‘Dear Customer, Sorry you’re dead – that’ll be £75 please’ shock letter from Scottish Power

Keith Anderson
Keith Anderson

Scottish Power has shocked one of its OAP customers after expressing its condolences at her ‘death’ and then demanding – in the same letter – payment of £75.51.

Tillie McDonald, 89, was receiving treatment for breast cancer and gallstones when the letter was delivered to her home in Greenock earlier this month.The Scottish Power letter said:

“Dear customer,

“We have been notified that our customer has passed away and send our sincere condolences.

“We don’t seem to have received the outstanding payment of £75.51 for the balance on this account.

“Please make the necessary arrangements to pay this.”

Mrs McDonald said: ” I was in tears. It was a shock that came around the anniversary of my husband’s passing – so I was upset anyway.

I’d like to know who informed Scottish Power of my demise so I could strangle them – I’m raging.”

Mrs McDonald said she phoned Scottish Power and was on the phone for 45 minutes until she got ‘cut off’.

A Scottish Power spokesman said: “We sincerely apologise to Mrs McDonald for the distress caused by this error, which is being fully investigated.

“We have spoken with Mrs McDonald to personally apologise and explain that the letter was caused by human error.”

Almost half (48%) of Scottish Power’s customers are dis-satisfied with the company’s service and/or prices – or both. The utility was ranked at 26th place – out of 31 – across the UK in a survey by consumer body Which?

While Mrs McDonald was getting over the shock, Scottish Power boss Keith Anderson, the company’s chief corporate officer, was last night lapping up a Burns Supper at No. 10 Downing Street as guest of Prime Minister Theresa May along with a pack of Tory MPs.


24 Jan 2018

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