City of Austin Utilities warns against phone scammers mimicking the City's on-hold messaging system

September 25, 2018

Multiple City of Austin utility customers have reported receiving a voice message from someone claiming to be with the City of Austin Utilities or with Austin Energy.

In one case, a customer was advised that her services were about to be cut off if she did not make a payment with a pre-paid credit card within 45 minutes. The caller specifically asked for a Money Pak card from CVS Pharmacy or Dollar General. They asked the customer to call them back at 512-862-4052 and ask for Ana Garcia at extension 4520. City of Austin Utilities customers are advised to only call 512-494-9400 for any billing questions. The City of Austin does not believe any customers have fallen for the scam.

Five things to know about your City of Austin utility bill:

  1. The City of Austin Utilities Customer Contact Center does not call customers with cut-off deadlines.
  2. We will never ask for credit card or wire transfer information over the phone.
  3. We will not ask for payment with cash or gift card.
  4. City of Austin Utilities accepts mail-in or walk-in payments or payments online.
  5. If a City of Austin customer receives a phone call threatening to interrupt service, demand immediate payment, or request credit card or bank account information, hang up and dial 3-1-1 or 512-974-2000 and report the incident immediately. 

Austin Energy manages the City of Austin utility billing for water, electricity and other services.

Customers can make payments at the city’s two walk-in service centers or the following authorized locations: most Austin Austin H-E-B stores, ACE Cash Express, Money Box, Fiesta Mart and Randall’s.

City of Austin walk-in service centers:

  • Utility Service Center (east branch) Rosewood-Zaragosa Center
    2800 Webberville Road, Suite 110, Austin, Texas 78702
  • Utility Customer Service Center (north branch) 
    8716 Research Blvd, Suite 115, Austin, Texas 78758 (near Ohlen Road and Highway 183)

Staff at authorized locations will ask to see the customer’s utility bill statement before accepting payment.

City of Austin utility customers who wish to make a utility bill payment by credit card can do so online at or by calling 800-959-7063, which connects the customer to the City of Austin’s automated utilities payment service (Bill Matrix) to make a payment via credit or debit card or electronic check. City of Austin customer service representatives may give customers this web address or phone number but will NOT ask for a customer’s credit card number to accept payment.   

In addition, anyone who has received such a call and is uncertain of his or her account status can call the City of Austin Utilities Customer Contact Center at 512-494-9400.

Click here for more information on how to avoid phone scams.

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