We've recently recieved several calls from citizens who have been targeted by a phone scam involving Xcel Energy:
How to spot a scam
- Xcel Energy will never threaten to disconnect service immediately without making a payment on the spot.
- Scammers may instruct customers to buy a prepaid card, which are widely available at retail stores and work like cash. If a customer gives the scammer that card number, the money is gone and untraceable.
- Be wary of calls that come in at night and on weekends. Xcel Energy will only contact residential customers from 9 a.m.- 8 p.m. CST and business customers 8 a.m.- 5 p.m. CST.
- Business customers should also be aware that scammers may call during peak business hours, with urgent threats that their service will be cut-off during their busiest times of day.
- Xcel Energy will not ask customers for personal bank account or credit card numbers to refund an overpayment of a bill. Overpayments are usually applied to future bills, or if they are refunded, that will only be done by mailing a check to the customer’s address on file.
How to protect yourself
- If someone threatens you with immediate disconnection, hang up the phone, delete the email or shut the door. Customers with past due accounts receive an advance disconnection notification by mail. Xcel Energy never sends a single notification an hour or less before disconnection.
- Xcel Energy customers will never be instructed to purchase a prepaid card in order to avoid service disconnection. Xcel Energy and other legitimate utility companies will not specify how customers make their payments and always offer a variety of options to do so.
- If you suspect you’re being scammed, call Xcel Energy at the number on your monthly bill, go to “My Account” on XcelEnergy.com, or check the mobile app. Xcel Energy’s customer service number is 1-800-895-4999. Customers should not call a different number provided by scammers.
- Consumers who believe they are victims of fraud, or who feel threatened by a scammer, should contact local police.
- The Federal Trade Commission’s website has additional tips for consumers to protect themselves from fraud and options for reporting it: https://www.ftc.gov/news-events/media-resources/identity-theft-and-data-security/filing-complaint