Protect Yourself from Fraud

Criminals have been known to use various scams to steal bill payments and identity information from utility customers.  Read below or watch the short video for details on how to protect yourself from scammers.

Common Scams

  • Phone calls, home visits and online solicitations promoting government utility assistance programs and that ask for social security or banking information
  • Phone calls or home visits from someone posing as a PWP representative who demands payment and threatens to turn off water or electric service.
  • Unscheduled home visits from scammers posing as PWP meter readers/inspectors or posing as contractors offering home energy audit services.

Please inform PWP if you suspect you are being targeting by scammers, contact PWP Customer Service at 626.744.4005. If you were a victim of a utility scam, or any other fraud attempt, please call Pasadena Police Department at 626.744.4241.

The Real PWP Vs. Scammers

PWP personnel will always wear a visible picture ID, with the city seal and an employee number, and have their supervisor’s phone number on hand. Always look for an official city vehicle outside. PWP employees never use personal vehicles to make service calls.

Our meter readers and water quality staff generally don’t need to go inside your home, unless your meter is located in a service porch area or you’ve specifically requested an interior inspection.

Customers with delinquent accounts will receive a “Final Notice” from PWP by U.S. mail before any phone contact from PWP is made. The notice will list a final due date and payment methods. If the customer does not settle the account by the final due date the service will be shut off. PWP representative will not demand or accept payment in the field. Delinquent payments must be made in person at the City Hall Municipal Services counter, online via customer login, or by phone at 626.744.4005. Beware of scammers who demand payment by any other means than these.