Scottish Power Pay As You Go CREDIT???

TheGMan

Hi All,

As the title says it, I'm writing this post for my Mum who's a pensioner. I happened to glance at one of her gas bills earlier in the year (she said she didn't understand it and passed it to me) and was horrified when I saw she was over £300 in CREDIT. She has a pay as you go meter. Tops up via a card at the local store and puts the card in her meter. It normally shows a balance of around £20/£30 as she keeps it topped up to that level.

I telephoned Scottish Power and after being on the phone for what seemed like an age (30 mins+) raised my concern. I was told that it would be looked into and that she would get a call back with regards to the matter. This never happened so I called again and was told they were still looking into it and she would get a call back.

Fast forward a few months, no call back from SP and she has just got her new bill. £315.96 in CREDIT!

Have just spoken to Scottish Power via Chat.They wouldn't give me much info as I'm not with Mum at the mo. She's in respite after a fall. However what they did say was this:-

Per Alka (agent) from call centre in India (Kolkata)

"On a prepayment meter the top up that you do goes on your meter and not the account hence the balance you see is not true the final balance can be determined when you close the account and your total usage and how much you have topped is generated . Even if there is any credit that can be refunded only when your final bill gets generated. Please get written consent letter from your mother and we will certainly get this checked and assist you accordingly I am really sorry for any inconvenience caused in this regard"

This bill shows her top ups... 2 in May 22 £30 and 3 in June 22 £40. It covers the period 7th May 22 - 17th Jun 22

Is this just nonsense? As I replied to Alka, if the boot was on the other foot and my Mum was in debit £315.96 I bet they wouldn't be refering to this amount as fictitious then. Surely if she is in credit as the bill states she is due a refund? I remember when she used to put 50p in and then it changed to a £1 (before going to card meter) She always got a rebate. I don't know how long the credit has been on her account. Could've been years. Just know it's been there for over 12 months!

Anyone had this before?? TIA