Some customers calling to establish service with Xcel Energy later learned they were caught in a scam.
Late last week, Xcel Energy learned that customers were coming across a fraudulent phone number after searching for the utility company online, according to Michelle Aguayo, media relations representative.
According to a news release from Xcel Energy, customers called the fraudulent phone number looking to start new electric or of gas services or to conduct other business with Xcel. They were connected to scammers who asked them to pay for services upfront. The scammers also asked for important information such as customers’ social security numbers and credit card numbers.
“Customers may not initially notice they have been scammed because in some cases the scammers also contact Xcel Energy and pose as the customer, using the customer’s information to start the new service,” the news release states.
The company launched an investigation into the matter — which is still ongoing — to discover how many customers may have been caught in the scam. As of Tuesday, the company did not have a final count, Aguayo said.
Xcel Energy would like customers to know that all charges from the company will arrive on an official bill, Aguayo said. It does not ask for customers to complete transactions at the time a service is requested.
“If you are asked to pay up front to complete a transaction, hang up and contact Xcel Energy at 1-800-895-4999 to let us know about the scam and to let us help complete your request,” the news release states.
Additionally, Xcel does not contact customers via phone for past due bills, those are mailed through the U.S. Postal Service, according to the news release.
The utility company encourages customers who doubt the authenticity of a caller claiming to be from Xcel Energy and asking for payment to hang up.
Here are a few tips from Xcel that act as quick warning signs for customers:
- Customers should be very suspicious if a caller requires a single form of payment, such as requiring the use of a prepaid debit card. Xcel Energy offers many options for payment and will never ask or require a customer with a past due account to purchase a prepaid debit card to avoid disconnection.
- Xcel Energy customers will initially be contacted by U.S. mail about past due bills, not over the phone. You will also be sent a disconnection notice in writing before your power is actually turned off.
- Customers should never wire money, provide bank card numbers, and social security numbers to an unverified source.
The actual phone number for customer support for Xcel Energy is 1-800-895-4999. Customers can also monitor their accounts through the company’s online portal, My Account service.
For those who question or believe they may have been part of the scam, Xcel encourages them to call the customer service line at 1-800-895-4999 or its Business Solutions Center at 1-800-481-4700. Both phone numbers will connect customers with a legitimate representative, according to the news release. The information shared will be used to aid investigators in a possible criminal investigation.
Those who know they are a victim of this crime are also encouraged to contact local law enforcement to file their own criminal complaint.
