AN Aberystwyth couple have labelled an energy company “cruel” after it demanded £4,300 and sent bailiffs to their home for unpaid bills that were not theirs.

Les and Jane Gornall were sent numerous demands for payment by Scottish Power, even though they were British Gas customers. They said it caused them severe stress at a time when Mrs Gornall was diagnosed with cancer and their grandson with leukaemia.

Scottish Power has apologised for the mix-up and said it will compensate the couple.

The ordeal began in 2014 when Mr and Mrs Gornall decided to shop around for a better energy deal after being with British Gas for 10 years.

The couple tell BBC Wales’ X-Ray programme (tonight at 7.30pm) they decided to get their electricity and gas from Scottish Power instead - but the switch did not go smoothly.

They have ‘pay as you go’ prepayment meters in the property, operated by top up cards for both gas and electricity. After waiting for the necessary gas card from Scottish Power for several weeks, they decided to cancel their new account and remain with British Gas.

The couple were confused when they received a gas bill from Scottish Power. They contacted the company and told staff they were British Gas prepayment customers. However, Scottish Power kept sending bills - and Mr and Mrs Gornall kept contacting the company.

In 2015, the family was hit with the news that Mrs Gornall had cancer – at the same time, their grandson was diagnosed with leukaemia. At a time when they were under enormous personal strain, the bills from Scottish Power continued to arrive.

Mr Gornall, caretaker of Llwyn Yr Eos Primary School in Penparcau, told X-Ray: “When I phoned a few times I even said, you understand I’m going through enough stress as it is. I haven’t got time to mess about with you I need to sort this out.”

Mrs Gornall added: “I just didn’t know how they could be so cruel to be honest.

“You know you explain to people this is what’s happening. You know it’s not your fault why these bills are coming in but again you still feel that maybe I’ve done something wrong.”

Then in 2016 came a new low with bailiffs visiting the Gornall’s home.

“That’s when you think ’oh my God, this is serious’, and that’s when you think ’Have I made a mistake? Have I done something wrong?’ - this really affected us,” Mrs Gornall said. “It just makes you feel so low.”

After X-Ray contacted Scottish Power, it admitted there had been a mix-up. The serial number of the meter had been recorded incorrectly and the £4,300 worth of bills were meant for another property.

The company “sincerely apologised” and said it would compensate the couple for the stress and inconvenience caused.