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Don’t fall victim to a scam. If someone calls, texts, emails or appears at your home demanding immediate payment of your utility bill and threatening to cancel your service, it’s most likely a scam. We never contact our customers in this way to demand immediate payment. Take a look at the information below to see how you can protect yourself from scammers.

Recognizing a scam

  • Threat to shut off: Scammers often contact customers claiming their utility bill is past due and service will be shut off unless a payment is made right away – usually within an hour or less.
  • Request for immediate payment: Scammers may instruct customers to call them back after they purchase a prepaid card.
  • Request for prepaid card: When the customer calls back, the scammer asks the customer for the prepaid card’s number, which grants instant access to the card’s funds, and the victim’s money is gone.

Protecting yourself from falling victim

  • If there is ever a question about the validity of an email, website or person claiming to be an APS representative, call our Customer Care Center immediately at 602-371-7171 to verify this information. Do not use a phone number the scammer provides.
  • Scammers and robocallers sometimes use technology to modify what phone numbers and caller IDs. It’s called “Spoofing.” Be sure to hang up and dial our Customer Care Center directly if you get a “Spoofing” call.
  • Never purchase a prepaid card to avoid service shut off. We will never require payment via a prepaid card or specify the method of payment customers should use.
  • If someone threatens immediate shut off of service, hang up the phone, delete the email or shut the door. Customers with past due accounts receive advance shut off notification such as a bill message and/or door hanger, never a single notification one hour or less before shut off.
  • The only valid phone numbers for the APS Customer Care Center are listed on customer bills and aps.com.
  • Never share personal information or credit card information with an unverified source.

Steps to take if you are targeted

  • We encourage any customers targeted by scammers to report the incident to local law enforcement, as well as us at 602-371-7171 (800-253-9405) and the Arizona Attorney General’s Office at 602-542-5763.
  • Call 911 if you ever feel you are in physical danger.
Utilities United Against Scams
We are a member of Utilities United Against Scams (UUAS), a collaborative of more than 100 electric, natural gas, and water utility companies across the country and Canada. Members work with regulators, law enforcement and telecommunications partners to help stop scams targeting their customers.
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