On 10 June 2025, I had an appointment scheduled for a water supply activation. At 11:42am, I received a vague text saying the activation was “unsuccessful” — with no explanation provided. I called the hotline at 12pm and was asked for my “good name” (??) and address. The agent had zero answers and was dismissive and unhelpful.
I called again, spoke to a second agent who promised someone would call me back in 5–10 minutes. That call never came.
Meanwhile, I was frantically trying to find my SP account number on their buggy, counterintuitive app. It took 15 minutes just to locate it — why isn’t it shown clearly?
Third call, third agent: finally someone named Augustine explained that PUB had not approved the activation. He “escalated” it, but could do nothing else. Also tried to placate me with meaningless reassurances — which, frankly, only made things worse.
Let’s be clear: water is not a luxury. It’s a basic necessity. The fact that SP’s system makes it this hard to get it turned on is absurd.
Major issues:
• No proper communication about failed appointments
• Hotline is a maze and agents can’t actually help
• The app is terrible and stressful to use
• Promises of follow-ups that never happen
• Zero accountability across the board
Do better, SP Services. This is not acceptable.
