Scams and COVID-19

The COVID-19 outbreak has led to an increase in scam activity. Be wary of any unsolicited calls, texts or emails that threaten to shut off your water and demand payment by unusual means.

Aquarion Water Company will never ask for your personal information in this manner and does not accept payments via gift cards or other common tools used by scammers. During this emergency period, Aquarion is not shutting off water for nonpayment.

Recognize Common Signs of a Scam

• Threatening phone calls or home visits demanding immediate payment to avoid shut off, without prior notification. Don't panic and don't pay.
• Asking for personal or account information.
• Insisting on a specific, often non-traceable, form of payment.
• Providing an unfamiliar callback number.

Important Facts You Need to Know

• Aquarion representatives never ask for instant payment in person.
• Aquarion representatives do not require the use of pre-paid debit cards (such as Green Dot MoneyPak, Vanilla or Reloadit).
• Aquarion representatives never request customers meet at a payment center, such as a department or grocery store, to make a payment.
• Aquarion representatives always carry company-issued photo identification and will always provide it when asked.
• Contractors working for Aquarion always carry documentation explaining the nature and location of their work.
• Aquarion does not make unsolicited in-home visits. Aquarion in-home visits are scheduled in advance. Exceptions might include accessing, maintaining, or ensuring the reliable and safe operation of our water systems.
• If you’re not sure the person is an Aquarion employee, call us. We’ll be glad to verify if work is scheduled at or near your home or business and the identity of the employee.

How to Protect Yourself

• Always verify a caller is legitimate by asking for some basic information about your account. Our representatives will always be able to provide the name on the account, the account address, and the exact past due balance.
• Never immediately pay, regardless of what the caller knows about your account or offers as an incentive. If they are requesting an immediate payment using a third-party service, at another location or via a prepaid debit card, hang up immediately and contact us directly to verify your account status.
• If you are suspicious, hang up and call us at 1-800-732-9678. Also, please report this to your local law enforcement.
• Never wire money to someone you don’t know—regardless of the situation. Once you wire money, you cannot get it back.
• Do not accept offers from anyone, including those claiming to be Aquarion employees, to pay your bill or provide any other service for a fee.
• Do not click on links or call numbers that appear in unexpected emails or texts—especially those asking for your account information. If you click on a link, your computer could become infected with malware, including viruses that can steal your information and compromise your computer.

For More Information

Utilities United Against Scams is a consortium of more than 100 U.S. and Canadian electric, water, and natural gas utilities and related associations. The organization's website has a number of resources available is dedicated to raising awareness and educating customers about scams.

Other resources include:

• Consumer’sGuide to Impostor Utility Scams - An educational guide that provides key information to consumers and community leaders on the types of impostor utility scams that are occurring across the country. 
• Be Aware of These Common Scams - Learn about six very common scams and how to recognize them.
• Better Business Bureau - Interactive pages intended to provide customers with real-time information and details about current scams complete with alert notifications and reporting capabilities.