Customer FAQs

Frequently Asked Questions by Our Customers

The AEM Customer Care Team was designed to better address the needs of our customers. We work together to give our customers the quality of service they expect and we demand. Here are some answers to the most frequently asked questions about our services:

When should we expect our company's first bill?

Because you are only charged for your metered usage, electricity is billed after you use it. So when AEM takes over your supply, it will be approximately 30 to 45 days before you receive an invoice from AEM.

Can I view my company billing information online?

Yes. Once you receive your first invoice in the mail, you will be able to register to view your billing and payment history at our website. Please review our <a href="/sites/aem/Documents/GuideSignUp.pdf">Online Customer Registration Guide</a> for more information.

What payment methods are available through AEM?

You may send your payment to AEM via U.S. mail or electronically, such as ACH. Currently we do not offer online bill payment nor accept credit card payments.

What is the process for adding or dropping an account from our AEM agreement?

We recommend that you contact our Customer Care Team <b>prior</b> to notifying your utility company of your change request. AEM will be able to advise you how such changes will affect your supply agreement, and help you avoid any potential breaks in service. We will be happy to work with you to coordinate the needed changes with your utility company.

If I need to make a name change to a utility account, do I contact AEM or just my local utility?

We recommend that you contact our Customer Care Team <b>prior</b> to notifying your utility company of your name change request. AEM will be able to advise you how such changes will affect your supply agreement, and help you avoid any potential breaks in service. We will be happy to work with you to coordinate the needed changes with your utility company.

If our business experiences a power outage or trouble with our electric service, who do I call?

When you have a power outage or service emergency like a down wire or limited service in your building, you will need to contact your local utility to report the problem. Ameren customers should call 877.677.5740 and ComEd customers should call 800.334.7661.

How do I contact AEM if I have questions about my agreement or billing?

Our normal business hours are from 7:30 a.m. to 4:30 p.m., CST, Monday through Friday. See our <a href="/sites/aem/Pages/ContactUs.aspx">contact page</a> for more information.

What is the process if we inadvertently send our payment to the wrong company?

If you sent your AEM payment to the utility company, you will need to contact the utility if you want the money refunded. The utility company cannot transfer the payment to AEM. You are still responsible for making your payment to AEM by the due date.

FAQs, questions, small business, AEM, Ameren energy marketing, billing, contract, bill