I think the thing that would have added legitimacy, if true, was where she claims they had the last 4 digits of her account number. These scammers have certainly put a lot of detail together on the target - and it may well all be publicly available information, but the amount of it is pretty wild.

It certainly all falls apart as soon as they ask you to go to a cash kiosk, and one *should* know that cutoff demands like that from a utility are bogus in the first place, but I think our brains do funny things at times when trying to piece together stressful things like this.

I received the same scam here in BC right at a moment when I had paid a bill a day or two late by accident. So when I got a call that starts off with the claim that I'm going to be cut off, it took a second to go from "oh crap!" to "oh ffs", and I like to think I'm extremely on guard for this stuff. I'm the sort of person who likes to waste scammers time when I possibly can. I report every single instance that I can. And yet, this one gave me pause for a moment.