Best answer by Duppy
Welcome to the community
A request for repayment of account credit and account review should be made via Wattbot in the the help section of your app/website, type message the team and then your request and it will be sent to the team. Replies are not instant usually within 24 hours, but not weekends.
Also bear in mind that you should be a minimum of one months direct debit amount, in credit as we pay in advance for our energy