![\"Lisa](\"https:\/\/www.europesays.com\/uk\/wp-content\/uploads\/2025\/04\/1_IMG_8757jpeg.jpg\")
Lisa was confused as to why she was being charged as a credit customer when she used a key to top up.\n(Image: Edinburgh Live)<\/p>\n
Lisa Thompson received an apology after being charged nearly \u00a38,000 in a billing blunder.Lisa was confused as to why she was being charged as a credit customer when she used a key to top up.
\n(Image: Edinburgh Live)<\/p>\n
Scottish Power has apologised after slapping a stressed Edinburgh mum with a bill for nearly \u00a38,000 in a billing<\/a> blunder.<\/p>\n Lisa Thompson, a primary carer and stay at home mum for her autistic son and eldest boy who lives with type one diabetes and autism, was horrified when she received the \u00a37,818.35 bill<\/a> after experiencing an issue with her top up key.<\/p>\n After a number of bills didn’t arrive and several email exchanges and calls, the 29-year-old claims she was threatened with a credit default with the energy provider demanding the full amount be repaid, reports Edinburgh Live.<\/a><\/p>\n Scottish Power<\/a> have since acknowledged the error and have agreed to fix the issue. She said: “The issue started a few years ago. I spoke to Scottish Power to try to get it resolved and for a while the letters stopped but then I was surprised to hear the debt was still there.<\/p>\n \u201cI\u2019d called on March 11 to sort out a problem with my key<\/a> as it was being rejected at every shop and I was down to just \u00a34. The key was a problem as my eldest son is diabetic and he needs all of his devices to be charged.<\/p>\n \u201cNot only that but we would also not be able to do the basics<\/a> like cooking our dinner. My boys both have autism and can be very particular about what they eat, my youngest was very stressed at the thought of the power cutting out on us.<\/p>\n \u201cI called them up and before I could even raise the issue<\/a> of the key, the debt was brought up. I explained to them I do not pay for my electricity by credit and I use a key. They assured me my electricity would not be cut off but they kept referring to me as a credit customer.<\/p>\n \u201cI decided to call back the next day as my key issue had not been resolved but I was met with attitude. Their only concern<\/a> seemed to be the debt that does not belong to me.<\/p>\n \u201cI was getting very frustrated<\/a> as the electricity was close to cutting out and I felt I wasn\u2019t being helped. I was asked to provide a picture of my serial number on my meter and was also asked for meter readings.<\/p>\n \u201cThat is when I realised my serial number on my meter did not match what they had on the system<\/a>.\u201d<\/p>\n Scottish Power <\/a>sent Lisa through to another team but she was cut off. When she called back she was unable to get assistance as the address she gave for her security question did not match their records.<\/p>\n Eventually the family were sent a replacement key. However their electricity<\/a> ran out just two hours before the new top up key arrived.<\/p>\n Lisa continued to chase Scottish Power about the debt but again ran into issues<\/a> around her address and serial number. This is when the mum-of-two realised she was being sent the wrong bill and there had been a mix up.<\/p>\n \u201cI reached out to them and at first I thought it was resolved but it turned out the debt<\/a> was still there and it had gone up,\u201d she said. \u201cIt was like the previous calls had not happened.<\/p>\n \u201cThey threatened to put a credit default on my account which would last up to six years and they had given me 28 days from March 21 to pay them the debt<\/a> despite them knowing the details were incorrect.<\/p>\n \u201cI feel they weren\u2019t listening to me, and if I had been younger then I might not have spoken out and agreed to pay them back bit by bit even though I couldn\u2019t afford it. I have been extremely stressed<\/a> out by this.\u201d<\/p>\n Scottish Power contacted Lisa and acknowledged their error. They have agreed to rectify the situation<\/a> and have offered a goodwill payment for the stress caused.<\/p>\n \u201cI\u2019ve been waking up every morning and thinking, have I done something wrong?,\u201d Lisa continued. \u201cI worried<\/a> I was never going to be able to resolve the issue and I\u2019d been backed into a corner, forced to pay back money I didn\u2019t owe.<\/p>\n \u201cI could never have paid this back. It’s an extremely large amount of money that I don’t think many people have just lying around. I just wanted this resolved<\/a>, I didn\u2019t ask for any compensation. I\u2019m relieved they finally ended the credit default threat and the letters.<\/p>\n \u201cI hope they take a good long hard look at this and make sure they don’t make the same mistake<\/a> with anyone else.\u201d<\/p>\n Get the latest news sent straight to your messages by joining our WhatsApp community today.<\/p>\n You’ll receive daily updates on breaking news as well as the top headlines across Scotland.<\/p>\n No one will be able to see who is signed up and no one can send messages except the Daily Record team.<\/p>\n All you have to do is click here if you’re on mobile<\/strong><\/a>, select ‘Join Community’ and you’re in!<\/p>\n If you’re on a desktop, simply scan the QR code above with your phone and click ‘Join Community’.<\/p>\n We also treat our community members to special offers, promotions, and adverts from us and our partners. If you don\u2019t like our community, you can check out any time you like.<\/p>\n To leave our community click on the name at the top of your screen and choose ‘exit group’.<\/p>\n If you\u2019re curious, you can read our Privacy Notice.<\/a><\/p>\n A ScottishPower spokesperson said: “We\u2019re sorry for the issues<\/a> experienced by Ms Thompson and are currently working to resolve these. We can see she has been incorrectly billed as a credit customer, while making her top-up payments, and we\u2019re working to ensure all payments are correctly allocated to her account and the meter and address details are correctly aligned.<\/p>\n![\"The](\"https:\/\/www.europesays.com\/uk\/wp-content\/uploads\/2025\/04\/1_imageedit_468_5052401545.png\")
The bill Lisa received.
\n(Image: Edinburgh Live)<\/p>\n![\"\"](\"https:\/\/www.europesays.com\/uk\/wp-content\/uploads\/2025\/04\/0_WACOMMUNITYQR2.png\")
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