Utilities News

Beware: Scam Utility Calls Strike Again

Beware: Scam Utility Calls Strike Again

The City of Palo Alto has received reports of fraudulent phone calls from scammers posing as someone from the Utilities Department. The callers say the utility account is overdue and threaten to disconnect service if payment is not provided immediately.

Don't fall victim to this scam! 

If you receive a phone call like this, please note the caller’s number and hang up. These scammers are often sophisticated and the phone number that shows up on caller IDs may be our Customer Service Call Center number (650) 329-2161. Customers may be provided a phone number to call, which could have a recording of the City Utilities phone tree hotline message.

If you receive a scam phone call, please contact the Palo Alto Police Department at (650) 329-2413 to file a Police Report. You may also want to contact the FTC at 1-877-FTC-HELP or file a complaint online.

How the scams typically work:
The scammers call using various official-sounding credentials. For example, they may claim that they are an employee of Palo Alto Utilities, PG&E (Pacific Gas & Electric), or the "Disconnect Department." The suspects try to convince you that your utilities bill is past due, and that your utility service will be shut off in several hours if you do not send money right away to resolve a past due balance. The suspects may tell residents or businesses that the utilities employees are outside their property, ready to disconnect their service if payment is not made.

The scammers will often provide a call back number which may provide a recording of the CPAU Customer Service hotline message. In other situations, the scammers may request the customer provide credit card information over the phone, send cash, or other methods of payment.

How you know it is a scam:
The City of Palo Alto provides its own utility services for residents and businesses, so if someone claims to be from PG&E and demands utility account payment, you know it is not legitimate. Plus, the City will not demand utility account payment in this way over the phone. When a customer has not paid their bill, CPAU sends out multiple written warnings prior to disconnecting service.

What to do if contacted by a scammer:
If you receive a call from someone claiming to be from the Utilities Department, asking for money or other personal information, please hang up and call the Palo Alto Utilities Customer Service Center at (650) 329-2161 to verify your account information. As some scammers can make it look like they are calling from our number, if you see that number, please do not assume it is us. If it is a Palo Alto Utilities Department employee that actually called you, our Utilities Customer Service Representative will be able to verify the call and further assist you.

The City has notified the Police and Federal Trade Commission (FTC) of this fraudulent activity and misrepresentation of the City of Palo Alto. The FTC advises each consumer/customer to contact them to file an official fraud report.

If you receive a scam call, please follow these instructions:

  • Try not to engage in conversation with the caller. Do not give out personal or financial information.
  • If possible, though, try to get a call-back phone number so the callers might be identified.
  • Contact your phone provider to have them block calls from the call-back number these scammers provide.
  • Notify the FTC at 1-877-FTC-HELP or file a complaint online.
  • Please note that you can request informational pamphlets or booklets on preventing and reporting fraud from the FTC through their website.
  • More information on consumer protection, telemarketing schemes, credit card fraud and identity theft is available on our City’s Police Department webpage.

You can always contact Utilities Customer Service at (650) 329-2161 if you need to talk with a Customer Service Representative.

Last Updated: March 6, 2020