Report Scams

Be Aware. Be Safe.

Recent Scam Activity: Look for the Warning Signs

City of Austin Utilities is warning customers about multiple phone and email scams. Utility customers are encouraged to know what to look for and report suspicious activity.

How to Know You’re Being Scammed

Telephone or email requests for payment using credit or money cards to avoid shut-off are not from Austin Energy or City of Austin Utilities Customer Care.

  • Our representatives never ask customers for credit card, Bitcoin, or bank account information.
  • We never ask customers to purchase gift/money cards over the phone.
  • We will never ask customers to make a wire transfer.

What to Do

  • If you receive a phone call or email threatening to interrupt service, demanding immediate payment, or requesting credit card, Bitcoin or bank account information, hang up and dial 3-1-1 or 512-974-2000 and report the incident immediately.
     
  • If you are uncertain of your account status, visit our Online Customer Care Portal or call 512-494-9400.
     
  • Payments can also be made by calling 1-800-959-7063, 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.   
     
  • Keep yourself safe from scams. City of Austin staff will never ask you to buy a gift card and read off the numbers to them.
     
  • 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. Staff at authorized locations will ask to see the customer’s utility bill statement before accepting payment.
    • 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)

Customers are also encouraged to report utility scams to the Federal Trade Commission.  

Learn More

Last Updated: 10/2/18