Group offers tips on how customers can protect themselves from utility scammers

Published on March 02, 2020 by Dave Kovaleski


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A group called Utilities United Against Scams (UUAS) released tips on how customers can avoid utility scams as part of National Consumer Protection Week.

The organization — made up of representatives 146 U.S. and Canadian electric, water, and natural gas utilities, as well as trade associations – works with regulators, law enforcement, and telecommunications partners to fight fraud against utility customers. They create awareness of new scam tactics and have shut down more than 6,000 toll-free numbers used by scammers against utility customers.

“Scammers can rob customers of their hard-earned money and, in a worst-case scenario, leave them struggling to make ends meet for their household or small business,” UUAS Executive Director Monica Martinez said. “UUAS helps utility companies educate their customers so they don’t fall victim to fraud and scams. We work to shut down fraudulent toll-free numbers, highlight common scam tactics, and provide resources to customers to help them better protect themselves from scammers who steal their money and their peace of mind.”

Among the most common scams, customers might get a call with a threat to disconnect. Scammers tell a customer that the bill is past due, and service will be disconnected within the hour if a payment is not made. Or, they make a request for immediate payment via prepaid card. They instruct a customer to purchase a prepaid card and call a number to make an immediate bill payment to the utility company. Also, scammers may disguise themselves as the utility by sending spam emails with logos, trademarks, website links, and wording to lure
the customer into making a false payment or providing personal information.

UUAs offered four tips on how customers can protect themselves:

1. Customers should never purchase a prepaid card to avoid service disconnection or shutoff. Utility companies don’t specify how customers should make a bill payment, and they always offer a variety of ways to pay a bill.
2. If someone threatens immediate disconnection or shutoff of service, customers should hang up the phone, delete the email, or shut the door. Customers that are past due on their payments receive an advance disconnection notification, typically by mail and included with their regular monthly bill. A utility company would never send a single notification within one hour of service disconnection.
3. If customers suspect a scammer, they should call their utility company at the number on their monthly bill or the company’s website only. They should not call the phone number that the scammer provides.
4. If a customer believes he or she has been victims of fraud or has been threatened by a scammer should contact their local utility company or law enforcement authorities.