Scam library · United States · Updated 20 October 2026

Utility shutoff: what they say, how to spot it, what to do

A caller threatens to cut off your electricity, water or gas unless you pay immediately. Check the bill and contact your utility through its real number.

What they say

These are typical approaches, written as examples. The wording and claimed sender can change.

“Your power will be disconnected today unless you pay now.”
“Our crew is on the way. Buy a prepaid card to stop the shutoff.”
“Your last payment failed. Use this new payment link immediately.”

How to spot it

The caller makes a sudden shutoff threat and dictates an unusual payment method.
They refuse to let you call the utility through the number on your bill.
They demand a gift card, cryptocurrency or a transfer to a person.

What to do now

Hang up and keep the household safe while checking the claim. Do not leave to buy gift cards or let the incoming caller guide a bank transfer. A uniform, account detail or familiar caller ID is not enough.
Find your utility’s number on a previous bill or in its normal account app. Start a new call and ask about the claimed balance and any disconnection notice. Do not use a replacement number from the threatening caller.
If a balance is real, discuss payment choices through the genuine account. Ask the utility about its own assistance options if needed. For a dangerous outage or suspected gas leak, use the provider’s published emergency instructions.

If you already paid or shared details

If you paid, tell your bank, card issuer or payment service promptly. Preserve the bill, message and payment receipt so you can explain the difference between the genuine account and the demand.
If you gave account access or payment details, tell the utility and ask it to secure your account. Watch for another call claiming a fee is needed to cancel the first transaction.

Contact the bank, card issuer or payment provider promptly and ask whether the payment can be stopped or reversed. Recovery is not guaranteed. Change exposed passwords through the genuine service. Keep receipts and messages privately for your report.

Report the attempt at ReportFraud.ftc.gov.

Sources

Questions people ask

Should I pay first to keep the lights on?

Verify the claimed problem through your utility’s real contact details first. Do not let an unsolicited caller choose the payment destination or method.

What if the caller knows my address?

Contact the utility independently. An address or account detail does not prove the caller is authorized to collect a payment.