While hurricanes bring devastation through powerful winds and flooding, they also leave many people vulnerable to utility scams across various communication channels. In September 2024, the Cybersecurity and Infrastructure Security Agency (CISA) warned of a spike in hurricane-related utility scams, targeting individuals already dealing with disaster recovery.
At Message Broadcast, we’re committed to helping utility customers stay protected across all communication platforms. The following are 20 essential communications tips that utilities can use to help their customers safeguard themselves from scams during hurricane season.
Phone and IVR (Interactive Voice Response) Scams
- Beware of Robocall Disconnection Threats Scammers often use automated calls threatening immediate service disconnection. Remember, legitimate utilities typically send multiple notices before any disconnection and rarely use robocalls for urgent matters.
- Verify Caller Identity If you receive a call claiming to be from your utility, hang up and call the official number listed on your bill. Legitimate representatives will have your account details readily available.
- Be Wary of IVR Phishing Scammers may set up fake IVR systems to collect personal information. Always initiate contact with your utility through official channels rather than responding to unsolicited calls.
- Don’t Trust Caller ID Scammers can “spoof” numbers to make their calls look legitimate. Verify independently by calling your utility’s official number.
- Register for Official Voice Notifications Sign up for authorized voice alerts from your utility provider. This way, you’ll know what official communications sound like, making it easier to spot scams.
SMS and Text Message Scams
6. Be Cautious of “Smishing” Attempts Be wary of text messages asking for personal information or claiming to be from your utility. Legitimate utilities rarely use SMS unless you’ve opted for specific services.
7. Verify SMS Short Codes If your utility uses SMS, they typically use a consistent short code. Verify this code with your provider and be suspicious of messages from unknown numbers.
8. Don’t Click Links in Unexpected Texts Avoid clicking on links in unexpected text messages, even if they appear to be from your utility. Instead, log into your account directly through the official website.
9. Enable Two-Factor Authentication via SMS If your utility offers two-factor authentication for account access, enable it. This adds an extra layer of security to your account.
Email Scams
10. Be Alert to Phishing Emails Exercise caution with any email related to hurricanes or utility services, especially those containing links or attachments. Verify the sender before clicking and report suspicious content.
11. Check Email Authentication Legitimate utility emails often use authentication protocols like DMARC. Look for the authentication pass in the email header or use email authentication checker tools.
12. Beware of Bogus Bills via Email Don’t click on links or attachments in unexpected utility bills received via email. When in doubt, log into your account directly through your utility’s official website.
13. Use Secure Email Communication If your utility offers a secure messaging system within your online account, use this for sensitive communications rather than regular email.
Web and Chat Scams
14. Verify Website Security Before entering any information online, ensure you’re on your utility’s official website. Look for “https” in the URL and a padlock icon in the address bar.
15. Be Cautious of Pop-up Chat Windows Scammers may create fake websites with pop-up chat windows. Only use chat features accessed through your utility’s official, logged-in customer portal.
16. Don’t Overshare in Chat Legitimate utility chat representatives won’t ask for full Social Security numbers or complete credit card details. Be wary of requests for excessive personal information.
17. Use Official Apps If your utility has an official mobile app, use it for communications and payments instead of responding to links sent via other channels.
In-Person Communication Scams
18. Be Cautious of Door-to-Door “Utility Workers” During hurricane season, be extra vigilant of unexpected visitors claiming to be utility workers. Ask for official ID and call your utility to verify before allowing anyone inside.
19. Verify In-Person Payments If your utility accepts in-person payments, know the official payment locations. Be wary of individuals offering to take payments at your door, especially after a disaster.
General Communication Precautions
20. Set Up Multi-Channel Alerts Configure your utility account to receive alerts across multiple channels (email, text, phone). This makes it easier to spot inconsistencies that might indicate a scam.
If customers suspect they‘ve been targeted by a scammer through any communication channel, they should report it immediately to their utility company, local law enforcement, and the Federal Trade Commission (FTC). For more information on utility scams visit Utilities United Against Scams.