Scottish Power customer 'threatened' with debt collectors over £48 bill he did not owe

Alan Thomas with his final demand for a non-existent electricity account
-Credit: (Image: Alan Thomas)


An energy customer who has suffered with anxiety said he was threatened with debt collectors over a bill he did not owe. Alan Thomas said Scottish Power demanded £48.63 for his single fuel account which he said was closed on April 29 in credit before he switched to a dual fuel version the next day.

The 46-year-old said representatives from the company who said it was an "error". But benefits advisor said he had still been passed between its complaints, recovery and customer service departments, culminating in a "threatening" letter on August 27.

He said: "I'm not happy with them, I've an anxiety condition and it's distressing. I know I don't owe the money. Why are they incapable of sorting it out?

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"I've had the same supplier since 2021. They had given me two separate fuel accounts instead of one.

"They rectified it, closed both and opened a dual fuel account. The account was clear and in credit. They refunded me £48.63, the account had a credit of zero but they are pursuing me for a non-existent debt of £48.63.

"Since then, I have emailed and called them and every person said the account was clear and it was a fault on the system. But I have had progressively-more threatening emails, texts and it culminated in a letter saying the debt collectors were going to come round."

Scottish Power said: “In June, we requested a payment from Mr Thomas that he did not owe, and then proceeded to chase for this payment when it was left unpaid. This was due to a system error for which we apologise and take full responsibility.

"We have now cleared the balance on Mr Thomas’ account, confirmed there’s no impact to his credit score and will be issuing a payment of goodwill as an apology”.