved addresses on August 1, I will attach the bill I am referencing.Business Response
Date: 09/26/2022
Attached is Ameren Illinois' response to ******** ******
Ameren Illinois conducted a thorough investigation of the subject complaint, which revealed the following information.
On 09/30/20, ***** ****** established residential electric and natural gas service at **** ** ****** *** **** *** ********** ** ****** ******* * ************
On 07/29/22, Ms. ****** contacted Ameren Illinois Customer Care (AICC) to transfer her service to her new apartment, *** *********** **** **** *** ******* ** ****** ******* * ***********, as of 08/01/22. The AICC representative scheduled and confirmed the connect at the new address but did not schedule or confirm a disconnect for the prior address.
On 08/23/22, Ms. ****** contacted AICC to discuss her final bill. She wanted to know if she needed to pay the full amount as she had moved out of her apartment on July 31st. The AICC representative asked if she had called in to stop service. Ms. ****** stated she wasn't sure if she switched over her bill properly. The AICC representative advised that since she hadn't called to stop the service, she would be responsible for the charges.
Ameren Illinois apologizes that Ms. ******'s service was not cancelled when requested. Ms. ****** contacted Ameren Illinois on 07/29/22 stating she wanted to transfer her service to her new apartment.
Ameren Illinois is correcting the billing on Ms. ******'s previous account, billing her for service up to 08/01/22.
Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.
Thank you,
Initial Complaint
Date:09/02/2022
Type:Billing IssuesStatus: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 ameren bill in a town that i have never lived in and never had ameren usage in , i am just now filing because i just found about it when it was sent to collections on my credit report ... i have proof i lived in a town 10 miles away and was paying electric with the village of ******* at this time . the last time i had ameren was in ********* il at address *** * ***** ****** and it was paid up in full.Business Response
Date: 09/08/2022
Ameren Illinois conducted a thorough investigation of the subject complaint, which revealed the following information.
On 03/14/17, ****** * ******* established residential electric service at *** * ******** **** ******* ** ****** ******* *************
On 06/13/17:
- At 9:00 a.m., ******** (girlfriend), and *** ******* contacted Ameren Illinois Customer Care to get the account number and balance. *** ******* verified the last four digits of his social security number, and the representative provided the account number and balance.
- At 9:16 a.m., *** ******* contacted *** because he hadn't received any bills since he opened the account, and he had signed up for paperless billing. The representative confirmed bills were being mailed to the premise, and paperless billing was not set up.
On 08/21/17, *** ******* contacted *** because he was not receiving his bills each month, he stated he is getting them every two months. The representative provided the current balance, and confirmed the bills have been mailed, and sent a link to *** *******' email address, *********************, to enroll in paperless billing.
On 09/11/17, *** ******* contacted *** to set up an extension, and stated he is only getting the bills every two months. The representative confirmed *** *******' email address is ********************* and offered a Deferred Payment Agreement for the balance of $235.78, with an $88.00 down payment due by 09/18/17 and 8 installments of $30.00, and a final installment of $27.86, to which *** ******* agreed to set up. The following confirmation was sent to *** *******:
On 10/27/17, *** ******* contacted *** to inquire how much he needs to pay, he stated he hasn't received a bill, and he needs the account number. The representative provided the account number, and confirmed the DPA was set up, and the bill for $100.88 was mailed on 10/04/17 and due 10/26/17. *** ******* wanted to make payment and was transferred to ********.
On 02/26/18, *** ******* contacted *** to disconnect service and make payment arrangements to pay off the final bill on Friday. *** ******* requested the final bill be mailed to *** * ***** *** *** *, *******, IL . The representative issued a disconnect order for 02/26/18, at the next available time.
On 04/12/18:
- At 12:34 p.m., *** ******* contacted *** to get his account number and the account number was provided to him.
- At 12:38 p.m., *** ******* contacted *** to get his account number and the account number was provided to him.
On 04/15/21:
- At 7:15 a.m., *** ******* emailed Ameren Illinois Digital Customer Care stating he has a bill in collections that is not his for almost $900.00, and he has never resided in ******. He states he had service in *********, IL and has resided in *******, IL since July 2016. The representative emailed back for verification information.
- At 12:34 p.m., *** ******* replied with the last four digits of his social security number and requested a fraud packet be mailed to him at *** * ******** *** *, *******, IL .
- At 3:15 p.m., Ameren Illinois mailed a fraud packet to *** ******* at *** * ******** *** *, *******, IL .
If *** ******* suspects he has been a victim of fraud, he may contact Ameren Illinois Customer Care at ************** (Mon – Fri between 7:00 a.m. – 7:00 p.m.) to request a new fraud packet.
The following information is required for Ameren Illinois to conduct a fraud investigation:
- Police Report from the police department that has the local jurisdiction based upon where the crime occurred
- Two (2) acceptable forms of identification – copies
- Signed and notarized ID Theft Affidavit
Ameren Illinois will begin a fraud investigation once the completed fraud packet has been returned.
Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.
Thank you,
Initial Complaint
Date:09/02/2022
Type:Service or Repair IssuesStatus: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.
As a low income person, ****** is forcing me to spend needlessly. I only require a 100 amp service but they are tripling my cost by forcing me to buy 200 amp equipment. This is unfair and now I am without power. I hope others are not treated so badly and with such disrespect. The field engineer was very condescending. And said I should of called them first. Next time I will ask God to hold off on the tree branch that fell and took out my power. Now with their authoritarian attitude I will just have to live without power until a program can help me afford the unneeded equipmentBusiness Response
Date: 09/16/2022
Attached is Ameren Illinois' response to this complaint
The Ameren Illinois Engineering team has informed *** ****** on at least three occasions the electric meter socket remove he installed is not Ameren approved. A clamp jaw lever bypass has been required on new or upgraded permanent residential meter sockets since January 2015. Local Ameren personnel were not contacted prior to the installation of the metering equipment.
Ameren Illinois informed *** ****** that service cannot be energized due to the meter installation does not meet the current Ameren Service Manual. Ameren explained that once the metering installation meets Ameren Service Manual and the City of *******'s inspector approves the installation, Ameren can then install a meter and energize the service. *** ****** has been provided with approved metering list.
Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.
Initial Complaint
Date:08/09/2022
Type:Billing IssuesStatus: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 an email that Ameren would supply smart pricing to me free of cost When I receive my bill it had a two dollar and ************* charge on there for Smart Pricing from Ameren Ameren sent me another summary regarding how much I saved which was in the negative of almost $50 I did cancel smart pricing They claimed it was my choice to change and I am for them that they misrepresented theirselves because it was not free it was $2.50 a month which I was not informed of and they farmed it out to another company which I was not informed of and my bill went up They refused to give me a refund even though they misrepresented themselves throughout the whole OrdealBusiness Response
Date: 08/16/2022
Illinois *******************
Consumer *****************
Open Date: 08/09/2022
Complaint ID #: *************
Account #: ***********
Customer Name: ***********************
Service Address: *****************
Wapella, IL *****
The customers complaint is in regard to Power Smart Pricing.
Ameren Illinois Response
Ameren Illinois conducted a thorough investigation of the subject complaint, which revealed the following information.
On 10/14/21, ************************* established residential natural gas and electric service at *********************************, account number ***********.
On 08/05/22, ************ contacted Ameren Illinois ************* regarding the Peak Time Rewards (PTR) participation fee and the Power Smart Pricing (PSP) charges.
************ stated if she would have not been on PSP her bill would have been $140.88 instead of the $188.00, she was charged. Additionally, ************ asked if she would get credited back the $47.12 difference.
The representative advised ************ she would need to transfer her to the department that handles PTR and transferred the call to ****** ***** Karlovic (HLK) ************ who manages both PTR and PSP and assists with personalized and educational energy information.
On 08/08/22, ************ contacted *** regarding the return to Ameren ************************ (BGS) on 09/02/22 instead of today, the day she cancelled the program.
The representative advised **************** account was already into the current billing cycle and that is why the change will take place on 09/02/22.
************ stated she was told by HLK she would need to talk to Ameren about crediting her account for the $47.12. The representative advise *** would not be able to credit the account as participation is optional.
************ stated she would file a complaint with the BBB against Ameren for misrepresentation of the program. The representative offered to escalate the call to the next level and ************ accepted the offer.
************ stated she was charged a $2.25 participation fee and her bill went up almost $50.00 more. Additionally, ************ stated she thought she was with Ameren and felt this was misrepresented and the smart pricing advised they are a completely different company, and she wanted to be refunded.
The *** leadership team member advised PSP is a different supply choice, and the rates change by the hour, and *** would be unable to issue any type of credit. The call ended, initiated by ************.
It is the position of Ameren Illinois that participation in the RTP/PSP program is optional and must be initiated by the customer. Henceforth, there will be no reimbursement forthcoming.
Ameren Illinois does send out periodic email offers regarding programs available to customers. Peak Time Rewards (PTR) is a no cost program versus Power Smart Pricing (PSP) which has a $2.25 participation fee.
All customers have options in choosing their electric supplier. Regardless of their supplier, Ameren Illinois continues to deliver the electricity through its wires.
Real Time Pricing/Power Smart Pricing (RTP/PSP) is an hourly electricity pricing program for residential customers served by **********************. The price you pay for electricity will vary hour by hour based on actual market prices. Real Time Pricing/Power Smart Pricing (RTP/PSP) uses "day-ahead" prices, meaning the price for each hour of the day is set the night before. The bill is calculated using the hourly, day-ahead market prices and the customer's corresponding hourly usage. Customers can shift their electric usage to different times of the day to take advantage of lower hourly prices.
Potential savings will vary based on weather, usage patterns and other market factors.
Electric supply for the utility commodity market is generated through multiple sources including natural gas, coal, and other renewable energy resources.
During the winter months, continuous days with very cold temperatures can also drive-up natural gas prices, which can impact hourly prices on Power Smart Pricing.
************ may visit the Illinois *******************s website at PlugInIllinois.org for information about switching supply of electric service and price comparisons.
Ameren Illinois must remain neutral in any discussion regarding alternate electric suppliers.
Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.
Thank you,
Ameren Illinois
Regulatory Affairs
cc: ***********************
Customer Answer
Date: 08/17/2022
Complaint: 17688513
I am rejecting this response because:
I feel they make enough money with all their pricing increases and service charges on accounts that they dont need to scam people by saying they can save money by going with energy savings they do not tell you it is not an Ameren company and they do say its free just because they say they dont wanna give me a refund doesnt mean they shouldnt for the misrepresentingIf you further research this you will find out that no one is happy with it
Sincerely,
***********************Initial Complaint
Date:07/08/2022
Type:Billing IssuesStatus: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 attempted to make my payment on my payment arrangement on time using online pay. It didn't work, said no acct. So I called and tried through the automated line, same *esult. I called and spoke to agent who said they've heard same complaint all day. They sent me over to bill pay and said hit option 5 and speak to someone there. I did. We went through the whole payment process and was told it was *ejected. However, our bank acct shows Ameren's payment went through. Called Ameren back to inform them our bank account was charged, but they did not see payment on their end. I do not want to have to pay this a second time and I do not want my arrangement to be messed up because THEIR system isn't working properly. I have screenshots of the bank statement showing the payment was *eceived by Ameren at 5:04pm today. I just checked my Ameren acct and still no payment *eflected. Not happy about this and Ameren needs to fix this asap.Business Response
Date: 07/12/2022
Illinois Commerce Commission
Consumer Services Division
Open Date: 07/08/2022
Complaint ID #: *************
Account #: ***********
Customer Name: ***** ****
Service Address: *** ** ****** ***
The customer’s complaint is in regard to a missing payment.
Ameren Illinois’ Response
Ameren Illinois conducted a thorough investigation of the subject complaint, which revealed the following information.
On 09/04/20, ***** * **** established natural gas service and residential electric service at *** * ****** ** ***** ***** ** ****** ******* ****** ************
On 03/30/22, a pending Deferred Payment Agreement (DPA) was set up through the Ameren Illinois automated phone system. The terms of the agreement were a $129.00 down payment by 04/12/22 with 11 installments of $96.96 and the final installment of $96.93, the total amount deferred was $1,163.49.
On 04/13/22, a payment in the amount of $130.00 was posted to the account and activated the DPA. A confirmation letter was mailed to the premise.
On 07/07/22, Ms. **** contacted Ameren Illinois regarding a payment of $296.11 that was declined but showed it cleared per her records. The representative advised Ms. **** Ameren Illinois did not show the payment was received. The representative reached out to the Ameren Treasury department to assist in looking for the missing payment.
On 07/08/22 at 10:49 a.m., the Ameren Treasury department noted the account with information from Speedpay, showing the payment status as failed authorization, with an error description of – credit card declined.
On 07/08/22 at 1:41 p.m., Ms. **** contacted AIC to inquire on her complaint. The representative advised Ms. **** due to the complaint, she would have to put in a call back request, Ms. **** provided the call back number of ###-###-####.
On 07/08/22 at 1:46 p.m., a member of the AIC Complaint Resolution Team left a voice mail for Ms. ****.
On 07/08/22 at 1:50 p.m., Ms. **** contacted AIC and was transferred to a Complaint Resolution Team member.
· The team member advised Ms. **** the payment status showed as a failed authorization, with the error description of – credit card declined, and Ameren Illinois did not have the payment. The team member advised Ms. **** to contact her bank.
· While discussing the complaint, Ms. ****'s fiancée contacted the bank and was told there was a problem on their end, and it could take up to seven days for the held funds to be released.
· The AIC team member advised Ms. **** she was not in threat of having her power disconnected and the account would be monitored, and when the $296.11 payment was made, the account would be set back up on the payment agreement that was started on 04/13/22, should it default.
It is the position of Ameren Illinois the payment attempts on 07/07/22 were declined by the bank and Ameren Illinois is not in receipt of the $296.11 payment.
Ameren Illinois will monitor the account for a payment of $296.11 and once received, Ms. **** will be placed back on the original payment agreement.
Ameren Illinois encourages Ms. **** to contact local area churches and energy assistance agencies for possible help paying the bill. The local agencies in the area are:
LIHEAP – Community Action Partnership of Central IL
**** *** *** ******** ** *****
###-###-####
WNCF – The Salvation Army/Logan & Mason County
*** * ******** ******** ** *****
###-###-####
Here are a few more options Ms. **** may want to consider:
Pick a Due Date – lets you pick the day of the month that is most convenient for you to pay your Ameren energy bill. You have the flexibility to align your due date with your paycheck or spread out your bills, so you don't have too many bills due at the same time.
Energy Efficiency – 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 ###-###-####.
· Home Energy Assessments – We offer enhanced, energy-saving opportunities for qualified households through a free Home Energy Assessment
· Incentives and Rebates on Energy-Efficiency Products
Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.
Thank you,
Ameren Illinois
Regulatory Affairs
cc: ***** ****
Initial Complaint
Date:06/02/2022
Type:Billing IssuesStatus: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 on budget billing for years. They charged me for a late fee. They are wanting a payment for late fees and I never received this fee before. I am 86 years old and I do not see well.Business Response
Date: 06/08/2022
The customer’s complaint is in regard to fees charged.
Ameren Illinois’ Response
Ameren Illinois conducted a thorough investigation of the subject complaint, which revealed the following information.
On 08/13/09, *** *** ******* established natural gas and electric service at **** * **** *** **** ***** ****** ** ****** ******* *************
On 08/08/11, Ms. ******* contacted Ameren Illinois to set up Ameren Illinois' Budget Billing rollover program.
On 05/06/22, Ameren Illinois issued a bill statement for $610.85 due 06/06/22 which included $130.31 current electric charges, $185.50 current gas charges, a $52.19 Budget Billing adjustment and a prior balance of $242.85.
On 05/13/22, Ameren Illinois issued a notice of disconnect for non-payment for the past due balance of $242.85 with 05/25/2022 as the last day to pay to avoid service disconnection.
On 05/18/22, Ameren Illinois mailed a deposit warning letter to advise a deposit would be assessed to the account if the Company continued to receive late payments.
On 05/19/22, Ameren Illinois made automated collection calls to (618) 482-8096 regarding the $242.85 past due balance due 05/25/22. The calls were made at 9:12 a.m. – and returned "No Answer" and at 1:18 p.m. – and returned "Live Answer."
On 05/26/22:
· At 8:08 a.m., a disconnection for non-payment order was completed.
· At 1:18 p.m., Ms. ******* contacted AIC to report the outage and restore service. The representative advised the amount to restore service was $242.85 and the current bill was $368 due 06/06/22. Ms. ******* was offered medical certificate information but declined.
· At 1:32 p.m., a payment of $245.00 posted to the account issuing an order to restore service.
· At 1:35 p.m., the electric service was restored.
· A deposit of $604.00 was assessed on the account, billing in three installments of $201.33, $201.33, and $201.34.
On 05/31/22, Ms. ***** *******, daughter, and Ms. *** *** ******* contacted AIC and inquired about a high bill and why Ms. *** ******* had to make two payments in the month of May. The representative
advised Ms. ******* she is on Budget Billing and had missed April's payment of $258.85 which was due 04/04/22. The representative offered to set up text message notifications for billing reminders, payment notifications and outage updates. Ms. ***** ******* agreed to have them sent to her phone (872) 222-3630. The following account message was included on the bill statement that issued 04/05/22:
On 06/01/22, Ms. ******* contacted AIC about the security deposit required communication. The representative advised the deposit was required due to service disconnection for non-payment and late pay.
It is the position of Ameren Illinois the security deposit is appropriately required with the service disconnection for non-payment on 05/26/22. Attempts were made to contact Ms. ******* via mailed disconnection notices and collection calls.
The deposit was initially split into three installments. To help ease the financial burden to Ms. *******, the deposit has been split into 5 installments of $120.80 to bill out on the next five statements.
Ameren Illinois strives to be consistent with all customers regarding the assessment of deposits pursuant to the revised Illinois Administrative Code Title 83, Section 280:
Section 280.40 Deposits:
a) Intent: Customer deposits are used to secure against potential unpaid debts. Utility collection activities, when not otherwise restricted by regulations or laws, will limit the accumulation of unpaid debt so that deposits will continue to serve this protective purpose.
c) Calculation of Deposit Amounts:
1) Residential and small business customer deposits shall not exceed 1/6 of the estimated annual charges for the service to that customer.
d) Applicant Deposits: The utility shall have the right to require a deposit of an applicant under the following conditions:
1) The applicant was previously disconnected for non-payment of bill amounts owing to the utility for the same class and type of service;
f) Deposit Payment: A utility may require payment of ? of an applicable deposit by including that amount on the first bill statement sent to the customer after the issuance of the deposit. The remaining ? of the deposit shall be paid in equal installment amounts included on the next two bill statements. However, a deposit assessed under Section 280.210 may be collected in a single amount due prior to service activation.
h) Refund Conditions for Deposits:
The utility shall automatically refund the deposit plus accumulated interest once the customer completes 12 consecutive months of service with fewer than four late payments, no disconnections for nonpayment and no tampering with the service, if the customer has no past due balance owing at the time of the deposit refund.
Ms. ******* may be able to have the deposit waived based upon low-income status. Ameren Illinois encourages Ms. ******* to visit ***************************************************************************** to complete the Income-Eligible Status Application.
Ameren Illinois encourages Ms. ******* to contact local area churches and energy assistance agencies for possible help in paying the bills. Agencies listed for the area include:
Catholic Urban Programs
* * ***** ***** *** **** ***** ****** ** ***** * ****** ***** ******** ****** * ** ***** ***** ******* - ** ****** ****** ***** *********** ** ***** * ****** ***** ******** **** * ***** ****** ** *** ***** ****** * ***** ******* ****** ******** ******** ** ***** * ****** ***** ********
Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.
Thank you,
Ameren Illinois
Regulatory Affairs
cc: *** *** *******
Initial Complaint
Date:05/30/2022
Type:Billing IssuesStatus: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 paid my Ameren Illinois **** on May, 27, 2022, using the Ameren Illinois website and using my checking account paying *****. Ameren took a double payment. I want that double payment put back in my checking account. Please see the email I received from Ameren below. Thank you.Dear *****,Thank you for providing the additional information. After further review, it appears that there were two payments submitted in the amount of $*****. The duplicate payment was applied to the **** of $46.36 due 6.10.22. There is a credit left remaining of $15.51. Refunds are processed in the form of refund checks by mail. If you would like to request a refund, there is a 14 day wait from the date the payment posts before we can issue the check. If you would like the refund sooner, please have your bank fax a statement that both payments have cleared and will not be returned to ************. The statement can also be emailed to ********************************************************** If a refund is not requested or issued, the credit will automatically apply to the July ****. Please let me know if you will wait 14 days to receive a refund, or have the bank send us a letter. If you would like the credit to apply to the ****, no further action is needed from you. If you have any additional questions, I am happy to help.Thank you,Jasmine :::::::::::::::::::::::::Ameren Illinois ********************* T ************ Residential T ************ Commercial T ************ Web Support T ************ *******************Customer Answer
Date: 06/01/2022
Ameren Illinois has put back in my checking account the duplicate of 61 .87. Please see below.Jun 01 Speedpay AmerenI CR $61.87 Thank you for your assistance, much appreciated.
***** *******Business Response
Date: 06/02/2022
Customer Name: *************************
Service Address: 11 *************.
********, ** 62236
The customers complaint is in regard to double payment.
Ameren Illinois Response
Ameren Illinois conducted a thorough investigation of the subject complaint, which revealed the following information.
On 11/01/01, **************************** established electric service at ***********************************************************, account # ***********.
On 05/20/22, ********************** issued a statement in the amount of $108.23 due 06/10/22 which included $45.43 current electric charges, a $61.87 prior balance, and a $0.93 late payment charge.
On 05/27/22:
At 5:42 p.m., a payment of $61.87 was scheduled through the Ameren Illinois customer portal, confirmation # ********.
At 5:43 p.m., a second payment of $61.87 was scheduled through the Ameren Illinois customer portal, confirmation # ********.
On 05/28/22, ****************** contacted Ameren Illinois via electronic e-mail regarding two payments of $61.87 being deducted from her bank account.
On 05/29/22, the representative responded to ********************** e-mail advising there were two pending payments totaling $123.74 applied to her account balance of $108.23, leaving an excess credit of $15.51. The representative advised ****************** the excess credit of $15.51 would be eligible for refund pending a 14-day waiting period, or a letter from ********************** bank stating the overpayment would not be returned for insufficient funds. ****************** responded Ameren Illinois took two payments when only one was submitted and requested the second payment be refunded.
On 05/31/22, the two separate payments of $61.87 ($123.74 total) posted to the account.
On 05/31/22, Ameren Illinois' ******************* issued an electronic refund of $61.87, refund confirmation # ********. An Ameren Illinois representative e-mailed ****************** to advise the $61.87 payment was being refunded electronically.
It is the position of Ameren Illinois two payments were processed through the Ameren Illinois customer portal on 05/27/22, in error. ********************** notified ****************** of the two payments with two separate confirmation notifications. To resolve this error, Ameren Illinois' ******************* initiated an
electronic refund in the amount of $61.87. Once the refund is complete, ****************** will have a current balance of $46.36 due 06/10/22.
Ameren Illinois offers auto-pay which automatically deducts the amount of the **** on the due date or five days prior. ****************** can enroll in autopay online by visiting our website www.AmerenIllinois.com.
Ameren Illinois also provides the option of Pick A Due Date (PADD) which allows eligible customers to choose the day their bills are due each month.
Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.
Thank you,
Ameren Illinois
Regulatory Affairs
cc: *************************Customer Answer
Date: 06/03/2022
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.Thank you for your help.
Sincerely,
*************************
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