Fraud Attempts: How to Protect Yourself

E.L.K. Energy Inc. is warning customers to be on the lookout for online, over-the-phone, and in-person fraud attempts. There have been reports of communications falsely claiming to be from E.L.K. Energy, demanding customer payment or requesting personal information.

If you receive a communication that seems suspicious, please do not provide any personal information.

To help you identify common fraud tactics, please refer to the chart below to recognize the difference between an E.L.K. Energy representative and a potential fraud attempt: 

What E.L.K. Energy Will Do                            What E.L.K. Energy Will Not Do                      
E.L.K. Energy will advise of an overdue balance:

The following overdue notices will be sent to the mailing address on file: 

  • A Past Due Notice, 3 days past the payment due date
  • A Disconnection Notice, 14 days past the payment due date
  • E.L.K. Energy will place a final 48-hour Disconnection Notice call to the number on file 32 days past the payment due date
E.L.K. Energy will not threaten disconnection or demand payment without notice:
  • No payments will be collected at your home or business
  • Banking information will never be requested over the phone 

E.L.K. Energy will alert customers whose services are at risk of disconnection for overdue account balance by providing notices that follow regulations set by the Ontario Energy Board.

E.L.K. Energy will call customers during hours of operation (open to see exceptions):

E.L.K. Energy may contact customers outside of regular business hours. 

 

Customers are contacted during business hours between 9:00 a.m. and 4:00 p.m. Monday through Friday.

 

Customers may receive auto-dialer calls about planned outages outside this timeframe. 

E.L.K. Energy will not call outside regular business hours (open to see exceptions):

E.L.K. Energy may contact customers outside of regular business hours. 

 

NEVER call the phone numbers provided in an email or voicemail. Instead, call E.L.K. Energy directly 519-776-5291.

 

Customers are contracted to advise of an overdue account status between 9:00 a.m. and 4:00 p.m. Monday through Friday. 

E.L.K. Energy will verify your identity on the phone by asking you to: 

Confirm that you are the authorized person through the account information on file. 

E.L.K. Energy will not ask the following questions to verify your account/identity:
  • Social Insurance Number
  • Credit Card Number
  • Banking Information 

If any of the above information is requested, contact your local police service and E.L.K. Energy to report a fraud attempt.

E.L.K. Energy will accept payment via:
  • Credit card payment via the automated system Paymentus, available at 1-877-479-3227
  • Pre-authorized payment plan (chequing or saving account only)
  • Telephone and internet banking through your financial institution
  • Directly at the bank through your financial institution 

Refer to the information on your bill or MyAccount to verify your account balance and bill due date. 

E.L.K. Energy will not accept payment via: 
  • Gift cards or prepaid credit card payments
  • Any cryptocurrency or through cryptocurrency machines
  • Local retailers, e.g. convenience stores
  • Credit card payment for pre-authorized payments
  • Credit card payments with a live agent
  • Interac e-transfer
  • E.L.K. Energy employees will not accept payment in the field
  • E.L.K. Energy will NEVER ask for your credit card number over the phone 

If someone comes to your home or place of business claiming to be an E.L.K. Energy employee and you are in doubt, call E.L.K. Energy to verify at 519-776-5291. E.L.K. Energy employees will not demand fees to be paid onsite. 

E.L.K. Energy will post on the following social media accounts
E.L.K. Energy will not post or message from a secondary account on social media: 

E.L.K. Energy will NEVER initiate a direct message to a customer through social media for any reason - including promotions, late payments, account details, etc. 

Do not click or open any messages or links sent to you from a "secondary" E.L.K. Energy account. 

E.L.K. Energy did not post the information nor endorse the program or content. 

E.L.K. Energy reminds customers to be careful about online offers. When in doubt, visit our website, www.elkenergy.com , email us at customer.service@elkenergy.com or call us at 519-776-5291 to verify calls, programs, or offers. 

Customers who receive suspicious calls should phone their local police authority and E.L.K. Energy to report a fraud attempt. 

Will E.L.K. Energy state an account balance over the phone?
  • E.L.K. Energy's automated outbound calling service does not provide a balance; it is a general message.
  • E.L.K. Energy's customer service representatives may provide you with an account balance after account verification.
  • Refer to your bill or MyAccount to verify your account balance and bill due date. 

E.L.K. Energy encourages customers to be vigilant against scam attempts by following these tips: 

  • Remember, scam artists will develop elaborate schemes to defraud the public
  • If someone comes to your home and if in doubt, call E.L.K. Energy to verify at 519-776-5291.
  • Avoid calling phone numbers from emails or voicemails. Instead, call E.L.K. Energy directly at 519-776-5291.
  • Never make a payment for a charge that isn’t listed on your most recent bill or an E.L.K. Energy notice received
  • Never share personal information about your bills or finances with a stranger
  • If you feel unsafe, call your local police services or 911