Important information
- Customer Complaint:BBB has received consumer complaints about Ameren which primarily allege difficulty switching service from one location to another, billing issues, and poor customer service. The company has address concerns brought to its attention.
Complaints
This profile includes complaints for Ameren's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 172 total complaints in the last 3 years.
- 33 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:05/07/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ameren has finally resolved this issue as of 05/07/2025 at 2:30pm cst. I do not have any further complaints.
Thank You,
*** ********
Initial Complaint
Date:05/04/2025
Type: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.
If our power goes out again or ameren turns it off unannounced for hours at a time, I will pursue legal action. I am locked outside of my house with no way to get in. I have a flight to get ready for, and all of my stuff is in the house. If I miss my flight, I may pursue legal action regardless. I understand we are on a small grid, so you may think having our power go out all of the time is no big deal. But it is, and it has been years of your awful service. So come out here, and proactively trim trees or do what you need to do to make sure our power does not go out. This is my last complaint with the BBB before other options. Either class action or will research what I else can do. I will not go away. Be better, and think about your customers.
Business Response
Date: 05/08/2025
Regarding vegetation, this circuit was last trimmed in 2023 and there will be a mid-cycle patrol this year in 2025 to identify and mitigate any potential immediate threats. The account does not reflect a record of the customer inquiring about or requesting tree trimming in the past two years. The most recent outage on 05/04/2025 reflects a length of 2 hours and 21 minutes.The troubleman's notes reflect that a charred limb was found under the line.
Please report outages at ****************************** or by calling **************.Initial Complaint
Date:04/16/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
****** ******** power will be connected, and direct communication from someone responsible for managing this type of commercial service. We also request that Ameren acknowledge the inconvenience this has caused and improve communication going forward.Let me know if you'd like me to help submit it directly through the BBB website or if this needs to be adjusted for a different company (you mentioned "******" earlier, but based on context, this seems to be about Ameren).Business Response
Date: 04/24/2025
In reviewing the information, an order was initially received in early February. The customer was contacted a few days later and a meeting was set up and completed a few days after discussing what was needed with the customer. In late February the ************************* provided notification that the service was ready for inspection and the inspection was completed. Additional discussions were completed to confirm there were no violations. Design completed additional information on the job in mid-March. Follow up was done in mid-April and it was found that the job was not transferred at that time in the system to the appropriate department. Work was completed on 04/17/2025 to energize the service to the meter base. The customer called a few days later regarding not having power and indicated they had checked the breakers. A site visit was completed the same day and service was found on to the meter, but the breakers were found off. An employee on site was advised of the breakers being off and the customer was additionally contacted the same day regarding the breakers being off. Service was energized as of 04/17/2025.Initial Complaint
Date:03/25/2025
Type: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 mailed me something in the mail stating I needed a update for a meter. I went on vacation. They told me they would be out here on 03/24/2025 around noon they came out yesterday morning at 10am. I am half deaf, and I called to tell them this. Ameren put in the comments that I had missed two appt. Which is not true and they shut off my electric. They put a sign on my door stating my service was disconnected. My dad lives with me and he is a disabled veteran. I have called them six times to reconnect my services. We have no heat, hot water we have nothing. I want them to turn my services back on.Business Response
Date: 04/01/2025
In reviewing the information, a meter supervisor advised the electric was never turned off. The gas meter was exchanged. Ameren sent the customer two letters to schedule an appointment. Later the order was completed on 03/24/2025 and a door hangar for a 24 hour relight was left. The customer called in same day and a ticket was issued to relight the pilot lights and restore service. The order was initially scheduled for the 26th, and this has been referenced for possible coaching. The order was later rescheduled and completed on 03/25/2025. We apologize for any frustration or inconvenience the customer experienced.Initial Complaint
Date:03/20/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 23091279
I have reviewed the business' response and am rejecting it because: we told you about this for a year and nothing was done. We have an upcoming storm and we will probably lose power again because the issue wasnt fixed.
Sincerely,
***** ********Business Response
Date: 03/27/2025
This complaint is being looked into, and a response will be sent next week. Restoring customers was our first priority. Since all of the customers have power restored, permanent repairs are being completed. This is complaint is being reviewed, and a response will be submitted in the coming days.Business Response
Date: 04/04/2025
A supervisor found 3 poles that are going to be replaced but none were found to be emergent. Pole ***** (replacing transformer and pole in rear of ***** Glenfield) is on the schedule for next week if the weather allows. Poles ***** and ***** are a lower priority and will be replaced within a couple of months. A supervisor made contact on 3/25/25 with ***** ******** and left his business card with contact information for further questions. Our records indicate this customer has had 3 recorded outages in 2 years.Customer Answer
Date: 04/07/2025
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
***** ********Initial Complaint
Date:03/17/2025
Type: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.
Since the storm our power has been out and Ameren has not been able to restore our power. It has never taken this long and I&#**;ve been hearing the bills are going to increase due to this storm so I am very concerned.Business Response
Date: 03/24/2025
It appears the storms caused tree damage resulting in your power outage. Our records indicate your service was restored on 03/17/2025. We prioritize our response based off emergent conditions and in order of how many customers are impacted by each outage. Each situation is different and requires various departments. We take the restoration of our customers very seriously because of the inconvenience storm situations like this cause.Initial Complaint
Date:03/14/2025
Type: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.
***************************************************; The account is under my legal name, ******** ******. They have closed an account and set up a new account and they are charging me for it. The old account was paid off. The new account has never been turned on. I have spoken to several supervisors; still no power. The old account number is: **********.Business Response
Date: 03/18/2025
Please confirm the address you are referring to. I was unable to find an active account under your name at the address listed on this complaint.Customer Answer
Date: 03/20/2025
The account numbers for ********************** are as follows:
Old account that should have been disconnected 1/31, account # **********.
The new account # **********
Business Response
Date: 03/25/2025
Your final bill to and from dates were 12/24/2024 - 01/25/2025.Business Response
Date: 03/27/2025
We aren't able to provide a copy of the final bill online, however, we would be happy to mail or email a copy to the customer. Please provide that information.Customer Answer
Date: 04/13/2025
This complaint should not be closed at all the last contact from the Better Business Bureau that the company did not respond yet I received questions from the BBB and responded to you all over the phone you all wanted me to contact you all to a verify the correct address regarding the complaints I was talking about I contacted you all over the phone and gave you the correct address of what the complaint was retaining to ******************** I gave that information to you all I told you about both accounts that you all asked me about and that was all and now you're stating I have not responded and I responded to you all over the phone and you took the information and have not sent me anything since then.. Ameren needs to show you all the final bill for the account that was for January 29 2024 to January 31st 20:25 of the same account nothing different the other account number for the $96 is the account that was turned on after the 31st and never came on that's what I'm disputing about and they know exactly what I'm talking aboutCustomer Answer
Date: 04/14/2025
Also when I spoke to you all last month over the phone when you are asked me what address is this complaints against I gave you over the phone it's for ********************.. ***** for Ameren to show you all the account number that started from January ********* to January 31st 2025 it should be the same account number that was given to me that I have paid my bills for 12 months with the same account number not the account that generated on January the 31st that account supposed to be at a zero balance.. because I paid off the final bill when I received it and that was $100 and I paid that in February when I received it to the address that I was staying temporarily like I explained to you all on multiple occasions the electrician Services was disconnected on January 31st around 2ish that evening I had to call back to get the power back on but the power never came back on within several days of them stating that they had opened up a new account and I have talked to several supervisors and customer service **** told me that I would not be charged of connecting after January the 31st because the power never came on I did a walk out of this property around February the 10th & still wasn't on and the supervisor and the customer service *** that I spoke to in February explain to me to disregard that extra accounts because the service never did kick on but they tried to Bill me prior and erase what I did pay on my final bill and put $96 on an account and erased all the information that I requested for them to show me both account numbers and all the transactions from my services starting with that account number until the end of the year of January the 31st transactions but they did not do so I do not owe anything on no other accounthave Ameren to show you all both accounts from Januaryb ********* to January 31st of 2025 that's what you all should be requesting them to show you those payments for the account that was given when first moving in it should reflect from 24 to 25 of January
Business Response
Date: 04/29/2025
The account from ******************** that you are referring to had a final bill for service dates 12/24/2024 - 01/25/2025. That final bill was mailed on 02/03/2025. It included a prior balance amount from the previous bill. Your reference a payment of $100.00. That payment posted 02/14/2025. The remaining balance from that final bill transferred to another active account at different premise.
The billing that you are referring to that exceeded the date of 01/31/2025 at ******************** was cancelled. You are only responsible for the balance referenced above and that account ended on 01/25/2025.
Initial Complaint
Date:03/11/2025
Type: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 UE electric company has repeatedly taken money out of my bank account without authorization. I paid my $206 electric bill on Friday March 8th, 2025 that I did authorize. Then on Saturday March 9th, 2025, Ameren UE took $2.10 out of my account that was not authorized. And again on Tuesday March 11th, 2025, Ameren UE took $150 out of my account that I did not authorize. They have stolen money out of my bank account twice. I have called Ameren UE atleast 10 times today, where I was met with disrespect, long hold times, was even hung up on twice, and I never got any type of explanation. They refused to listen to what I was trying to tell them, and I was met with the same pointless circle of repeated questions. When I was told they didn't know, I asked to talk to someone who did, and was told that there was nobody available to speak with. That they would call me back in 1 to 2 business days. Meanwhile my bank account is overdrawn, and I'm being charged for it by my bank. This is a pathetic way to conduct any type of business, those responsible should be ashamed and held accountable for.Business Response
Date: 03/18/2025
Upon reviewing this request, our records reflect the following information:
On 02/25/25 the customer scheduled a payment of $150.00 to be paid on 03/08/25. This payment posted on the account 03/11/25. It appears the customer may have forgotten they scheduled this payment.
On 03/07/25 the customer entered an additional payment. This payment posted on the account 03/10/25.
On 03/11/25 the customer called regarding the $150.00 payment and a request was issued to cancel the payment. A leader callback was requested. This payment had already posted on the account. The cancellation request was reviewed, and the account was noted that one of the payments could electronically be refund back to the customer's financial account if the customer provided proof that the payment will not be returned (by the financial institution), or the customer should work with their bank on having the payment returned or stopped. Later that day, the customer called again and was advised the payment was currently unable to be reversed and the customer was provided with the email address to send proof that the payment would not be returned by the bank which would allow Ameren to complete the return of the payment.
Additionally, the $2.10 credit on 03/11/25 was a credit for a late payment charge.
On 03/12/2025 a leader attempted to call the customer and left a voicemail regarding the option to provide proof the payment would not be returned by the bank for Ameren to return the payment, or that the customer could contact their bank regarding having the payment stopped.
On 03/14/2025 our records reflect the payment was returned as it had been stopped by the financial institution.Initial Complaint
Date:03/03/2025
Type: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.
Complaint: 23014210
I have reviewed the business' response and am rejecting it because:
The customer service department isnt delivering the same response that has been relayed to The Better Business B
Sincerely,
******** *******ver my funds. The $710.60 that was debited from my account was not owed at that time. I received Information stating that Ameren will not be able to give me a refund of the credit that the agency paid. I communicated with all five of the representatives that I spoke to that I was not looking for a refund of the $355 agency payment. I was looking for a refund of my $710.60 because it was not due at that time. I was told by the third rep that I spoke to that I will be able to request a refund after the fund had settled. I called again this morning and was told that there was no possible way for me to receive a refund of my $710.60 because it was automatically drafted and they had no way to return the funds. I am reaching out to the Better Business Bureau to help me with this matter and try to recover my funds.Business Response
Date: 03/11/2025
In reviewing the information, our records reflect automatic payments were set up in mid-January. The February bill generated and indicated the amount due would automatically be drafted on the due date. The payment was automatically drafted on the due date of 02/26/2025 and additionally a pledge payment posted to the account on the same date. The customer called regarding having the payment stopped or reversed and additionally the automatic payments stopped. The automatic payments were stopped going forward and the customer was advised to contact their bank to have the payment reversed. There is a normally a 14-day waiting period before a refund check could be issued for an excess credit. The customer may contact customer service at ************ and confirm if they would like any current remaining excess credit balance refunded as a check after the initial 14 days. Additionally, budget billing has been requested to be stopped. Any deferred budget billing balance will settle in a lump sum on the next bill.Business Response
Date: 03/19/2025
In additionally reviewing the information, the customer called on 03/12/2025 and a refund check was requested for the currently remaining excess credit balance at that time of $121.00. The customer was advised to allow time for the check to be received by mail.Customer Answer
Date: 03/19/2025
Complaint: 23014210
I have reviewed the business' response and am rejecting it because: ****** were taken from my account and only ****** was able to be refunded. That still leaves my family and I at a loss.
Sincerely,
******** *******Business Response
Date: 04/14/2025
As previously indicated, a refund check was issued and has processed for the remaining excess credit at that time. The account has since additionally been set up on a payment agreement where the remaining account balance has been divided into installments which will bill with the upcoming bills. There is no additional excess credit to refund as the prior payment difference has already applied to the account billing amounts.Customer Answer
Date: 04/15/2025
Complaint: 23014210
I have reviewed the business' response and am rejecting it because I am rejecting Amerens response because the company failed to acknowledge or address the emotional distress and financial hardship their actions caused me. The unauthorized withdrawal of funds from my account was not only a serious error but also one that left me in a financial bind.
Whats most disappointing is the lack of empathy shown in their response. There was no recognition of the impact this incident had on my well-being or the stress it caused. I expect a company of this size and responsibility to handle such matters with care and compassion, and unfortunately, that was not reflected in their reply.
I am seeking a more appropriate acknowledgment of the harm done and a resolution that reflects the seriousness of this situation.
Sincerely,
******** *******Initial Complaint
Date:02/28/2025
Type: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.
Complaint: 23002872
I have reviewed the business' response and am rejecting it because:
Sincerely,
******* ********Business Response
Date: 03/04/2025
In reviewing the information, Ameren Missouri filed a request with the ********************************** (***) to adjust electric rates reflecting major electric system upgrades as well as cleaner electricity generation investments to ensure the system remains reliable and resilient for customers. To learn more about why the request was filed please review the attachment entitled Investing In ******** For A Stronger And Brighter Future.
If the customer has specific questions regarding their account or billing, they may contact the customer service department at ************.
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