A 79-year-old disabled widow was left feeling ‘disgusted’ after her former energy supplier relentlessly pursued her for an outstanding debt of just two pence.
The Shocking Demand
Patricia Ribeiro, from Dudley in the West Midlands, was shocked to receive a letter from Utilita, her previous energy supplier. The correspondence threatened to inform a credit reference agency about the minuscule debt, a move that could have severely damaged her financial standing.
Mrs Ribeiro, who relies on pension credit and is saving for a new mobility scooter, swapped her energy provider in October. Following the switch, she was bombarded with numerous letters from Utilita demanding payment for the two pence. The situation was only resolved after the newspaper Metro intervened on her behalf.
A Bizarre Ordeal and a Failed Joke
In one of many phone calls made to the company, the pensioner, who turns 80 in December, attempted to use humour. ‘I was being jovial and I said “can I pay monthly, a farthing a month?”’ she recounted. ‘I was just joking and then they slammed the phone down. They wouldn’t even discuss it.’
The absurdity of the situation was compounded by the practical impossibility of paying. She could not clear the debt online as card payments for such a small amount were not possible. Paying by post was also not a solution, as a first-class stamp costs £1.70 – 85 times the value of the debt itself.
Mrs Ribeiro even sought advice from the National Debtline, where she said staff were in disbelief at her predicament. The stress of the ordeal, including fears that the debt might inexplicably increase or even lead to court action, took a significant toll on her.
Company Response and Resolution
Utilita later apologised, attributing the incident to a ‘computer rounding error’. A company spokesperson stated: ‘We sincerely apologise for any distress this may have caused. As soon as Mrs Ribeiro brought the issue to our attention, we confirmed that no payment was required.’
The energy firm confirmed it has since reviewed and updated its procedures to prevent a recurrence. They have also spoken with Mrs Ribeiro directly to apologise and offered a goodwill gesture, with which she is now satisfied.
Despite the resolution, the case highlights the potential for automated systems to cause significant distress. ‘I’m a poor old woman who’s living on a pension credit, and I have “outstanding debt”?’ Mrs Ribeiro said. ‘The audacity of it.’
