Complaints

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:04/18/2025

  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.

  For years Ameren and "partners" have been gouging rural Illinois citizens. I am told SmartMeters and 3rd party intermediaries accessing our data are now in place without customer knowledge/consent. **********************'s website does not have legal "Opt Out" for Smart Meter options and research has shown these are dangerous & not safe. Many in my area have neurological issues and sensitivities that seem to be worse with this type of "digital" and "smart" tech and WiFi 5D etc. Ameren SEEMS to be participating in collection type Corporate bullying and "partnerships". Very similar to Illinois insurance companies, medical billing entities, other utilities and these "collection and billing " partnerships. There are MANY data breaches and abuses.Not only is the SmartMeter issue a big issue another issue is the "deposit" process/workflow and abuse of consumers time and money. Ameren's most recent "deposit" requirement letter is a perfect example and lacks both transparency and is another Internet of Things procurement "partnership" really simply shady targeting, data abuses, privacy abuses and digital project mis-management at the expense of consumers and utility customers. This needs to be ended and removed if at my location or my street (***************************************************************)Also, your deposit structure is very exploitive and data share as well. The workflows, letters and requirements are very bad further impacting consumers and bill payers and citizens in Illinois. This is BAD Info Tech and data architecture and project implementations entirely. Your billing "deposit" practices are equally bad and seems like a huge "procurement" and collection partner money funnel. Should be illegal.These CRM, billing/ "digital"/Smart Meter projects clearly were handled poorly and at the expense of citizens in *******. REFERENCE: **************************************************************************************** Customers should be able to EASILY Opt Out of any Smart Meters.

  Business Response

  Date: 04/22/2025

  Better Business Bureau 

              Open Date:     04/18/****

        Complaint ID #:     ****-23221430

               Account #:     68880-32923

      Customer Name:    ****** ********

      Service Address:     ***********************

                                   ********, IL 61770               

  
  

  The customers complaint is in regard to non-standard metering and a deposit.

  Ameren Illinois Response

  Ameren Illinois conducted a thorough investigation of the subject complaint, which revealed the following information.

  This complaint is similar to ICC Complaint #****-01447 filed 02/14/****. 

  On 10/28/20, ****** C. ******** established residential electric service at ************************************************************************************* # ***********.

  On 06/05/24, Ameren Illinois sent a letter advising a deposit would be assessed to the account if the Company continued to receive late payments.

  On 01/31/25, an individual set up a Deferred Payment Agreement (***) via the Ameren Illinois Voice Response Unit (VRU). The *** required a down payment of $113.12 on or before 02/13/25, with 16 monthly installments of $15.00, the final installment being $11.54.

  On 02/03/25:

  • a payment of $14.00 posted to the account.

  • A reminder notice for a payment of $99.12 to activate the ***, with a due date of 02/13/25, was sent.

  On 02/04/25, Ameren Illinois issued a statement for $427.45 due on 02/25/25, which included $90.09 current electric charges,$237.54 *** default, $1.70 LPC, and $98.12 prior balance. This statement included the following important account messages:

  On 02/06/25, a deposit of $214.00 was assessed to Ms. ********** account due to slow or late payments. The deposit will be billed in five monthly installments of $42.80. The deposit amount is determined by two times the average bill amount.

  On 02/07/25:

  • An automated collection call was made to the telephone number on file ****************** with the result: Answering Machine.

  • The *** was activated on the account.

  On 02/10/25, a payment of $100.00 posted to the account.

  On 03/04/25, a payment of $90.91 posted to the account.

  On 03/05/25, Ameren Illinois issued a statement for $147.48 due on 03/26/25, which included $89.68 current electric charges, $42.80 Deposit Installment, and $15.00 *** installment. This statement included the following important account messages: 

  On 03/07/25, a payment of $56.57 posted to the account.

  On 03/20/25, the account was enrolled in the Budget Billing program via the Ameren Illinois website. The Budget Billing amount is $107.00. The account was also enrolled in the Pick A Due Date program with a new due date of the 7^th of each month.

  On 03/21/25, a payment of $90.91 posted to the account.

  On 04/03/25, Ameren Illinois issued a statement for $164.80 due on 04/24/25, which included $117.26 current electric charges, $-10.26 Budget Billing Adjustment, $42.80 Deposit Installment, and $15.00 *** installment. This statement included the following important account messages:

  On 04/09/25, the Budget Billing program was cancelled via the Ameren Illinois website.

  Below are the dates and amounts of Late Payment Charges added to the account:

  Date	Amount
  1/30/****	$1.70
  11/26/2024	$1.22
  9/27/2024	$4.49
  8/28/2024	$1.46
  7/29/2024	$3.69
  6/27/2024	$1.93
  5/29/2024	$5.49

   

  It is the position of Ameren Illinois that the deposit was correctly and appropriately assessed due to the late and partial payments on the account. A deposit warning letter was sent on 06/05/24. The deposit will be refunded once the refund conditions have been satisfied.

  Ms.******** may be able to have the security deposit waived based upon ********** status. Ameren Illinois encourages Ms. ******** to complete the Income-Eligible Status Application by visiting:

  ***********************************************************************************************************   

  Regarding the *** meter, Ms. ******** may request that her meter be exchanged at any time. When a customer chooses to enroll in Non-Standard Metering (NSM) there are additional fees required to remove the existing meter and have the meter read manually on a monthly basis. The fee to remove an *** Meter is $70.00 and the monthly meter reading charge is $20.00. Ms. ******** will need to contact Ameren Illinois at **************, Monday through Friday from 7:00 a.m. to 7:00 p.m., to schedule this. Ameren Illinois does offer information on the Company website: *****************************************************************************************************************

  Ameren Illinois treats personal information about customers as confidential. A customer retains ownership of their own privacy data (including energy usage),and Ameren Illinois will not disclose the information to external parties without permission, except for official Ameren Illinois business or as required by law.

  Ameren Illinois strives to be consistent with all customers regarding the assessments of deposits pursuant to the revised Illinois Administrative Code Title 83,Section 280 (effective Nov. 1, 2014):

  Section ****** Payment

  c)        Late Payment:

  1)        Payment is late when it has not been received by the utility within two days after the due date on the bill.

  2)        The date a payment or payment instrument is presented to or arrives at the utility, or its agent/vendor is the date of payment receipt.

  Section ****** 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.

  b)    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.

  e)Present Customer Deposits:

  1)    A present customer may be required to pay a deposit if both of the following conditions occur:

  A)    The customer has paid late four times in the past 12 months; and

  B)    The customer's account has an undisputed past due balance that has remained unpaid for over 30 days beyond the due date.

  The deposit will be refunded once the following refund conditions have been satisfied:

  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.

  Ameren Illinois strives to be consistent with all customers regarding the assessment of non-standard metering (NSM) charges pursuant to **************************** Tariffs Schedule 1, as approved by the Illinois *******************:

  Rider NSM This tariff provides information pertaining to charges associated with refusing the installation of Advanced Metering or requesting removal of previously installed Advanced Metering.

  1. Advanced Metering Currently Installed on Residential Premises:

  When Advanced Metering is currently installed at the Premises, a Residential Customer may request, and the Company shall allow Non-Advanced Metering in lieu of Advanced Metering under the following conditions:

  a.Customer pays an Advanced Metering Exchange Charge pursuant to the Charges section shown below; and,

  b.Customer pays a monthly Advanced Meter Refusal Charge pursuant to the Charges section shown below.

  Charges

  1. Advanced Metering Exchange Charge

  If a Customer refuses to allow the continued use of a currently installed Advanced Metering device and/or requests removal as detailed above, the Customer will be charged an Advanced Metering Exchange Charge of $70.00 per meter for each such meter exchanged.

  2. Advanced Meter Refusal Charge

  If a Customer has refused installation of an Advanced Metering device or has refused to allow the continued use of a currently installed Advanced Metering device as detailed above, the Customer will be charged a monthly Advanced Meter Refusal Charge of $20.00 each month.

  Scientific research has been conducted on radio-frequency (**) fields and health for several decades, and this body of research has been reviewed by many public health and regulatory agencies. None of these organizations has found that the ** signals from *** meters cause or contribute to any adverse health ********** addition, the *** meter transmits ** for only a few minutes each hour at an extremely low signal strength level comparable to other home devices such as cordless phones or wireless baby monitors.

  Most homes have one or more commonly used household devices that transmit and receive data using radio frequency signals, including video game controllers,cell phones, televisions, computers, baby monitors, radios, security systems,garage door openers and Wi-Fi routers.

  The following organizations consider advanced meters safe:

  • Food and ******************* (***)
  • ********************************* (FCC)
  • ************************* (WHO)
  • *********************** (***)

  In 2013, the Illinois ******************* (***) approved Ameren Illinois'initiative to declare all electro-mechanical (analog) meters obsolete and retire them gradually as they are removed from service over a period of 10 years.

   

  Analog meters are obsolete, and the Company no longer stocks them. A digital meter can be used which does not have an *** transmitter, consistent with the requirements associated with the Company's responsibility to provide non-standard metering service.

  The replacement meter will not be capable of being read remotely using a wireless interface. This means that there will not be ** radiation exposure from a meter radio device. The Non-Advanced meter is only programmed to provide total accumulation on the display, does not store any other usage information, and does not have remote communication capability.

  The ICC held in Docket # ******* that the Company is able to select the technology and type of meters it uses to provide non-standard service so long as the meter is not equipped with an *** transmitter.

  Non-Advanced meters meet the tariff requirements and ae not capable of being read remotely using a wireless interface.

  Additionally,these meters do not emit dangerous levels of ** and have been proven safe for customer use substantiated by the rigorous testing Ameren Illinois performs on the meters prior to being installed.

  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:04/09/2025

  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.

  Ameren is refusing to resolve my issue i have at hand with them they disconnected me today when I missed 1 payment on payment arrangement and unwilling to work with me and refusing me to talk to a dupervisor

  Business Response

  Date: 04/11/2025

  Please see attachment for business response.

• Initial Complaint

  Date:04/03/2025

  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.

  They shut my gas off without cause then blamed it on lack of use my **** says otherwise then wanted to charge me a reconnect fee and deposit. These people need sued.

  Business Response

  Date: 04/08/2025

  Attached is Ameren Illinois' response to 2025-23157979. Thank you. 

• Initial Complaint

  Date:03/20/2025

  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 honestly dont get why AMEREN ILLINOIS is reporting this debt under my name because I dont owe them anything. I never signed anything with them, and when I asked for a copy of the original application, they didnt even bother to provide it. Its frustrating because this is hurting my credit for no reason, and its just not fair. How can they just put something on my report without any proof?Account No: ************ Amount Disputed: $322

  Business Response

  Date: 04/10/2025

  Please see attachment for business response.

• Initial Complaint

  Date:03/11/2025

  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 keep getting charging me for property transfer and I don&#**;t own the property. They said I probably called in about it and I never have called them. There is only myself and my son in their service area. I don&#**;t have any responsibility for it. I believe someone made a clerical error. I would like for them to stop billing me for this.

  Business Response

  Date: 03/25/2025

  Please see attached response from Ameren Illinois. Thanks,

• Initial Complaint

  Date:02/24/2025

  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.

  Ameren is charging us a ****** deposit on our account along with a shut off notice for that amount and the late payment. Its over ******* and they keep doing it. Theyve charged us this twice in the last year. We are having a hard time paying our bills and they are now charging a ****** deposit on our account for 1 year. If not they will disconnect our services. I cant find anyone that has had this issue. I also cannot find anywhere where this is mentioned and we agreed to it. Can you help us?

  Business Response

  Date: 02/26/2025

  Please see attachment for business response.

• Initial Complaint

  Date:02/14/2025

  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.

  2/2/2025 4:34AM The **** unit began making a loud up and down sound similar to a motor revving. Every light and every appliance in the house was getting dim and then extremely bright over and over again for several minutes. The control boards were beeping on and off indicative of cycling power. I went outside to check the meter and recorded the incident on my phone until the power finally went off. The outage was reported and restoration update from Ameren indicated equipment failure. The following day I submitted the Ameren Illinois Claim Statement to ****************** Administrators, Ameren's third party claims management company. They never asked to review the cell phone footage but instead admitted the problem was caused by their equipment but they are not responsible and denied my electronic loss claim. This has been the 3rd event similar in nature to occur, and the 2nd complaint I have filed with Ameren and the BBB.

  Business Response

  Date: 02/27/2025

  Please see attachment for business response.

  Customer Answer

  Date: 02/27/2025

  Complaint: 22940769
  
  I have reviewed the business' response and am rejecting it because:
  
  Perfect example of Corporate bullying and Regulatory capture. 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 03/05/2025

  The video provided by Mr. ****** is in reference to an outage that occurred on 02/02/2025 which the cause was categorized as equipment damage.

  Besides this incident, the last time Ameren Illinois was at this location was 06/14/2024.  There is no evidence of Ameren Illinois being negligent or having exposure to liability. As noted, Ameren Illinois cannot guarantee uninterrupted services.

  Thank you

• Initial Complaint

  Date:01/25/2025

  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.

  It makes zero sense for an electric bill to soar over $350 in the Midwest winter!

  Business Response

  Date: 02/06/2025

  Attached is Ameren Illinois' response to 2025-22858024. A copy of the response has been mailed to the customer. Thank you. 

• Initial Complaint

  Date:01/24/2025

  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 January 5th and 6th my community was impacted by an ice storm that resulted in widespread damage and a power outage lasting several days. Ameren illinois had utility trucks up and down my driveway the evening of the 7th until around 8:30 am on the 8th. On January 8th at approximately 9:20 am I realized that one of the trucks had backed into my yard and hit my jeep hardtop. After calling ameren I was told to file with brentwood service administrators. They are refusing to make the situation right and pay fair value of the destroyed property.

  Business Response

  Date: 01/31/2025

  Attached is Ameren Illinois' response to 2025-22853213. A copy has also been mailed to the customer. Thank you. 

• Initial Complaint

  Date:12/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My new neighbor stopped by today and told me that when they turned power on at their house Ameren put it in my name. The neighbor realized this and called and cancelled my services then was told by Ameren to come over and tell me I have until 2:00pm to call them before they make it to my house and shut the power and gas off. I called several time but they were closed. I had to call the gas leak emergency line and the lady told me someone put in the wrong address when connecting the neighbors power so now I have a final bill which is now doubled because my bill isnt owed for November until Jan 1st but they have now charged me for November and December. Then I asked if they were going to reopen my account and I was told no they have to give me a new account. I asked if they were going to fix my bill she said no I have to pay that bill by the January 13th and I shouldnt get a bill next month. My bill was already over $300 mostly for delivery fees and now I have a$538 bill that they want me to pay by January 13th!! They refuse to make it right. I did nothing at all and I am the one having to fix Amerens mess up. They are supposed to verify with my SSN, name on the account, and address before disconnecting my service and that was not done. They just went ahead and allowed my neighbor to set up the power in my name then set up a disconnect. They need all that information to restart my service but didnt bother for the disconnect? I have never been late on a bill ever. I did nothing to cause any of this and they just refuse to make it right. I want my account open back up and for them to fix my bill that they are refusing to do.

  Business Response

  Date: 12/23/2024

   December 23, 2024

   

  Better Business Bureau

              Open Date:     12/23/2024

        Complaint ID #:     2024-22719830

               Account #:     09181-38035

      Customer Name:    Natocha ********

      Service Address:     200 SW. 4th St.

                                   *******, IL *****               

  
  

  The customers complaint is in regard to a service disconnection

  Ameren Illinois Response

  Ameren Illinois conducted a thorough investigation of the subject complaint, which revealed the following information.

   

  On 05/29/15, ******* ******** established residential electric and natural gas service at ********^th St., *******, **, *****, account #***********.

   

  On 12/02/24, a payment of $194.64 posted to the account.

   

  On 12/11/24, Ameren Illinois issued a statement for $365.44 due on 01/02/24, which included $163.26 current electric charges and $202.18 current gas charges.

   

  On 12/17/24, an individual submitted a start service order via the Ameren Illinois website, providing the address of 200 SW 4^thSt., *******, **, *****, with an effective date of 12/19/24.

   

  On 12/20/24, an individual called to check on the start service order, providing the address of ********^thth****************, *****, with an effective date of 12/20/24, and issued a stop service order under their name for the address of 200 SW 4^th ***********************************, with an effective date of 12/21/24.

   

  On 12/21/24, ************ contacted **** regarding the service that was stopped for her address in error. Ms. ******** questioned how a person was able to start service under her name. The **** representative explained the service was not placed under her name. The **** representative submitted an order to activate the service under Ms. *********** name at 200 SW 4^th ***********************,account # ***********. Ms. ******** questioned the amount of the bill and the **** representative explained that the final bill included the charges up to the date the service was taken out of Ms. *********** name. The **** representative apologized for the situation. The **** representative informed Ms. ********* the total balance as $538.66. Ms. ********* questioned if a corrected bill would be sent and was advised that a corrected bill would not be sent. The **** representative explained Ms. ********* would be issued a new account number. The **** representative again apologized for the issue.

   

  On 12/23/24, Ameren Illinois issued a final statement for $538.66 due on 01/13/24,which included $53.77 current electric charges, $119.45 current gas charges,and $365.44 prior balance.

   

  Service Dates	Electric Service	Gas Service
  11/05/2024 - 12/08/2024 (33 days)	$163.26
  11/05/2024 - 12/06/2024 (31 days)		$202.18
  12/08/2024 - 12/19/2024 (11 days)	$53.77
  12/06/2024 - 12/19/2024 (13 days)		$119.45

   

  It is the position of Ameren Illinois that the electric and natural gas service at 200 SW 4^th ****************, *****, was removed from Ms. *********** name on 12/19/24 in error. Ameren Illinois apologizes for any inconvenience caused by this issue. The balance of $538.66 will transfer to Account #***********.

  The billing statement issued on 12/11/24 for $365.44 due on 01/02/24 is correct. Ms. ********* is responsible for the amount of $173.22, for the period of 12/06/24 through 12/19/24, however, Ms. ********* has the option to delay the payment of the $173.22 until the new bill is issued on 01/13/25, and include the $173.22, along with the current charges. If needed, Ms. ********* may contact Ameren Illinois **************** at **************, Monday through Friday, 7:00 a.m. to 7:00 p.m., for a deferred payment agreement (DPA) option. Once again, Ameren Illinois apologizes for any inconvenience caused by this issue.

  Ameren Illinois encourages Ms. ********* to contact local area churches and energy assistance agencies for possible assistance in paying the bills.  Agencies listed for the area include:

  LIHEAP - *********************** of Central IL 

  ************

  *******,IL 62656
  Phone: ************** Fax: **************

  The **************** Keest Center 

  *******,** 62656
  Phone: ************** Fax: **************

  WNCF-The ******************** & ***** Co 

  ******************************************
  Phone: ************** 

  Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed. 

  Thank you,

  Ameren Illinois

  Regulatory Affairs

  Customer Answer

  Date: 12/24/2024

  So anybody can call and have someone elses ameren changed to someone elses name and then cancel services? So how does Ameren expect to make this right? This was a big mistake on Ameren for not confirming If I was still living at my residence before stopping service. They didnt confirm anything with me before transferring my home utilities ti someone else and then canceling services. 

  Business Response

  Date: 12/27/2024

  Ameren Illinois does not allow just anyone to call and cancel services for another person without specific account information being provided/verified first.  A new customer can call and connect service without a discussion with the current customer.  Sometimes when a customer calls, they do give the wrong address and situations similar to this do happen from time to time.  Ameren Illinois has to trust the caller that they know the address they are moving to, and we proceed with their request.  We process thousands of service order requests every year and simply do not have the time to call the current customer on each order before proceeding with their request.