Complaints for Ameren Illinois in Peoria, IL

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
2	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

2 complaints against Ameren Illinois

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10/9/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $1,415.62 Amount Settled: $0.00

Customer Complaint

8/31/2022

Over the past year that I have had service with Ameren Illinois they have failed to properly apply my payments. I have continually sent my statements and proof of every payment to be ignored while being threatened they were going to shut off my service. they have changed documents and lied in putting opinion instead of facts. Ameren after they finally realized that they did owe me over $1,400 they sent me a statement saying that I made a payment in the same exact amount which I did not yet would not refund any money stating that I made that payment when there was a zero balance on my account. To date I have sent bank statements for every payment and not received a refund my bills with Ameren total $2,532.07 I have paid to date $3, 913.24. I don't understand why they don't realize my amount is higher especially while looking at statements from a bank that prove each payment was made and made on time. Ameren even stated that my electric was shut off at one point and that payments have been returned when they have not there was one payment that I had to stop payment on because there was no balance on my account and I did not have bill pay and they illegally and without authorization took money from my account. I was forced to pay fees on this I have also had to pay late fees NSF charges when they don't exist or there's no reason for them. I've been shuffled around ignored belittled and lied to for a year and I have proof of every bit of it. Resolution Sought I am looking for a settlement amount I've spent a year of my life away from two parents that are in hospice constantly sending in bank statements answering emails coming up with large quantities of money because they had my account wrong I've been lied to and documents have been changed I have lost interest paid fees and lost a great amount of sleep and been under huge amounts of stress because of this. What they've done should never be allowed again.

Company Response

9/22/2022

Ms. Gutterman's account has a balance of $459.74 due 09/04/22 which includes a prior balance of $201.68. Ms. Gutterman's account is coded as "Cash Only" due to 2 returned items within a rolling 12-month period. It is the position of Ameren Illinois that the billing and payment history is accurate. If Ms. Gutterman feels payments are missing, Ameren Illinois encourages her to submit a copy of her bank statement showing the cleared payments in question. She may submit the documentation to amerenillinoissolutions@ameren.com. Ameren Illinois also encourages Ms. Gutterman to reach out to the originator of the payments and request assistance from them tracking the payments. Ameren Illinois offers multiple payment options: •Customer can pay online at Ameren.com or through Ameren's mobile app free of charge using their bank account, credit, or debit card. •Payments can be made free of charge over the phone by calling SpeedPay at (888) 777-3108. Payments can be made by bank account, credit, or debit card. Authorized Payment Centers are set up throughout the Ameren Illinois territory and charge a $1.25 convenience fee. Ms. Gutterman can find a listing of local pay stations by visiting amerenillinois.com. Given the above, Ameren Illinois considers this issue to be resolved and the complaint closed.

Customer Rebuttal

9/22/2022

5/26 rtn pymt case22443 Granite PD Ofc. Nicosen. rptd Amrn same day. 7/14/22 $229.30 bil, bnkpd 458.60 7/30 & 229.30 cashapp8/2 Amrn took 229.30 unauth no billpy cs says"glitch, stop pymt"I did 8/3. Amrn states those all 1 pymt bnk /me verified w/stmt & trk#s er 7x ignrd. 1-4/16/21,2-6/2, 2-2/27,3-6/16,4-above ,8/30,5-7/30,6-8/2,7-8/31,9-9/9, 9-9/17,10-10/28,11-$0 bal,12-12/7/21, 3-1/22, 4-4/13/22, 4-4/14, 5-5/17,5- 5/25,6- 6/14,6-6/22, 6-6/24,7-/7/11 =$4,369.35, Bills=3146.41 Amrn infomd me they made 104.56 math err. not incl. 7/18 Amrn recvd all stmts.=ovrpy $1400.62, Amrn app 1 hr later reads "PYMT RECVD. $1415.62" $0 bal. ($15 diff Amrn rep remvd fee due 2 myID Theft. 7/14) Amrn chngs priorgas 20-30$ bills to200 &300 amts eats up my ovrpy. Notes &ph conv falsified 1 cs rep email statng oppst. letter. have both 7/14 bill 201.68 call Amrn acct onhold correctn acct w/stmts now told $0bill past due? owe me over $1, 400.?! dif rep verif. agree owed infd,other rep mad statd I lied bout maild recpt $1400 "pymt" emaild 2 her fri. Mon 0$bal turns to 600 past due ive watn on results told the amounts wrong and they're going to call wnew amt rep als say acct disc multi xs nevr

Company Final Response

10/6/2022

Company states; Ameren Illinois has provided Ms. Gutterman's billing and payment history and matched all documentation she has submitted. Attached (upon request) is an activity statement showing history from 04/2021 to current. Ms. Gutterman is making payments through a third party vendor, Speedpay and CheckFree. If Ms. Gutterman has made a payment in the amount of $1,400.00, she will need to send in a copy of her bank statement proving a payment for that amount was paid to Ameren Illinois. It is the position of Ameren Illinois that no money is owed to Ms. Gutterman. Ms. Gutterman has a balance of $651.89 due 10/04/22 which includes a prior balance of $459.74. Let me know if you need anything else. Thanks,

11/18/2021

RESPONSE: Agreed to make an adjustment Amount in Dispute: $443.00 Amount Settled: $0.00

Customer Complaint

10/22/2021

We have been paying our electric bill every month and we have been doing good and we been paying on the past due balance of what we can,we even had help this year too help pay our higher bill.They are threatening too disconnected us over the amount of $443.00 and we are on a fixed income and they are over charging us and esp people with disabilities and we get paid once a month.My fiance got a part time babysitting job and she gets paid every two weeks and she has been helping On her account.We went from 700.00 down too and amount of 443.00,cause I've been paying the past due balance too get it down and they expect me too pay the fee past due balance and the current balance and we can't do both . Resolution Sought I would like to the Ameren Cips Too pay us the deposit that they are holding from us and refuse too give it back too Christina Torres,keep the account active and I will work on the past due balance as I or we go.It is getting winter and by law they can't shut us off if we are sending them money.I made two payments of $51.85 on October12021.

Company Response

11/8/2021

The customer's complaint is in regards to billing. Ameren Illinois' Response Ameren Illinois conducted a thorough investigation of the subject complaint, which revealed the following information. On 12/02/19, Ameren Illinois records indicate Ms. Torres established natural gas and electric service at 50 Enchanted Gardens Eureka, IL 61530, account # 52544-55151. Ameren Illinois assessed a deposit for Ms. Torres when the account was established due to a lack of credit information available when the connect request was made. The total deposit of $268.00 was twice the average bill ($134.00) at the time of application. On 04/20/2021, Ameren Illinois issued a statement for $486.00 due on 05/11/2021 which included $69.06 current electric charges, $80.75 current gas charges, $121.19 Budget Bill adjustment and $215.00 previous balance. On 05/07/2021, Ameren Illinois received two payments of $50.15, totaling $100.30. On 05/14/2021, the payments received on 05/07/21 totalling $100.30 were returned by Mr. Loos-Williams' financial institution. Returned check charges of $30.00 ($15.00 for each returned payment) were applied to the account. On 05/21/2021, Ameren Illinois issued a statement for $787.00 due on 06/11/2021 which included $83.23 current electric charges, $65.94 current gas charges, $121.83 Budget Bill adjustment, $486.00 previous balance and $30.00 returned check charges. On 06/03/2021, a credit of $3.38 from accrued interest on the deposit was applied to Ms. Torres' account. On 06/18/2021, Ameren Illinois issued a statement for $1,004.47 due on 07/11/2021 which included $81.82 current electric charges, $45.67 current gas charges, $144.21 Budget Bill adjustment. $736.85 prior balance and minus the $3.38 deposit interest refund. On 07/01/2021, a payment of $50.15 posted to the account. On 07/08/2021, two payments of $50.15 posted to the account for a total of $100.30. On 07/08/2021, a pledge of $600.00 was made to the account from Woodford County Heartline. On 07/14/2021, a payment of $600.00 posted to the account to satisfy the pledge made on 07/08/2021. On 07/21/2021, Ameren Illinois issued a statement for $525.02 due on 08/11/2021 which included $97.77 current electric charges, $22.71 current gas charges, $150.52 Budget Bill adjustment and $254.02 prior balance. On 08/17/2021, a payment of $51.85 posted to the account. On 08/20/2021, Ameren Illinois issued a statement for $696.17 due on 09/11/2021 which included $103.37 current electric charges, $23.95 current gas charges, $95.68 Budget Bill adjustment and $473.17 prior balance. On 09/03/2021, two payments, one for $100.00 and one for $50.00, posted to the account totaling $150.00. On 09/20/2021, Ameren Illinois issued a bill statement for $769.17 due on 10/11/2021 which included $126.19 current electric charges, $23.01 current gas charges, $73.80 Budget Bill adjustment and $546.17 prior balance. On 10/04/2021, two payments of $51.85 posted to the account totaling $103.70. On 10/18/2021, Ameren Illinois issued a notice of disconnection for non-payment for the past due balance of $473.66 with 10/28/2021 as a last day to pay. On 10/20/2021, Ameren Illinois issued a statement for $888.47 due on 11/11/2021 which included $115.41 current electric charges, $28.48 current gas charges, $79.11 Budget Bill adjustment and $665.47 prior balance. This statement included the following important account message: On 10/21/2021, a pending deferred payment agreement was established through the Ameren Illinois Customer Portal on the total account balance of $888.47 with a down payment of $222.00 required on or before 10/28/2021 and nine installments (eight at $75.00 and a final installment of $66.47). On 10/22/2021, Ameren Illinois attempted to contact the customer through collection calls with the following information and results: "Disc Date: 2021-10-28, Disc Amt: $473.66, Phone No: (309) 501-1295; 08:29:38 - Answering Machine; 09:58:21 - Answering Machine; 13:06:48 - Answering Machine; 16:29:35 - Answering Machine." On 10/22/2021, Mr. Loos-Williams (fiancée) advised Ameren Illinois Customer Care that he believed Ameren Illinois was discriminating against him due to his disability. The caller spoke with a member of the leadership team who advised on the disconnection process and offered energy assistance information. On 10/28/2021, Ms. Torres received an energy assistance pledge of $1,100.00 from LIHEAP. On 11/01/2021, the security deposit held on the account was reviewed for refund due to the recently received energy assistance pledge from LIHEAP paying the account balance in full.

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Ameren Illinois complaints