There isn’t a single person who wants to receive the dreaded notification that due to missing a payment, their service—whether it be electric, gas, or even cell phone, is about to be shut off. Whether you are the most organized person in the world or have a tendency to miss payments here and there, this notification would likely send you searching through your bank account statements or bills to confirm if it’s really true. However, if you have someone claiming to be employed by your utility company on the other end of the line, you may not think you have the time to sift through your own records and feel compelled to make the situation “right” then and there. With utility scams on the rise, take a moment to consider these scenarios and red flags that can alert you to a scammer pretending to be your utility company.

What a Utility Scam Looks Like

You may or may not be expecting a phone call from your utility company. If you know you missed a payment to one of your utility providers, it is that scammer’s lucky day and they have you right where they want you. On the other hand – if you haven’t recently missed a payment, it might be a little trickier for the scammer to convince you. The person on the other end of the line would typically begin by telling you that you have missed a payment, which will cause your service to be shut off if you do not render payment immediately. The person is impersonating your utility company and would have no way of knowing this, but you likely don’t know that yet. As you begin to ask for more information, they become increasingly unprofessional and agitated. They take this tone with you in an effort to scare you into paying before you can ask questions. The scammer knows that the less time you have to doubt their intentions, the better. It is common for the scammer to impose a “time limit” on receiving payment before your service is shut off, with victims of utility scams frequently reporting that scammers give them 45-minutes to one hour. They are hoping you will be eager to make a payment before your service is turned off. Once the scammer receives payment, they will send you on your way – and it could be hours, days, or weeks before you realize you have been scammed.

Red Flags

• Uncommon Payment Methods: A common red flag associated with utility scams is the use of payment methods that are hard to track, such as reloadable cards, gift cards, wires, or cryptocurrency. Scammers want to receive money through these payment methods because they have fewer protections for buyers in place, making it hard for you to get your money back and easy for the scammers to avoid detection. It is common for scammers to demand that you go to a specific store and buy a specific gift card, so be sure to listen for this request structure if you have a potential scammer on the line. They might request that you stay on the phone with them the entire time you are making the payment to ensure you don’t call anyone for help. Always follow the status quo and second guess anyone who wants to receive payment in non-conventional ways. If your utility company has only accepted payment through card, check, or online bill pay in the past—why would they change now? Furthermore, question why a large service provider would accept a gift card or cryptocurrency as payment.
• Sense of Urgency: The scammer will display a sense of urgency since they know that their chances of receiving payment dwindle to 0% if you get off the line. They do not want you to call back, knowing that when you hang up you might confide in someone or contact the utility company they are impersonating. If you are truly behind on paying your utility company, they are more likely to work with you in establishing a payment plan to get you back on track as opposed to threatening to immediately terminate your service.
• Unusual Method of Communication: In the day and age where every facet of our communication is becoming increasingly digital, receiving a text from your utility provider might not sound the alarm. You might be used to receiving a text reminding you of an upcoming bill, or a text confirming your bill was paid. However, be weary of someone claiming to be a representative that is tasked with collecting payment from you. Initiating payment over text is not safe, and a real utility company would not expect you to authorize a payment over text. When in doubt, call the number that you know belongs to the utility company and ask if they have recently initiated communication with you.

What to Do if You Encounter a Utility Scam

• If You’ve Sent Payment to a Scammer: Unfortunately, scammers often have you make payments in ways that are nearly impossible to get refunded. Even if the situation feels hopeless, there are resources to help those who have sent payment to a scammer. The FTC’s page If You Paid a Scammer is dedicated to showing you the steps to take to get your money back, depending on the method you used to pay.
• If You Want to Report Contact with a Fake Utility Company: You should first reach out to your utility company to alert them to the fact that a person or group is impersonating them. Obtain the contact method you use to reach them, such as a customer service phone number or email address, from a trusted source. You should then report it to the FTC at ftc.gov and to your state attorney general. Lastly, spread the word—if it happened to you, it could easily happen to someone you know.

First Financial wants to help you safeguard your personal and financial information. If you have any concerns or have reason to suspect that your sensitive information has been compromised, don’t hesitate to contact us at 732.312.1500 or visit us at your local branch.