Notice:

Drive-thru hours

All of our services are now available online. If a drive-thru visit is required, our new drive-thru hours are Mon-Fri, 8-12 and 1-5.

Utility Scam Awareness

Fake webpages, bogus 1-800 numbers, and threatening phone calls are among the growing list of tactics used by scammers to gather personal and payment data.  While the scammers’ methods may differ, the motive is always the same.  They want to deprive customers of their money or personal information.

Utilities across the country have seen increased reports of their customers being impacted by scammers.  These scammers may pose as utility customer service agents acting in an attempt to access the customer’s financial information or to obtain immediate payment by threatening service interruptions.

In recent years, there has been a drastic rise in utility impostor scams through digital methods, including website and search engine-related scams.

The Better Business Bureau has also reported an increase in these types of utility scams, particularly in the winter months, when people are most likely to need natural gas heat.

These expanding and increasingly sophisticated scam methods are why Trussville Gas and Water is making a continuous effort to inform and educate its customer base to be aware of these types of scams.

How can I be sure my payment is secure?

Trussville Gas and Water offers a variety of ways to pay a bill, including online payments, phone payments, automatic bank drafts, mail, or in person. To make a payment online or via phone, customers may refer to their most recent utility bill for the Trussville Gas and Water website and contact information. The ONLY legitimate website for our services is Trussville.com.  The ONLY phone number customers should call for questions about their account or to make payments is 205-655-3211.

Trussville Gas and Water customers are encouraged to create a customer portal through the Trussville.com website to track payment and credit card information.  This information is kept securely within the customer portal using the most current Payment Card Industry (PCI) compliance. Customers should never give account or credit card information to sites that are not affiliated with Trussville.com. 

What techniques are being used by scammers?

Digital scam tactics – Sponsored ads on search engines that lead to identical – but fake – utility bill payment pages are on the rise. Scammers are also using QR codes that falsely claim to link to a utility payment page and texts pretending to be from a utility representative with a link to an impostor payment page.

At Trussville Gas and Water, the only legitimate page for payments or information is Trussville.com.

Toll Free numbers – Savvy scammers may create fake 1-800 numbers to gather customer data.  These calls may sound legitimate at first, however through the course of the call, scammers may ask for personal information that begins to sound suspicious.  Consumers should never give personal or account information to a call center that makes them uncomfortable. If the call sounds suspicious, customers should hang up and confirm the correct customer service number and call back.     

Trussville Gas and Water does not use a toll-free number.  The only legitimate phone number is 205-655-3211. If a customer does accidentally call the wrong number, these savvy scammers may call the customer back and say that they missed a call from them and can help them with their account.

Threat to disconnect – Scammers often threaten immediate service disconnections. They ask for personal information or demand payment to prevent service interruptions.

Trussville Gas and Water does disconnect customer accounts for nonpayment.  However, our customer service agents would never call to demand payment.  To prevent disconnection or to make payment for a disconnected service, contact our customer service department at 205-655-3211.

Request for immediate payment – Scammers may verbally instruct customers to make payments via prepaid cards, digital payment apps, cryptocurrencies or direct transactions with banking institutions.

Trussville Gas and Water customers can make payments directly via the Trussville Gas and Water website, Trussville.com. The payment options available on the website are legitimate and PCI compliant.  Our staff would never force a specific payment method to customers, particularly a payment method that is outside of the normally accepted payment methods listed in the customer portal or on the website.

Promise of a refund or discount – Scammers often prey on households with tight budgets. They will inform customers of impending refunds due to overpaid utility bills; however, they need banking information to process the refund. They also may claim that immediate bill payment will result in a discount or that a charitable donation can be made in exchange for a lesser bill payment.

At Trussville Gas and Water, any credits on accounts will remain on an account until it can be used for utility services the following month or when the account closes for final service.  It will be paid directly to the customer at that time.

What should a customer do if they suspect someone is trying to scam them?

If customers suspect someone is trying to scam them, they should hang up, shut the door or delete the email or text. They also should contact Trussville Gas and Water immediately at the number on the most recent monthly utility bill or through the official website, never use the phone number the scammer provides. The correct contact information for Trussville Gas and Water is our website, Trussville.com or our phone number, 205-655-3211.

Additional information about avoiding scams:

Federal Cybersecurity and Infrastructure Security Agency

Cybersecurity Best Practices

Recognize and Report Phishing | CISA

Federal Trade Commission:

Phone Scams | Consumer Advice (ftc.gov)

Utilities United:

Utilities United Against Scams – Home

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