- How to Pay Your Bill
- Understanding Your Bill
- Fraud Prevention
- Customer Newsletters
- Rates & Regulations
- Payment Assistance
Report Suspicious Activity
If you experience fraudulent activity, please report it to us. Report fraud
Scammers are taking advantage of customers during the coronavirus pandemic. If you experience fraudulent activity, please report it to us.
Don't Get Scammed
Scammers are ramping up efforts during the COVID-19 pandemic. Hawaiian Electric’s collections efforts are currently suspended and no one’s service is being shut off for nonpayment. Collections notices will resume after March 31, 2021. Don’t become a victim!
|What we DO||What we DON’T do|
|Extend courtesy phone call(s) to customers in arrears||Call and threaten immediate disconnection if payment isn’t made|
|Mail payment reminders to households or business||Send disconnection notices via text|
|Email notifications to urge payment of past due balance||Demand payment information via email|
|Disconnection notices/letters provide:
*Minimum of five days for customers to make payment
*Total amount due and past due balance
|Without prior written notice, demand immediate payment and threaten to shut off electricity within the hour|
|Leave door hanger reminder at customer’s business or residence||Go door-to-door collecting past due balances from customers|
|Provide available payment methods||Demand immediate payment over the phone, via money transfer, prepaid debit cards or by Bitcoin|
Fraud Prevention Tips
We want you to know about a variety of alarming scams targeting our customers so that you can better protect yourself against fraud.
Scammers are growing increasingly sophisticated and use high-pressure tactics to extort money. It's very important that you do not provide personal, confidential, or financial information to unknown individuals. Don't be rushed if someone demands immediate payment. And always ask the person calling or visiting to provide you with your account number, last payment amount and his/her name.
If you have any doubt about a call, email, or visit from someone claiming to represent Hawaiian Electric, call our Customer Service Center. We care about your safety and security and can confirm whether the contact is legitimate.
Email Phishing Scam
This online fraud involves scammers sending email asking customers to pay their utility bills online via a link to a false website. While we do send email to our online customers, our email always has our logo and the email links to our website: https://eservice.heco.com. (You can pass your mouse pointer over a link to see its destination before clicking on it.)
Money Transfer or Prepaid Card Phone Scam
This scam often targets small commercial businesses in an attempt to collect payments. Customers receive a telephone call threatening immediate disconnection unless they pay their utility bills by making a money transfer or cash express payment via a bill payment machine at a retail establishment.
In some reported cases, customers’ telephone caller IDs showed the calls were from Hawaiian Electric. These calls were not made by Hawaiian Electric. The scammers used commercially available technology to simulate our legitimate caller ID.
Please note that MoneyGram, Green Dot MoneyPak, and Bitcoin, are not acceptable methods of paying electric bills. Our approved third-party payment agent is Western Union.
If you receive a call from someone demanding immediate payment of your electric bill, do not provide any information about your account. Ask for the individual’s name and phone number, and say you will call back. Call our Customer Service Center to report the call.
Utility Impersonators Scam
This scam involves individuals posing as Hawaiian Electric employees on a service call to inspect electric outlets in our customers’ homes. Once inside, the impostors commit a robbery.
Hawaiian Electric employees will not show up unannounced to inspect equipment inside your home. If you feel uncertain and want to confirm that Hawaiian Electric employees are visiting your home or business, call our Customer Service Center. Also, ask for proper identification if approached by individuals who claim they are from Hawaiian Electric. Hawaiian Electric employees and contractors working for Hawaiian Electric will always present their identification.
How to Protect Yourself
Tips to protect yourself from being a victim of these scams
- Your best defense is to exercise caution.
- Don't provide personal, confidential, or financial information—including billing information—to any unidentified individuals.
- Don't be afraid to ask questions. Get the caller's name, phone number, and company name, and offer to call back after you have verified the information.
- If you have any doubt if a call, email, or visit from someone claiming to represent Hawaiian Electric is legitimate, please call our Customer Service Center.
- If you have made a payment, do not call an 800 number to provide the confirmation number or to report it. Instead, call our Customer Service Center.
- Report any suspicious activity to police.
- Hawaiian Electric employees would not direct you to make a payment at any location other than through our approved payment locations and methods.