Empire Electric Association is urging members to be cautious after a scam call in which someone posed as “The Electric Company” and claimed a customer had been overcharged and then requested bank account information.
Andy Carter, the company’s member engagement manager, said scammers often pose as billing representatives, and in this case, the caller offered a fake refund.
“If it sounds too good to be true, it probably is,” Carter said. He said the cooperative has not seen a significant increase in scam reports recently, but incidents occur periodically. When customers report suspicious calls, Empire Electric shares warnings to help protect others.
The company advises customers: If a call seems suspicious, hang up and then contact Empire Electric directly using its verified phone line, (970) 565‑4444.
Carter said the company does contact customers about billing issues based on their communication preferences, including text or email, but employees will always identify themselves as being from Empire Electric. Even then, he said, members should be cautious.
“If it’s a phone call you didn’t expect, just hang up and dial the Empire number back,” Carter said. “Don’t redial the number they called from.”
He added: “If somebody were to hang up on us, we would rather have that than someone continue on with someone who will steal their information or money.”
He emphasized that phone numbers and caller IDs can be easily spoofed, even if they appear to show Empire Electric’s name. If billing issues occur, the company provides an explanation through documentation before crediting an account.
In a post earlier this week about the scam, Empire Electric said it does not call and request information over the phone. Carter said the company also does not demand immediate payment, threaten unexpected shutoffs or request payment through gift cards, cash or unusual methods.
“We don’t call at odd hours… If something is out of the ordinary, that should set up a red flag,” he said.
Carter said members who fall behind on their bills receive advance notice before any disconnection occurs, following specific rules and timelines outlined in the cooperative’s policies.
“It should not be a surprise if someone’s (utility) were going to get disconnected,” he said.
Members who believe they have been targeted are encouraged to contact Empire Electric directly using the verified phone number and to report the incident to law enforcement.
