Public Safety – Scam Prevention Tips

Avoid utility scams and be vigilant by following these simple tips.

Criminals are getting more sophisticated in their scam attempts. Scammers will resort to using intimidation tactics and pull information they’ve found publicly available online to make themselves sound more credible.

LG&E and KU will never call and ask for credit or debit card numbers or other personal information.

If you receive a suspicious phone call, text, email or visit demanding payment from someone who claims to be with LG&E, KU or ODP, check your account status before you pay anything or provide additional information. You can check your account balance 24/7 through any of these options:

We work with telephone companies to disconnect numbers associated with scams. We also report fraudulent websites to authorities for removal, including law enforcement and the state attorney general’s office.

Fallen victim to a scam?

If you think you’ve already fallen victim to a scam, immediately report it to your local police department and fill out our online form to make us aware. Your report can help us monitor any new scam tactics being used so we can alert other customers.

Here’s what scammers will attempt compared to how LG&E, KU and ODP do business:

FICTION: What Scammers Will AttemptFACT: What LG&E, KU and ODP Will Actually Do
Tell customers their account is past due and require immediate payment by a prepaid debit/gift card or payment app like Cash App or Venmo through a smart phone.We offer customers a variety of official payment options and we do not make live phone calls to demand payment from our customers. If you are behind in your payments, we offer a variety of payment options. We allow the customer to select the method of payment they prefer. We NEVER require the immediate use of a prepaid debit/gift card or ask you to transfer money by a payment app.
Demand you provide your personal information.We will never contact you and demand your credit or debit card numbers, checking account information, etc.
Require immediate payment or threaten to disconnect your service.We will always send information about your account through U.S. mail, email if you receive a paperless bill and/or your preferred MyNotifications channel if you are signed up to receive text/email/phone notifications about your bill. We will not threaten to disconnect your service but will work to help you find an option that allows you to continue your service if you can’t pay your bill.
Provide a fake account number in hopes you don’t remember or can’t locate your real account number.

Remember, an authorized LG&E, KU or ODP representative will know your account number so don’t hesitate to ask them to verify it for you. When you call us directly we will verify your identity using a variety of methods and only then provide details about your account to you. Customers can also check their billing status any time, day or night:

  • Sign in to your online LG&E, KU or ODP account at my.lge-ku.com.
  • Or, LG&E customers can call 502-589-1444 (800-331-7370 outside Louisville); KU and ODP customers can call 800-981-0600 and press 1-2-1 (Billing and Payment Matters) to use our automated phone system.
Manipulate their caller ID and/or play a recording that sounds like the LG&E, KU and ODP automated customer service system when a victim calls the number provided by a scammer.

Customers should always hang up then go online or call us to verify their account information:

  • Sign in to your online LG&E, KU or ODP account at my.lge-ku.com (My Account).
  • Or, LG&E customers can call 502-589-1444 (800-331-7370 outside Louisville); KU and ODP customers can call 800-981-0600 and press 1-2-1 (Billing and Payment Matters) to use our automated phone system. Both of these options are available 24 hours a day, 7 days a week.
Show up to your home or business unannounced without proper identification and claim to be a representative of LG&E, KU or ODP.There may be times when we legitimately need to access your home or business, but it will never be to collect payment. Our employees and contract partners always have authentic ID badges that include the person’s name and a color photo and are branded with the company’s logos. If you’re ever in doubt about someone’s identity, please call us directly.
Offer to perform a “service check” on equipment in your home or business (e.g. – HVAC system, water heater, fuse box, etc.) to ensure it’s working properly.There may be times we need to legitimately access your home or business, like in the case of a gas reconnection or to read an indoor meter, but we do not perform service checks on appliances. If an individual claims to be an employee or someone working on our behalf and you’re in doubt or have questions, please contact us directly before providing access to your home or business.
Spoof web pages that look like ours (with fake numbers for you to call) and then ask for payment information.We will never take payment information verbally. We encourage you to use My Account, our mobile app, or our automated phone system (LG&E at 502-589-1444 or KU/ODP customers at 800-981-0600 and press 1-2-3) to pay your bill. And you can always check your balance 24/7 via My Account, our mobile app or by calling our automated line (see above) and pressing 1-2-1.
Demand payment for services, such as getting your trees trimmed.We don’t charge our customers for tree trimming services. We will never call and ask for credit or debit card numbers or other personal information.
Provide a fake barcode to pay your bill in cash.The only barcode you can use to pay your bill in cash is the one on the back of your bill stub or the barcode on your LG&E, KU and ODP mobile app.