As utility service shutoffs for non-payment will start again on May 2, the state’s Consumer Counsel is warning residents about a possible scam targeting utility customers whose bills are overdue.
“We were made aware that a customer was called by someone who claimed to be a representative of a Third-Party supplier who then ‘transferred’ her over to Eversource in order to make a payment over the phone to prevent her service from being disconnected,” according to a statement issued Thursday from the Office of Consumer Counsel (OCC) Claire Coleman. “We want to remind customers that no third-party supplier will ever contact customers with billing issues.”
Both supply and delivery costs are billed exclusively by the electric distribution company – only Eversource or United Illuminating, according to the OCC.
“So if a customer receives correspondence from anyone other than Eversource or UI pertaining to their electric bill balance, the customer should assume that it is not legitimate, and contact their utility directly with the number on their bill,” the statement reads. “OCC recommends that customers never pay bills via a transferred call. If customers want to pay Eversource or UI bills via phone, they should only do so via directly contacting the companies directly.”
Eversource, United Illuminating (UI), Connecticut Natural Gas (CNG), and Southern Connecticut Gas (SCG) issued statements this week encouraging customers to check out their assistance programs if they need to to avoid a disconnection from their service. UI, CNG, and SCG are all subsidiaries of Avangrid.
The shutoffs are a move back to pre-pandemic rules and will affect customers who are in arrears, regardless of hardship status and including certain customers with medical protection. Both companies say that a service shutoff is a last resort.
CNG, SCG, and UI customers are encouraged to look up the “Help With Bill” pages on the appropriate company website. SCG and UI customers will have the opportunity to discuss any issues with someone in person at Beulah Heights Church in New Haven on April 18, in partnership with the United Way of Greater New Haven, to provide them with options.
“Between the COVID-19 pandemic and subsequent economic challenges, the last several years have been difficult for our customers. In response, service disconnections have been suspended for customers with a financial hardship since March of 2020,” said Frank Reynolds, President & CEO of CNG, SCG, and UI.
Eversource Vice President of Customer Operations and Assistance Programs Jess Cain said unpaid energy bills mean all customers pay more, but those who are behind in their bills have options.
“We encourage any customer who is having trouble paying their bill to contact us immediately so we can work with them and get them enrolled in one of the many programs we offer that can help and protect them from having their service shut off,” Cain said.
OCC has other tips as well for customers to protect themselves including: not providing personal or financial information to any unsolicited request (whether in person, online or on the phone) and that customers who are being shut off will receive a written notice including information on how they can maintain service.
In addition, customers should be wary of sponsored ads on search engines, QR codes and texts that can lead to a fake utility bill payment page.
If you think you have been scammed, reach out to:
- PURA’s Education Outreach and Enforcement Customer Assistance Unit by emailing pura.information@ct.gov
- Office of Consumer Counsel by emailing occ.info@ct.gov or calling 860-827-2900
- The Office of the Attorney General at 860-808-5318.
