Gener8eco ✓ ACRA Verified

Jayne Lim ★☆☆☆☆

a month ago

I have been with Geneco since 2024. On 24 Feb 2026, I called to inform them that I will be moving out of my current residence on 20 March 2026 and needed to transfer my electricity account to my new address. I was very clear about my move-out date. I do not understand how “I am moving out on 20 March 2026” was interpreted as “I will still require electricity at my current place after 20 March 2026.” Without properly clarifying my situation, Geneco proceeded to apply to transfer my account back to SP Services. I only discovered this through an email notification. They can still argue that they “mentioned” it would be transferred back to SP Services during the call — but if that had truly been made clear to me, and knowing that I was moving out by 20 March 2026, why would it make any sense for me to agree to set the transfer date on 20 March? That would effectively mean I continue being responsible beyond my move-out date. The logic simply does not add up. When I questioned this, I was told that the incoming party would apply for SP Services and that their application would automatically terminate my SP account. This assumption is extremely concerning. What happens if the incoming party delays their application? Who bears the cost if electricity continues to be consumed under my name? When I asked this directly, no one could provide a clear answer. The experience felt like speaking to someone who was operating purely off a checklist. If your situation fits their script, they have a standard response. If it doesn’t, they are unable to process the nuance. It is not a hearing issue — it is a comprehension issue. In a follow-up call, I clearly explained: If Geneco can fully terminate my electricity account on 20 March without transferring it back to SP, then I do not require early termination for the purpose of transferring to SP. Despite this, the representative repeatedly pushed the early termination narrative without addressing the actual question. It was as though the concept could not be registered. I even posed a practical scenario: If the account is transferred back to SP on 20 March (a Friday), and 21 March is a holiday, is it realistic to expect same-day termination processing? This basic operational question could not be answered meaningfully. After reading other reviews, I am alarmed to see similar feedback about customer service comprehension issues. This suggests a systemic training or process problem, not an isolated incident. Geneco seriously needs to review their staff training and escalation protocols. Customers should not have to fight to ensure their accounts are handled correctly — especially when it concerns utilities and potential financial liability. If you are someone who is permanently staying put and never changing provider or moving house, perhaps you may never encounter these issues. But if you foresee any changes to your residential address or account arrangements, and unless you enjoy navigating circular conversations and assumptions, a word of caution — think twice before signing up. Proceed with caution if you value clear communication, logical processing, and accountability.

Sharon Tan ★☆☆☆☆

2 months ago

I called on 20 Nov at 2.52pm to inform Geneco that I will be moving house, after a good back and forth with the hotline staff, the auntie clearly did not get my needs and kept asking me where would my account be transferred to for my old house ( HOW THE HELL WOULD I KNOW? I WILL NO LONGER BE THE OWNER OF THAT PROPERTY???!!), so I got annoyed and decided to TERMINATE my account, I was informed of the termination fees and informed that it can only be done 3 working days later, 2 months later, I am still receiving bills for my old house and my account is still not terminated, the call centre hotline is not being picked up and neither was the chatbot helpful? I will not be paying for these bills Geneco, please wake up and hire proper service hotline staff. This action of continuous billing after cancellation is not acceptable.

lm__ ★☆☆☆☆

a month ago

Do not ever sign up with geneco for your own sanity. It was super FRUSTRATING dealing with geneco. My account was automatically terminated after I missed my payment, and I was immediately charged an early termination fee of $130 for an account I did not terminate. Once I realised what happened, I promptly made the outstanding payments and tried to get my account reinstated. For more than two weeks, I had been calling repeatedly, but the officers I talked to were unable to provide clear guidance or meaningful assistance. I was passed around without any proper resolution call after call. I also attempted to reapply through the website but my application was blocked by the system. There was no clear explanation or support on how to fix it. Despite my efforts to resolve the matter, I continued receiving reminders to pay the early termination fee. It felt like there was no genuine attempt to help a customer who was trying to make things right. Very stressful and disappointing experience dealing with them!!! Wish I could give them negative stars

Arun Karthikeyan ★☆☆☆☆

a month ago

Very disappointed with Geneco. I have been using Geneco from August 2021 to February 2026. About three and a half years. I always paid my bills on time. Before signing up, I clearly told the salesperson that my home was a rental. First for 18 months and later renewed for 2 years. I also told her that I could never complete a full 12 month contract. She assured me that after the first 12 months, I could terminate anytime and only pay a small processing fee of 5 dollars plus GST. When I contacted customer service on 3 February 2026 to terminate my account because my rental ended, I was told I must pay 121.35 dollars. They said it was early termination and it could not be waived. This was not what was promised to me at sign up. This is also not a case of switching to another provider. My tenancy simply ended. After being a loyal customer for many years, this treatment feels unfair and misleading. I do not recommend Geneco based on my experience.

Tey Tai Fong ★☆☆☆☆

4 months ago

Customer service is bad and can even argue with you. What happened was, they did not explain clearly about termination and relocation conditions, and how the security deposit manage between 2 different address. I've patiently listen, but they are not detailed enough to even explained to me by phone, and i had to break up into different steps/scenario with them, to finally understand how they manage the security deposit. This is still a business afterall, yet they cannot explain details carefully. In summary, security deposit will be offset in next bill, meaning, u could never get it back at all. Moreover, they tied you to the contract and auto-renew. This is an essential services, not same like mobile phone contract, but they treat as one, which is ridiculous. Yet they expect you to email them timely, otherwise, this is your own fault for not informing them in time, as always. I had been using other service provider like Senoko, and they are more clearer in services. I rather people change to other service provider than Geneco, which obviously score a 2.0 Google rating for a reason. You can see how their customer service trying to defend themselves even when they got such low rating.