Utility shutoff scams: "your power will be cut off in 30 minutes"

"This is the disconnection department at your electric company. Our records show a past-due balance of $486.12. A technician is on the way to shut off your service within 45 minutes unless payment is made now." It's a busy weekday afternoon, you're sure you paid, and the caller ID shows your utility's name.

What the call sounds like

Utility impersonators target both homes and small businesses, and they like to call when the pressure is highest: a restaurant at lunchtime, a family during a heat wave or a winter storm. Common versions (illustrative):

• The immediate shutoff: pay the overdue amount right now or a crew disconnects you today.
• The missed payment: your last payment "didn't go through" or went to the wrong account.
• The meter fee: your meter is faulty or must be replaced, and there's a fee before the new one can be installed.
• The refund: you overpaid, and they need your bank account or card number to send money back.
• The knock at the door: someone in a vest or with a clipboard says they're from the utility and needs payment, or needs to come inside to "inspect" something.

The payment method is the giveaway. Callers ask for a prepaid debit card or gift card (and then the number on the back), a payment app, a wire, cryptocurrency through a Bitcoin ATM, or a barcode or QR code to pay at a store. The FTC has warned about every one of those.

How real utilities handle overdue bills

• Notice in writing first. The FTC says real utility companies notify you in writing before shutting off service, and usually offer a payment plan if you owe money.
• Normal ways to pay. Utilities take payment through your account, their official website or app, by mail, or at authorized locations. They don't require gift cards, crypto, payment apps or wire transfers.
• No same-hour shutoffs over the phone. A deadline measured in minutes doesn't match how disconnections work.

Red flags

• A threat to cut off service within the hour.
• Being asked to buy a prepaid card or gift card, or to pay through a payment app, crypto ATM or barcode.
• A "refund" that requires your bank or card details.
• A caller who won't let you call back, or who gives you a "direct line" instead.
• Caller ID showing your utility's name (it can be spoofed).
• A worker at the door who can't show ID or wants cash.

How to check

1. Hang up, or close the door.
2. Look up your account balance by logging in to your utility's website or app, or call the customer service number printed on your bill.
3. Be careful with search results. The FTC warns that some sponsored search ads impersonate real utility companies, so use the number on your bill, not one you find in an ad.
4. If someone is at your door and you're not sure, keep them outside and call the utility to confirm they sent anyone. If you feel unsafe, call 911.

If you already paid

• Prepaid card or gift card: call the card company on the number on the back right away and report the scam.
• Payment app, wire or bank transfer: contact the company you used, report the payment as fraud, and ask them to reverse it. The FTC says acting quickly gives you the best chance of getting money back.
• Card details: call your card issuer to cancel the card and dispute the charge.
• Tell your utility. They'll confirm your real balance and can warn other customers.

Our guide on what to do if you've been scammed has the full checklist.

Where to report

• Your utility company, on the number from your bill.
• The FTC at ReportFraud.ftc.gov.
• Your local police, if someone came to your home or business.
• Your state attorney general or public utilities commission, if the scam is widespread in your area.

Check the number on ShadyCall too. Number pages show community reports, FTC and FCC complaints, and the original carrier and city of the exchange, which is handy when a "local" utility call turns out to come from a number registered somewhere else entirely (though numbers can be ported or spoofed). Utility scams are usually listed under impersonation, and you can see what's being reported right now on recent reports.