Can a water company call me out of the blue and ask for my bank details to update direct debit?
No. Legitimate utility companies do not cold-call customers asking for full bank details. If you need to update payment details, call the number on your bill or log into your account online.
Last reviewed: 10 June 2026
Explanation
Utility companies do sometimes call customers to discuss accounts, but calls specifically requesting your bank account number, sort code, or full card details are not initiated by genuine providers. If your direct debit needs updating, the provider sends written correspondence or a secure message through your online account, and you make changes through the official portal.
Scammers targeting utility customers often have partial information — they may know your name, address, and which provider you use — which makes the call feel legitimate. They ask for 'verification' of bank details, which they then use to set up fraudulent direct debits or sell the information.
A genuine utility representative calling you can be challenged: tell them you will call back on the official number. A legitimate representative will welcome this. A scammer will try to dissuade you or create urgency to prevent you from taking that step.
If you receive such a call and are uncertain, end the call politely, wait a few minutes, and dial the customer service number on your bill or official website to check whether your account actually needs attention.
Common red flags
- Unsolicited call asking for bank account or card details
- Caller creates urgency by saying your direct debit has failed
- Caller discourages you from calling back on the official number
- Asks for more than the last four digits of your account to 'verify' you
- Call comes from an unknown or withheld number
- Cannot confirm specific account details that match your billing records
What to do now
- End the call and do not provide any bank or card details
- Call your utility provider using the number on your bill
- Check your account portal to see whether any payment issue actually exists
- Report the suspicious call to your utility provider's fraud team
- Report to your national consumer protection or fraud authority
- Consider registering with the Telephone Preference Service to reduce unsolicited calls
Frequently asked questions
How do I safely update my direct debit with a utility company?
Log in to your account on the utility's official website and update payment details there, or call the number on your bill and initiate the change yourself. Never provide details in response to an inbound call.
What if the caller already knows my account number?
Account numbers can be obtained from discarded statements or data breaches. Knowledge of your account number does not verify the caller is from your utility. Call back on the official number to check.