AUSTIN, Texas – The City of Austin Utilities Department wants all customers to be aware of individuals posing as City of Austin or Austin Energy employees who are trying to take advantage of customers in an attempt to steal funds.

  • More than 100 customers reported scams
  • Customers receive calls demanding money
  • Some calls automated, some calls from a living human

As of Tuesday, more than 100 commercial and residential customers have called the Utilities Customer Contact Center reporting that they have received calls from someone claiming to be with the City or Austin Energy.  

The scammers tell customers that they owe money and that their utilities will be cut off if immediate payment is not made. In some cases, the calls are automated, and in others, they are from a person.

 
Five things to know:

  1. The City of Austin Utilities Customer Contact Center does not call residential customers with cut-off deadlines. (Commercial customers may receive a courtesy call two days prior to scheduled cut off for non-payment.)
  2. The utilities department will never ask for credit card or wire transfer information over the phone.
  3. While some customers do pay in cash, the City of Austin will never demand immediate payment in person with cash, gift card or Bitcoin.
  4. 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, they are asked to hang up and dial 311 or 512-974-2000 and report the incident immediately. 
  5. Anyone who has received such a call or email and is uncertain of his or her account status can call the City of Austin Utilities Customer Contact Center at 512-494-9400.

Austin Energy manages the City of Austin utility billing for water, electric and other services. Customers can make payments at the City’s two walk-in service centers or the following authorized locations: most 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 Rosewood-Zaragosa Center
    2800 Webberville Road, Suite 110, Austin, Texas 78702
  • ​Utility Customer Service Center

Visit the Austin Energy website for more information on how to avoid utility scams.