ENWIN Alert to Customers: Disconnection Scam Attempts are Affecting Customers Across Ontario!

Windsor, ON: ENWIN is warning customers to be on the lookout for a new telephone fraud, using the threat of disconnection to scare customers into releasing credit card and account information by phone.

The warning follows the end of the Ontario moratorium on disconnections, on May 1, 2017. A series of calls have been made to customers at various utilities across Ontario, including Windsor, by fraudsters telling customers the moratorium on disconnections is over, and they must make an immediate credit card payment over the phone, or face immediate disconnection.

ENWIN wants to be sure local customers are aware and prepared to hang up if they receive a threatening phone call asking for personal information.

“That is not the way we do business,” said Helga Reidel, ENWIN’s President and CEO. “We work very hard to help our customers avoid disconnection. We would never threaten a customer or demand their account or credit card information on the phone.”

ENWIN operates under Ontario Energy Board’s (OEB’s) customer service rules regarding bill payment and disconnection. These customer service rules are available to the public on the OEB website. Assistance programs, such as the Ontario Electricity Support Program (OESP,) or the Low-Income Energy Assistance Program (LEAP) are available to qualified customers through the Ontario Energy Board at www.oeb.ca/billhelp.

“We obey the OEB rules,” stated Reidel. “We understand that some customers struggle to pay their bills, and we want them to know that they can come to us for advice about how to get back on track.”

An informed customer is a protected customer. ENWIN wants customers to be aware of its process for overdue bills, which is posted on the ENWIN website. Some important facts are below:

  1. ENWIN provides at least 10 days’ notice before disconnecting a customer’s service.
  2. If the customer does not take action, ENWIN will reach out again, at least 48 hours before disconnection, to offer them another chance to respond.
  3. Disconnection is a last option -- only when all else fails. Payment arrangements, equal billing plans and conservation programs are just some of the ways ENWIN can help you. Information is available on www.enwin.com

“We take our responsibility to the community very seriously,” Ms. Reidel continued. “We hope to help customers recognize scams, and find a way to stop them.”

Here’s how you can avoid phone scams:

  • Phone fraud attempts can be elaborate. Know your rights and know the rules.
  • If you question the identity of the caller, hang up and call ENWIN at 519-255-2727.
  • ENWIN will not ask you for your account number or your credit card number by phone.
  • ENWIN will not threaten immediate disconnection unless you give a credit card number by phone.
  • You are in charge. Don’t give anyone access to your personal information unless you know it is safe.
  • If you feel unsafe, call Windsor Police Services.

Follow @ENWINUtilities and @WindsorPolice on twitter, or visit the Government of Ontario website at http://www.ontario.ca/page/door-door-sales-and-home-service-contracts for more information on door-to-door scam prevention.

ENWIN Utilities Ltd. (ENWIN) a licensed electricity distribution company, serving customers in the City of Windsor, and the licensed water system operator for the Windsor area water system owned by Windsor Utilities Commission. ENWIN works with Windsor to provide a safe, reliable source of electricity and water for our community.