Never provide or confirm personal information (Social Security number, date of birth) or financial information (banking account information, debit or credit card information) to anyone initiating contact with you, whether by phone, in person, or email, claiming to be a utility company representative. If your utility leaves you a message or contacts you by phone, it will typically ask to speak to the person whose name is listed on the account, and if you call your utility, it may ask for some personal information to confirm your identity for your protection. Never give out information or provide any payment type to any callers claiming to represent your utility. Your utility will have your relevant personal and account information.

Do not be rushed. If someone calls, appears, or emails saying you have to pay your bill immediately to avoid disconnection, tell them you would like to verify that they are a legitimate utility company representative by calling a verified number for the utility company. 

Beware if a caller exhibits impatience, annoyance, or anger when you question their authority. While a scammer will discourage you from hanging up and calling the number on your utility bill, a real utility representative will encourage you to do so for your own peace of mind.

Consumers with delinquent accounts receive advance disconnection notification included with their regular monthly bill—never a single notification shortly before disconnection. Remember, your utility company will not notify you by phone, email, in person, or text message as your first and only notification about a potential disconnection or shutoff—it will mail you such notice—at least one, if not several times, before terminating service.

Scammers might claim that you have been sent previous bills—do not fall for it. If you get a cancellation notification (especially by phone), hang up and verify it by calling your utility. Know that utilities sometimes do call consumers whose bills are in arrears, or have not yet been paid, in order to remind them that a payment is due; however, a legitimate utility representative will explain to a consumer how a payment can be made using the utility’s established payment options—they will not demand payment over the phone. 

Ask the person calling you to provide you with your account number, your last payment amount, and date of payment. If he/she is a legitimate utility representative, this information will be readily accessible. If not, hang up, and call your utility.

Know that your questions may scare the scammer off. If not, document what the scammer told you, including the name they provided you, the date and time you spoke with them, their caller ID number, the method of payment they requested, any phone number they requested you call to pay your bill, and any other details that might aid in a possible criminal investigation. If you purchased a prepaid card and provided the card's number to the scammer for payment, record the prepaid card number as well. Call your utility immediately to inform them of the scam, and give this information to your utility when you call them. If you want to check on your account, call your utility's phone number as provided on your monthly bill, or on its website, or log into your account on the website. 

Never make a utility bill payment to anyone calling you on the phone, texting you, or emailing you. Always call your utility company, at the number provided on your bill or on the utility’s website, if you have a question about payment or billing information. Know your utility bill payment options—online through SmartHub, Pay by Phone, automatic bank draft, mail, or in person.

Never wire money or give the number from a prepaid card to someone you do not know. Once you do, you cannot get your money back. Be suspicious if the caller is requiring the use of a specific payment option, like a prepaid card, as utilities never ask or require a customer to purchase a prepaid card to avoid disconnection.

Many utility companies use email to communicate with their consumers about their accounts an inform them about available programs; however, utilities never ask their consumers for Social Security numbers, driver's license numbers, passwords, or financial information by email. Scammers often mimic legitimate utility company correspondence to trick you into opening an email, clicking a link, making a payment, or giving away your personal information.

Scammers posing as utility companies often utilize phishing, the fraudulent practice of sending emails to steal your money or obtain your personal information. Some scammers send spam emails disguised as legitimate utility emails with spoofed utility email addresses, logos, trademarks, website links, and wording to add to the deception. 

Scammers also use malware, short for malicious software, specifically designed to gain access to or damage your computer without your knowledge. There are various types of malware including spyware (for stealing sensitive information), ransomware (for extorting money), and keyloggers (for surveilling your keystrokes to obtain personal information). If you click on attachments or hyperlinks in emails from unknown senders, including scammers posing as your utility company, you may inadvertently download malware to your computer. New types of malware are created daily due to the lure of money that can be made by scammers committing internet crimes. Always keep your computer antivirus up-to-date.