Scottish Power Incorrect Billing Dispute

Maiapraia

I have a prepayment meter with Scottish Power. All was fine until around 18 months ago, when there was a power cut and they had to replace the meter, which I continued to “top up” as normal. Around 9 months later, I received a statement of account, saying I owed over £2.7k (in addition to the £360 I’d already topped up)! I raised my concerns with them to no avail (they agreed there seemed to be an issue with the meter, but did not suggest any resolution to the problem). I escalated through the energy ombudsman, who has now ruled that they should install a new meter to compare usage to the billing and pay me a gesture of goodwill. They have appealed that decision. Meantime, I have had no further statement of account (the £2.7k “debt” was sent to me in August 2024), so presumably continue to rack up alleged debt. I live on my own in a two-bedroom flat, and electricity is not my source of power for hot water or heating. Furthermore, I travel a lot, so my home is actually unoccupied for around 1/4 of the year. 

Scottish Power have now sent me a new pre-payment key that they want me to use with a new account number that they have backdated to November 2023. I have called to ask why and what the terms of the new account are, but they cannot tell me, other than to say it looks like some “work has been going on at the back end” and someone will
call me back. Two weeks later, no call back.
im at my wits end and dont know where to go with this.  Any ideas / suggestions please?

QrizB

Is there a specific reason why you don't want to use the new key?

Exasperated77

sounds similar to my issue (alleged debt with payg with SP). ask citizens advice if they have an energy expert (Edinburgh has) and see if they can help. I also contacted my MP, and have also informed my council housing officer.
a new key may reset your meter.
have you checked your meter to see if there is debt showing on it? on my old meter it was screen (S).
my issue is the alleged debt was on the computer account, not on my meter. 
look through your statements, see if there is debt showing there, and when it started. if it is showing on statements but not on your meter, it looks like you could be another victim of what I am going through.