A call from your "electricity provider" or "SP Group": fake discounts, refunds and overdue bills

A call from your "electricity provider" or "SP Group": fake discounts, refunds and overdue bills

"Good afternoon, I'm calling from your electricity provider. You qualify for a special rate that will cut your bill by 30%, I just need to confirm your account details." Or an SMS: "SP Group: your utilities account is overdue. Pay now to avoid disconnection today." Or a friendly offer of a "refund" for overcharging. Calls and messages using the names of SP Group or electricity retailers are a way to collect your personal and banking details, push you into a contract you did not want, or take a payment. The rule: check any offer, bill or refund through the provider's official app or website, which you open yourself, and never give card details or OTPs to a caller.

How does this scam work?

In Singapore, SP Group handles the grid and utilities billing for most households, and through the Open Electricity Market you can choose to buy electricity from a retailer or stay with SP Group. Piped town gas is supplied by City Energy, so the same tricks sometimes use its name. These choices give scammers several disguises:

1. The fake discount. A "retailer" offers a much cheaper plan and asks for your utilities account number, NRIC number and bank or card details to "switch" you.
2. The disconnection threat. An SMS or call says your bill is overdue and your supply will be cut off within hours unless you pay through a link or a transfer.
3. The refund. You are told you were overcharged and are owed money. To "receive" it, you must enter card details and an OTP on a page, or log in to your bank.
4. The door-to-door or phone sales push. Legitimate retailers may market to you, but some sales tactics are aggressive and misleading. A real contract still requires your informed agreement.

How can I tell the call is fake?

• Threats of disconnection within hours and demands for instant payment.
• Payment through an SMS link, PayNow to an individual, gift cards or crypto.
• Requests for OTPs, card CVV or banking logins. No utility needs these by phone.
• A refund that requires you to enter card details.
• The sender is a random mobile number, not the official sender name. Unregistered sender names may show as "Likely-SCAM".
• Pressure to decide on a plan right now, without seeing the terms in writing.
• They cannot tell you your actual account details, or they ask you to "confirm" them.

What do I do during the call?

1. Do not give details. Say you will check your account yourself and hang up.
2. Check your bill in the official SP app or on the SP Group website, or with your retailer's official app, typing the address yourself.
3. If you are interested in a different plan, compare retailers and plans on the Open Electricity Market website and sign up through official channels, after reading the terms.
4. Never pay a utilities bill through a link in an SMS. Use your usual payment method or the official app.
5. Report the number through ScamShield and in the spam numbers directory.

What if I already gave my details or accepted a switch?

1. If you gave card details or an OTP, call your bank immediately on the official number to block the card and review transactions.
2. If you were signed up to a plan you did not want, contact the retailer through its official channels and ask about cancellation in writing. Keep a record of the call and any messages. The Energy Market Authority has consumer information about electricity retail.
3. If you paid a fake bill, check your real account in the official app: your genuine bill is probably still unpaid.
4. If money was lost, make a police report through SPF e-services and follow ScamShield's checklist.

Frequently asked questions

Will SP Group really cut off my electricity without notice? Be wary of any message threatening disconnection within hours and asking you to pay through a link. Check your account in the official app or website, or contact SP Group through the numbers on its website.

A retailer called me with an offer. Is that always a scam? Not always: retailers do market their plans. But never give card details or OTPs on a call, and only sign up after reading the terms through official channels.

Do I have to switch to a retailer? No. Joining the Open Electricity Market is optional, and you can stay with SP Group.

The caller knew my address. Does that mean they are from the company? No. Addresses are easy to find or obtain from data leaks.

In short

Offers, refunds and disconnection threats by phone or SMS should always be checked in the official app or website. Never pay through an SMS link, never give OTPs or card details to a caller, and sign up to plans only after reading the terms. And report the number in the NoCall spam numbers directory.