We won't call to threaten disconnection
Scammers are calling customers and impersonating utility company staff, claiming to be collecting on late bills. In many cases, they falsify their caller ID information to make it appear as though the call is coming from Duke Energy. In some instances, where pre-recorded messages ask customers to call back for more information, the upfront message will actually mimic the utility’s interactive voice response system.
The caller attempts to obtain customer account or personal information. They may threaten immediate service disconnection – usually within an hour – if immediate payment is not made with a prepaid debit card. We will never threaten disconnection.
Because we do occasionally contact our customers by phone, it can be difficult to tell a scammer from a real Duke Energy employee. Here are some tips:
If it’s a pre-recorded voice, often referred to as a robocall, be extra cautious. Do not provide any personal data. The pre-recorded calls Duke Energy deploys are informative in nature and will not request personal information.
- If we do call you to discuss your account, we will provide information that only you and Duke Energy would know in order to validate that our call is legitimate.
- Scammers may instruct you to make payments via prepaid cards, digital payment apps, cryptocurrencies or direct transactions with banking institutions. Duke Energy does not accept payments through the Cash App, Venmo or Zelle apps. Customers can make payments directly via Duke Energy’s mobile app.
- Remember: Debit cards are like cash and the transactions cannot be reversed.
- If you feel pressured for immediate payment or personal information, hang up the phone and call us at the number on your Duke Energy bill. This will ensure you are speaking to a Duke Energy representative.