Phone scams in the energy sector: Enel helps you recognise spoofing

In recent years, telephone scams in the energy sector have increased significantly. In 2024 alone, Enel received 9,000 reports and the data identify 97% of the scams as coming from 'spoof' calls from fake numbers.

But what is spoofing? This is a fraudulent technique that consists of using a fake identity and introducing yourself as a trustworthy interlocutor, with the aim of deceiving customers and gaining access to confidential information and sensitive data. This problem can cause unsolicited activation of offers and services, fraud, and reputational damage, which is why it is important to recognise spoofing and to know how to defend yourself.

What are the most frequent scams in the energy sector?

Spoofing is one of the most frequent scams in the energy sector. According to the European Union Agency for Cybersecurity (ENISA), the energy sector is one of the three most affected by impersonation attacks, and the figures confirm this: in 2023, as much as EUR 140 million was stolen through telephone scams, and there was a 23% increase in social engineering attacks in the utility sector.  To avoid falling victim to phone scams, it is important to know the different ways in which spoofing occurs:

• Fake IDs: fraudsters use software or apps to set a different number from the real one, making the official number of operators such as Enel appear on the display. This ploy exploits the trust that people have in seemingly legitimate numbers and prompts the user to share personal or banking data. 
• Fake technical assistance: in this case, the fraudsters present themselves as customer service or technical department operators, inventing alleged problems with the supply or outstanding bills. In this way they try to gain access to sensitive information or convince the user to change his contract.
• Text scams: messages are sent that appear to come from the energy supplier, often with links to counterfeit sites. The text may refer to supposed refunds, contract updates or urgent notices, leading the victim to click and provide confidential data.

Among telephone scams, a particularly insidious practice is CLI Spoofing. Understanding how it works and the risks involved is crucial to recognising fraud attempts and protecting yourself effectively.

What is CLI Spoofing?

CLI Spoofing (Calling Line Identification Spoofing) is a fraudulent technique through which fraudsters change the caller's telephone number, causing a number other than the real one to appear on the recipient's screen. This practice is unlawful from a regulatory viewpoint, as regulations prohibit the unjustified modification or removal of caller ID.

In recent years, the problem has increased significantly, involving many companies in the energy sector. Enel, in particular, was the target of spoofing attempts by unauthorised external parties. To counter the problem, internal control tools were activated and reports to the relevant authorities were made in an attempt to limit the damage and protect Enel customers.

How does Enel counter spoofing?

Faced with the increase in telephone scams and the phenomenon of spoofing, Enel Energia is in the front line to protect consumers, boosting its commitment to combat all forms of phone scamming through concrete initiatives. The Security Unit is continuously working on the reports and complaints that are received daily. From prevention, to collaboration with institutional authorities, to information on official digital channels and in stores, Enel Energia is committed to ensuring the safety of its customers.

Prevention

Prevention is the first and most effective defence against fraud. Enel has implemented a series of preventive actions designed to recognise, block and minimise the risk of fraudulent contacts. Among the initiatives put in place

• Mapping of all cases of fraudulent calls;
• Our calls are only made from recognisable and re-contactable landline numbers, and are preceded by prior communication to customers by text.
• Web page "Check who called you" where you can check whether the number who contacted you belongs to the official Enel Energia channels;
• Check and control of applications, roles and authorisations that give access to the customer's telephone number. 
• Request for cooperation with institutions such as Acquirente Unico and ARERA to minimise flows containing the customer's telephone number. 
• Targeted communication to customers using official channels such as email, text, and billing.

Institutional Actions

Enel actively cooperates with companies, institutional bodies and associations in various ways to protect the safety of its customers, in particular:

• It is part of the AGCOM technical table for blocking of non-callable numbers. With Resolution 106/25/CONS, two implementation steps were identified: by August, all calls from geographic and non-geographic land lines (e.g. call centres) will be blocked, while by November, calls from mobile numbers (more complex because of roaming calls) should be blocked. In addition, AGCOM undertakes to constantly monitor the development of the problem.
• It collaborates with others in the sector, for joint actions against fraud and “energy tourism” (a phenomenon that occurs when consumers do not pay their bills for the services they use and then decide to change company before the distributor disconnects the supply).
• It interfaces with institutional stakeholders and associations, such as Elettricità Futura, to raise awareness of the urgency of the problem.

Enel Energia's social campaign to understand the problem in an engaging way and to learn how to combat it

Information plays a key role in the fight against telephone scams. Knowing the risks, knowing how fraudsters operate and learning to recognise the warning signs enables consumers to protect themselves consciously. 

This is why Enel, together with the relevant institutions, invests in initiatives to raise awareness and transparency, so that every customer is put in a position to defend himself and act with confidence. In this context, the new campaign 'Fraud at First Sight', which, with the participation of Carlo Lucarelli, an important figure on the Italian crime scene, aims to help consumers to unmask scams, recognise suspicious elements, and learn how to defend themselves. Follow our social media to make sure you don't miss any of the episodes of the campaign.

An important contribution to raising awareness on the issue is also made by the initiative Enel Energy Bar, designed to transform Enel Spaces into real places for meeting, dialogue and discovery. In particular, starting in October 2025, information sessions on the subject of fraud will be organised in some Enel shops in cooperation with the police.

Remember that every scam leaves a trace, but with our tips you can recognise it and protect yourself. For more information and to learn more about all the initiatives offered by Enel against scams, visit enel.it and follow us on our social networks.