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These days, you can never be too cautious when it comes to protecting yourself from possible scams.


Once in a while, we get reports from customers who're concerned about or have experienced suspicious phone calls, text messages, emails, or even knocks on the door from someone pretending to be affiliated with EPCOR.

Your business and privacy are important to us, so here are a few things you should know about when you might hear from us and when you should be suspicious.

 

Throughout the COVID-19 pandemic, we've gotten complaints about suspicious phone calls so we're warning customers to be cautious.

 

We may reach out to you about your account, but customers should know that EPCOR does not demand cash payments and will not take sudden action on billing arrears.

Protect yourself from consumer scams by being cautious.

Learn more about the ways we may contact you and what to watch for below.


​When you might hear from us

Below are some examples of when you might hear from us. Please note that these reasons may vary, depending on which services we provide in your community.

We'll phone you

There are several reasons we may call you, including:

  • Informing you of unusual account activity
  • Following up to discuss billing, or requests for service or information
  • Notifying you of a service outage
  • Sharing information about utility projects proposed in your neighborhood
  • Updating important account information

You may also get calls from an autodialer or a collections agency regarding overdue account balances. 

​We'll text you

If you've signed up to get text message alerts from us, we'll text you. If you get a text from us and haven't signed up for this service, that's a red flag.  

We'll email you

We send monthly emails to our ebill customers. These, and any other email from us, will be sent from an epcor.com email address. If it's not from an epcor.com email, it's not from EPCOR.

We may also email you about issues related to customer service follow-up, like:

  • Informing you of unusual account activity
  • Notifying you of a service outage
  • Following up to discuss billing or requests for service or information
  • Obtaining updated account information

We'll visit you

We may come to your door for operational purposes, like:

  • Responding to power or water outages or issues 
  • Meter reading or pre-scheduled meter retirements, changes or inspections
  • Water quality testing
  • Cross connection control inspections (commercial customers)
  • Notifying you of a nearby safety issue that may impact you (like a downed power line)
  • Notifying you of damage to your property as a result of work we've completed in the area

We'll visit you

We may come to your door for operational purposes, like:

  • Responding to power or water outages, water main breaks or drainage issues  
  • Meter reading or pre-scheduled meter retirements, changes or inspections
  • Flood prevention or drainage service maintenance appointments
  • Water quality testing
  • Cross connection control inspections (commercial customers)
  • Sharing information about utility projects proposed in your neighborhood
  • Notifying you of a nearby safety issue that may impact you (like a downed power line)
  • Notifying you of damage to your property as a result of work we've completed in the area


​When you should be suspicious


Malicious phone calls, texts, emails or knocks on your door are usually represented as "urgent" and it's likely the person on the other end will ask for (or demand) personal or payment information on the spot. Always be suspicious if someone is asking for immediate payment in cash, or using paypal, bitcoin or moneygram. And never agree to provide payment in person at an off-site location. These are not our standard payment methods, so it's a red flag if you experience any of these requests.

  Other red flags

  • If we contact you about a follow-up to customer service, chances are you've reached out to us first. If you haven't, that's a red flag.
  • If you get an email from us that wasn't sent from an epcor.com email address, that's a red flag.
  • EPCOR doesn't do door-to-door sales. If someone comes to your door to promote or sell something, that's a red flag.

If we contact you — by phone, email, or a knock on your door — we'll never demand personal or payment information on the spot. And we won't threaten or intimidate you into providing it. Our job is to serve you, the customer, so we do our best to work with you on whatever issues arise. 


 


Check in with us

If someone claiming to be from EPCOR contacts you and you're not sure whether or not it's legitimate, check in with us: 

  • View your account online to see if there's an outstanding balance on your account that requires payment.

  • Call us and ask one of our Customer Service Representatives if we're trying to reach you.


  We work with you

If your EPCOR account is overdue, find out more about how we work with you to find billing resolutions.