Today is the North American Utilities United Against Scams Day, and Xcel Energy is joining more than 80 gas and electric companies across the United States and Canada to protect customers from long-running scams that target utility customers.

Utilities are kicking off a week-long campaign today that will provide information to customers about what they should do if they suspect scam activity. The collaborative effort encourages the public to share prevention messages.

“Customers are getting the message that if they think they are being targeted by a scammer to simply end the conversation and call us to verify their account status,” said Pat Boland, Customer Policy and Assistance manager at Xcel Energy. “It is difficult to identify scammers, but by raising awareness we can foil their plans.”

The most common traps

During a typical scam, a customer receives a call from an individual who falsely claims to be an Xcel Energy representative –or a representative from another utility. The caller claims that the customer’s account is past due and that electric service will be disconnected if the customer doesn’t pay.

Often, the scammers will demand payment via a prepaid debit card or money order. And they’ll ask for payment within a specified time frame – usually an hour or less.  The scammers use technology to “spoof” an Xcel Energy phone number so when a customer views call ID, it appears the call is actually coming from Xcel Energy – when it is not. In some cases, the scammers have tricked people into providing their bank account information after they falsely claim that the customer overpaid a bill and they will receive a refund.

Red flags for scam activity

  • The scammer becomes angry and tells the customer his or her account is past due and service will be disconnected if a large payment isn’t made – usually within an hour.
  • The scammer instructs the customer to purchase a pre-paid debit card or a pre-paid credit card. The customer is instructed to call back to supposedly make a payment.

How to protect yourself

  • Xcel Energy never asks a customer with an overdue account to purchase a prepaid debit card to avoid disconnection. Customers have several payment options.
  • Xcel Energy customers who are behind on their bill will receive an advance disconnection notification with their regular monthly billing. Customers never receive a single notification one hour before disconnection.
  • NEVER give out personal information, debit/credit card numbers, or wire money as a result of an unexpected call or email.
  • If you are suspicious about a phone call, hang up and call Xcel Energy directly after locating an authentic phone number from your bill. The Xcel Energy Customer Service number is1-800-895-4999.
  • To report a theft or attempted theft due to a scam, contact your local police and then call Xcel Energy Customer Service to report the incident.

Efforts to protect customers

Xcel Energy continues to enhance its efforts to educate the public. Previous communications aimed to combat scammers and protect customers include bill messages and alerts, customer letters, online alerts, public service announcements, advertising, and prevention outreach at community events. Xcel Energy continues to work with law enforcement, other utilities, and the media to denounce scams. For more information visit www.xcelenergy.com or follow Xcel Energy on Twitter, Facebook and LinkedIn to learn more.

About Xcel Energy
Xcel Energy (NYSE: XEL) provides the energy that powers millions of homes and businesses across eight Western and Midwestern states. Headquartered in Minneapolis, the company is an industry leader in responsibly reducing carbon emissions and producing and delivering clean energy solutions from a variety of renewable sources at competitive prices. For more information, visit xcelenergy.com or follow us on Twitter and Facebook.

(News release from Xcel Energy)