Learn How to Avoid Potential Scams

Scammers disguising themselves as PWP employees are attempting to extort money from commercial and residential customers, threatening to shut off service unless a payment is made immediately over the phone.

Recent Fraud Attempts: Customers have reported that scammers contacted them from (800) 309-0160 and (800) 401-1996 and directed them to pay a large bill within 30 minutes or face shut off.

Customers have reported that scammers are using spoofing technology to make PWP's Customer Service number, 626.744.4005, appear on customers' Caller ID

PWP does not notify customers of their account status by phone. PWP will NOT do the following:

  • Demand payment over the phone to settle past due charges
  • Instruct you to obtain prepaid gift cards or conduct wire transfers
  • Arrange to meet with you in-person to obtain payment

Customers with delinquent accounts will receive a "Final Notice" and "Disconnect Notice" from PWP by U.S. Mail notifying them of their account status. These notices will include a final due date for payment before services are eligible for disconnection.

PWP accepts the following payment options:

  • In person at windows 7, 8 and 9 located in City of Pasadena Municipal Services Payment Center at City Hall
  • On the PWP website through the secure Self Service online payment option
  • By mail with a check, cashier's check or money order
  • Automatic debit payments through our Direct Debit program
  • Through the Self Service automated phone system

If you are instructed to pay outside of the payment options listed above, it is a scam. If you have any concerns about your account, please call PWP at 626.744.4005.

The best way to avoid potential scams is by learning how to tell the difference between PWP employees and scammers. Visit our Fraud Protection page for information on how to spot a scam and what to do if you're a victim.