NYSEG and RG&E warn customers about a growing wave of sophisticated scams targeting utility accounts across the region

Henrietta, New York – As scams grow more complex and harder to detect, New York State Electric & Gas and Rochester Gas and Electric are urging customers to stay alert. The two utility providers say they are seeing a noticeable increase in sophisticated schemes designed to trick people into revealing sensitive personal and financial information.

According to the companies, scammers are becoming more aggressive and more convincing. In many cases, fraudsters pretend to be utility workers or company representatives. They may show up at a customer’s home or business, or they may reach out digitally, using emails, phone calls, or text messages that appear legitimate at first glance.

“Our customers’ security matters; we take it seriously,” said NYSEG and RG&E CEO Patricia Nilsen. “We’re dedicated to our customers’ well-being, and we’ve put protective measures in place to guard our customers’ personal information.”

Despite those safeguards, scammers continue to look for ways to exploit fear and confusion. One common tactic is phishing, where criminals send emails that look like official company messages in an effort to obtain personal data. Another method is known as vishing — fraudulent phone calls in which scammers spoof a legitimate phone number so it appears the call is coming from a trusted business. Smishing, or scam text messaging, has also become more frequent, with customers receiving urgent messages demanding immediate action.

In some cases, scammers threaten immediate service disconnection unless payment is made on the spot. Others claim that a customer’s meter needs urgent payment or that an account has been overpaid and requires a refund transaction. Door-to-door impostors may even ask to see a customer’s bill under the guise of verifying information.

NYSEG and RG&E emphasize that these tactics are red flags.

The companies clearly outline what they will never do. They will never ask customers to email personal information such as payment or financial details or even a home address. They will never send programs that must be installed on a computer. They will not terminate service without prior notice for non-payment. Shut-offs are not performed during hours when the Customer Contact Center is closed. And representatives will never go door-to-door asking to see customer bills.

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While scammers may try to mimic official communication, the companies note that there are important distinctions. NYSEG and RG&E may contact customers by phone, email, or text to share service updates, alerts that customers have signed up for, or information about work happening in the area. However, they do so while respecting privacy rules and complying with data protection laws.

Customers are advised to avoid clicking on unfamiliar links or downloading attachments from unknown senders. Any unexpected message requesting urgent payment or personal information should be treated with caution.

For those who encounter someone at their door claiming to represent the utility company, identification is key. Company representatives and authorized contractors always carry official photo identification and will provide it upon request. If proper identification cannot be shown, customers should not share information or allow access.

Payment methods are another important clue. NYSEG and RG&E state they will never demand payment through prepaid cards or Green Dot cards — a common tool used by scammers because such payments are difficult to trace.

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If customers are unsure about the legitimacy of a call, message, or in-person visit, they are encouraged to contact customer service directly using official phone numbers. NYSEG customers can call 800.572.1111, while RG&E customers can reach 800.743.2110.

With scam attempts on the rise, the companies stress that awareness remains one of the strongest defenses. By recognizing warning signs and verifying suspicious contact, customers can help protect themselves from becoming victims of increasingly sophisticated fraud.