How to protect yourself from fraud

Being aware of potential threats is the first step in protecting yourself against fraud. Here are our tips and advice on how to keep safe

Latest news on scams 20/06/2022

As you know the number of targeted scams recently is extremely high. We've had a notification from Ofgem this week that there have been a high number of incidents raised with Action Fraud from customers receiving scam emails and text messages claiming to offer customers access to the Energy Bill Rebate.

See an example here of the email or text message.

If you've received one of these please don't click on any links, delete the email or message and report it. If you think your details have been compromised please report it.

Report internet scams and phishing - GOV.UK

Helping to protect our customers

EDF takes fraud and crime seriously. We’ve put together this information to help protect yourself from criminals who falsely claim to be from EDF to trick you into making a payment or providing personal information.

Reporting fraud

If you've been a victim of fraud or a phishing scam email then report it to Action Fraud.

Help and advice on how to know it's EDF contacting you

Phone calls

WE may need to call you occasionally to discuss your energy account. We'll always identify ourselves and will ask you a couple of security questions to verify we're speaking to the right person. We'll always call you from one of the numbers listed here.

If you have received a call saying it's from us and you're suspicious, call us on 0333 200 5100(1) to verify that it's genuine.

Text messages and WhatsApp

We may send you reminders about meter readings or payments by text message or WhatsApp. These messages will be sent from one of the numbers listed here.

We also allow our customers to start a conversation with us via text message or WhatsApp. Any correspondence via WhatsApp will always show our logo verified with a green tick, just like the image below.

EDF WhatsApp verification tick

Emails

Occasionally we'll contact you by email or letter. All our emails will come from an email address ending in

  • @edfenergy.com

  • @email.edfenergy.com

  • @securepay.edfenergy.com

  • @digitalemail.edfenergy.com


We'll never send you an email from free email services like @gmail.com or @hotmail.com.

If you believe you've received a phishing email falsely claiming to be from EDF, do not click any of the links, open the attachments or reply to it. Forward the email to phishing@edfenergy.com.  If possible, please send the original email to us as an attachment.

Signing  up for MyAccount will allow you to check and update your account yourself rather than running the risk of being tricked by a scam email.

If you receive a suspicious email claiming to be from EDF asking you to update your personal or payment details, don’t use the link in the email to log into your account – log in to your account or download the EDF app onto your phone.

If you receive an email you weren’t expecting telling you that you need to make a payment to EDF, you can verify the amount due by logging into your account via the website or app. If you need support from customer services, the best way is through our online Live Chat function which is available 24 hours a day.

Some general advice about dealing with scam emails is below.

Visits to your home

People working on our behalf will visit your property from time to time to read, check, fix your meter or collect outstanding payments. Meters are read on our behalf by Morrison Data Services (MDS).  To verify the identity of a meter reader, please call 0191 201 3791. For all other visitors claiming to be from EDF call, please call us on 0333 200 5100(1).

We also have other partners who may visit you on our behalf. A password can be set up for you, which the visitor will have to provide before you let them in. Our smart meter installers will usually contact you before they arrive.

Worried about phishing scam emails?

Phishing is a method that fraudsters use to obtain personal information from you, with the intention of using it for illegal purposes. Phishing emails are designed to look like they're from a legitimate source in order to convince you to hand over personal information or make a payment. To improve your online security and avoid falling foul of phishing scams, we've put some information on how to recogise them and what action you can take.

People

Make sure the sender is trustworthy

Be suspicious of emails from unknown senders, and remember they could pose as someone from a trusted company to make it more likely that you’ll respond to their request.

EDF like most companies will use their own email domain (e.g.'@edfenergy.com). Large companies will not contact you from free email services like '@googlemail' or '@hotmail.com'. Pay close attention to misspellings in the sender's email address (e.g.@edfeneryy.com). These are designed to trick you into believing they are from the real company.

Speech bubble

Check the greeting

Generic greetings such as 'Dear Customer' or 'Dear <@ your email address>' are a strong indication of phishing attempts. However, be aware that specific greetings don’t mean the email is safe. Attackers can find out your name or other personal information in order to create a more convincing lure, known as spear phishing.

Letter

Check the subject line

If the subject line seems unusual, requests information, offers a reward or threatens consequences, this is probably an attempted phishing scam email or spam. Ignore it unless you’re certain you know who it’s from.

Look up

Examine the message

If there are any spelling mistakes, typos or poor grammar, it's likely to be a phishing email.

Paper clip

Don't open attachments until you know it's genuine

Be wary of instructions to open an attachment or link within the email. Only open these if you’re sure the sender and email are genuine.

Top tips to stay safe

  1. Check the sender email address
  2. Never give out personal information
  3. Report the phishing scam email to the organisation it's supposedly from
  4. Don’t open attachments or click on any links from unknown sources

For more information about online security, visit Get Safe Online or contact Citizens Advice