I’ve been a loyal M1 customer for…
I’ve been a loyal M1 customer for years, with both home fibre broadband and mobile plans. In October 2022, I moved to a new HDB flat, updated my NRIC, and recontracted my broadband with M1 at the new address. But M1 continued charging me for the old fibre line — silently — for nearly 3 years. Their monthly email notifications showed only a lump sum, with no service address, no plan name, no indication I was being charged for duplicate plans. It was only in 2025, after manually checking my AXS receipts, that I discovered I had paid over S$2,600 for a second service I didn’t use. In contrast, SP Group emails clearly show the service address, usage data, and prompt users to review bills — a basic transparency standard M1 completely lacks. I’ve since: Filed a formal complaint with IMDA Raised the issue at a Meet-the-People Session Switched my mobile line away from M1 And filed a police report due to the scale and duration of the overcharging M1’s internal systems failed, their emails withheld key billing information, and their staff never flagged the duplication. If you’re with M1 — check your bills closely. Their system won’t protect you.