A call from your "electricity or gas supplier": fake discounts, refunds and switches

A call from your "electricity or gas supplier": fake discounts, refunds and switches

"Hello, I'm calling from your electricity supplier. Prices are going up next month, but if you confirm a few details now we can keep you on your current rate." Or: "You're owed a refund on your energy bill, we just need your bank details to pay it." Or an offer that sounds too good: a big discount if you switch "today". The caller may claim to be from Electric Ireland, Bord Gáis Energy, SSE Airtricity, Energia, Flogas or "the electricity network". Some of these calls are aggressive sales tactics; others are outright fraud. In both cases, what they want are your details: your meter point number, your account details or your bank details.

How does this scam work?

• The fake "price rise" call. They say your rate is about to go up and offer to "lock in" a better one. In reality, they're signing you up with a different supplier, sometimes on worse terms.
• The fake refund or energy credit. They say you're owed money (an overcharge, a government credit, a "rebate") and ask for your card or bank details to pay it. Instead, they use them to take money.
• The "you'll be cut off" call. They say you have an unpaid bill and will be disconnected today unless you pay by card over the phone.
• The fake "network" or "meter" visit. A call to arrange a visit to "check" or "replace" your meter, which can be cover for getting into your home.

The details they look for most are your MPRN (the electricity meter point reference number on your bill), your GPRN (the gas equivalent), your name, address, account number and bank details. With those, they can try to switch you or commit fraud.

How can I tell the call is fake?

• They rang you, without you asking for anything.
• They're vague about who they are: "your electricity company" rather than a specific supplier, or they won't give a callback number you can check.
• They ask for your MPRN, GPRN, IBAN or card details "to confirm your identity" or "to process the discount".
• They push you to decide right now: "the offer ends today".
• They threaten disconnection today unless you pay by phone.
• They offer refunds or credits that require your bank or card details.
• They want to visit without any letter or prior notice from your supplier.

What do I do during the call?

1. Don't confirm any details. Not your MPRN or GPRN, your account number or your bank details.
2. Ask who's calling, from which company, and why. Note the name and number.
3. Hang up and ring your supplier yourself, on the number on your bill or in its app. Ask whether there's really a price change, a refund or a debt.
4. Don't accept anything over the phone. If you're interested in switching, compare offers calmly and sign up through the supplier's official channel.
5. If someone calls to your door claiming to be from your supplier or the network, ask for ID and ring the company on its official number before letting them in. If you feel threatened, call 999 or 112.
6. Report the number in the spam numbers directory.

What if I already gave my details or accepted the switch?

• If you've been switched to another supplier without real consent: contact your current supplier immediately, then the new company in writing, saying you didn't agree to the switch and asking for proof of consent. Contracts made by phone generally come with a cooling-off period (usually 14 days) during which you can cancel.
• If they keep you on a contract you didn't agree to: use the supplier's complaints process. If it doesn't resolve it, you can complain to the Commission for Regulation of Utilities (CRU), the energy regulator.
• If you gave bank or card details: ring your bank on its official number, block the card if needed, and watch for unusual direct debits or payments. You can ask your bank to cancel a direct debit you didn't authorise.
• If you paid a "debt" or "fee" by phone: tell your bank immediately and report it to the Gardaí at your local Garda station.
• Keep everything: the number, the time, the name used, any emails or letters you received afterwards.

Frequently asked questions

Do energy suppliers ever ring customers? Yes, sometimes, especially for sales. But a genuine supplier won't threaten to cut you off today unless you pay by card over the phone, and you can always hang up and ring them back on the official number to check.

Is it dangerous to give my MPRN? On its own it isn't secret (it's on every bill), but combined with your name and address it can be used to switch your supplier. Only give it when you've chosen to switch through an official channel.

I was offered an energy credit by phone. Is it real? Government energy credits, when they have existed, have been applied directly to electricity accounts, without you needing to give bank details over the phone. Be very wary of anyone asking for your details to "pay" a credit.

How do I compare offers safely? Use the suppliers' official websites or recognised price comparison sites, and sign up yourself. The CCPC's phishing guide explains how fake calls like these work.

In short

A call from your "supplier" that offers discounts, refunds or threatens disconnection is a reason to be careful, not to act. Don't confirm your MPRN, GPRN or bank details; hang up and ring the official number on your bill. If you've been switched without consent, complain in writing, cancel within the cooling-off period and escalate to the CRU if needed. And report the number in the NoCall spam numbers directory.