I'm 70, and live in sheltered accomodation. A friend of mine, Mary, moved into a private flat in Dec 2018. She cannot read or write, is disabled, and extremely vulnerable. When she moved in the only pre-payment cards were for the previous tenant, who owed £170 on the gas. Sher spent the first year or so without gas because she didn't understand how to solve the problem, and every time she tried to top up it took her money off her. Thats no gas, no heat, hot water or cooking. I found out last year and was contacting SP from July onwards, and its still not resolved now so we're moving to British Gas. After in excess of TWO HUNDRED EMAILS plus, multiple phone calls, three official complaints, and after SP had sent out replacement cards, there still, in 2021 today, £190 owing on the meter from the previous person, SP WILL NOT clear the meter, make appointments then don't show up. I put £10 on it last week and there was £3 left, and Scottish Power's answer, let her run out, call the emergency line, and we'll send someone out in 3 hrs. A few weeks ago she put £40 on the meter and £30 was taken out. THEY REFUSE TO ATTEND THE PROPERTY, and after 26 MONTHS STILL HAVE NOT RESOLVED THIS PROBLEM, and Mary, who's health is poor, is NOT ALLOWED EMERGENCY CREDIT for a bill SHE DOESN'T OWE. I've said before this is the ABSOLUTE WORST CUSTMER SERVICE for a VULNERABLE person I have ever witnessed in my life. If you stay with this lot and things aren't right, you only have yourselves to blame. Shocking in 2021 that they are happy to let people freeze, or not have hot running water.