Over the last three days, Austin Energy officials say the Utilities Customer Contact Center heard from more than three-dozen commercial customers and five residential customers, all of whom reported that they received a hard copy letter in the mail from someone claiming to be with the city. The letters claimed customers owed money and that their utilities would be cut off if immediate payment was not made. While the letter includes a City of Austin seal, it also includes several misspelled words and incorrect information, which officials say should be an immediate red flag.
In a press release, city officials say there are six things to know:
- The City of Austin Utilities Customer Contact Center does not call residential customers with cut-off deadlines. (Note: Commercial customers may receive a courtesy call two day prior to scheduled cut off for non-payment.)
- Austin Energy will never ask for credit card or wire transfer information over the phone.
- While some customers do pay in cash, the city will never demand immediate payment in person with cash, gift card or Bitcoin.
- City of Austin Utilities accepts mail-in or walk-in payments or payments online at www.coautilities.com.
- If a City of Austin customer receives a phone call threatening to interrupt service, demand immediate payment, or request credit card or bank account information, hang up and dial 3-1-1 or 512-974-2000 and report the incident immediately.
- Anyone who has received such a call or email and is uncertain of his or her account status can call the City of Austin Utilities Customer Contact Center at 512-494-9400.
Take a look at one of the scam letters below, provided by the City of Austin.