The credit balance you receive is based on your final bill with your previous supplier. We didn’t calculate this credit and have no further information, which means that, unfortunately, we’re unable to deal with any queries you may have. 

If you need any advice on how credit balances are honoured through the Supplier of Last Resort (SoLR) process, please contact Citizens Advice on 0808 223 1133. Your new energy supplier or your previous supplier’s administrator may also be able to help.