An energy giant has apologised to a city family after giving them a fright with a bill for more than £5,000.

Karolina Hamerska lives in Hassett Close, off Mousehold Street in NR3, with her husband Marcin and son Anthony.

Earlier this year the family were stunned to be told by Scottish Power that they owed a total of £5,219.84 as of July 23.

Norwich Evening News: Karolina Hamerska, 44, who lives in Hassett Close NR3Karolina Hamerska, 44, who lives in Hassett Close NR3 (Image: Karolina Hamerska)

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However after Karolina contacted the Evening News' We'll Sort It campaign, Scottish Power has confirmed it has corrected the error.

Karolina, 44, said: "I started paying £75 a month in November 2021 because that's how it was worked out and I had a direct debit set up.

"Then I received an email on April 20, 2023 saying I had an outstanding bill of more than £5,000.

"I had to cancel my direct debit because I didn't have that sum of money available!

"Scottish Power said I'd been using 23,713.24 kilowatts an hour between January and April this year - compared to 698.65 kilowatts an hour for the whole of 2022.

Norwich Evening News: The bill which Karolina and her family received earlier this year saying they owed more than £5,000The bill which Karolina and her family received earlier this year saying they owed more than £5,000 (Image: Karolina Hamerska)

"They ended up trying to charge us £750 a month from my direct debit.

"We were so worried when we received the bill because we have such a limited budget as it is.

"Me and my husband have done everything we could to try and resolve the issue, from trying to speak to Scottish Power directly to going to Citizens Advice."

A Scottish Power spokeswoman said: "We're sorry for the inconvenience the family has experienced.

"The readings used to open the account in November 2021 were incorrect and subsequent bills were based on estimated usage.

Norwich Evening News: After contacting the Norwich Evening News, the energy provider, Scottish Power have confirmed the error has been resolved for the familyAfter contacting the Norwich Evening News, the energy provider, Scottish Power have confirmed the error has been resolved for the family (Image: Newsquest)

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"When new readings were submitted in April, the system automatically generated a bill, which was wrong.

"We have corrected the account, backdated the actual usage and have rebilled.

"The account is now in credit – and we apologise for the confusion."