FirstEnergy : Warns Customers to Be on Guard Against Utility Imposters

With increased reliance on electricity during cold weather months and many customers still facing financial hardship due to the COVID-19 pandemic, utility imposters continue to find opportunities to trick vulnerable customers into giving away personal information and paying "unpaid bills" to avoid service disconnection. That's why FirstEnergy and dozens of other utility companies are banding together for the sixth annual Utility Scam Awareness Day on Wednesday, Nov. 17.

The annual awareness day is organized by Utilities United Against Scams, a consortium of more than 150 utilities and related organizations working together to educate customers on how they can prevent becoming victims of utility imposters.

"While we take significant measures to ensure the safety and security of our customers' account information, utility scammers continue to use sophisticated tactics to target vulnerable customers," said Michelle Henry, senior vice president of Customer Experience at FirstEnergy. "We urge customers to remain vigilant against utility imposters who claim to be associated with our company."

To date in 2021, customers have reported about 3,320 attempted scams. The actual number of scam attempts is even higher since many go unreported to the company or law enforcement.

Although these sophisticated scammers work year-round, they are more active during colder months because they know customers rely on electricity to stay safe and warm and are more likely to comply due to fear of disconnection.

 

Closing the Door on Opportunists

Though utility imposters continue to find new and convincing tactics, FirstEnergy customers can stop these opportunists by keeping the following in mind:

• We often make courtesy calls to remind customers about outstanding balances and send written notices of a possible disconnection, but we do NOT call or email to demand immediate payment to avoid a same-day shutoff.

• Utility impostors often require that you use unusual payment methods like digital payment apps, cryptocurrencies or money transfers. Only send payments to your FirstEnergy operating company using our established payment methods.

• FirstEnergy field collectors working in New Jersey, Maryland and Ohio will offer customers with past-due accounts the opportunity to pay their bill in person before disconnecting service. All employees carry company-issued photo identification.

• Imposters often use Caller ID spoofing software to misrepresent the source of a phone call to further mislead and confuse their targets. Call-back numbers provided by these criminals often use greetings and hold messages that mimic legitimate businesses. Always contact your electric company using the phone number listed on your bill or on the FirstEnergy website.

• If you suspect a scam, hang up or close the door and contact your local police department and FirstEnergy.

• If you have any doubts about the status of your account or the identity of a FirstEnergy employee, contact your electric company at the number listed on the website. Never call the number the scammer provides.

• Periodically check our scam information page for updates and information on emerging scam activity.

Staying Cyber Secure

Bad actors don't stop at impersonating utility companies; they also want to impersonate you. Scammers often take advantage of lax cyber security habits to obtain the personal information necessary to commit identity theft.

To help ensure your private information doesn't fall into the hands of a cyber thief, adopt these simple cyber security behaviors:

• Be cautious of any unsolicited communications that ask you to provide your personal information electronically.

• Avoid clicking on any links or downloading attachments from suspicious emails.

• Create a unique password for each of your accounts and devices. Follow the complexity requirements of the website (e.g., length of password, required use of special characters) and avoid using passwords that contain information about you (e.g., your birthday).

• Change your passwords on a regular basis and don't share them with others.

• Avoid sharing sensitive information such as credit card or Social Security numbers through texts, emails or chats.

For more cyber security tips, check out the U.S. Department of Defense's Identity Awareness, Protection and Management Guide.

Please share this information with friends and family to continue raising awareness of these crimes. You can also follow FirstEnergy utilities on Facebook and Twitter, as well as Utilities United Against Scams, for regular scam safety tips.

CONTACT: Josh Duke, 330-374-6544