I'm on a variable rate so the direct debit adjusts as my energy usage changes... I'm sure they are not intentionally holding my money, and that its more a case of incompetence and poor communication, but its still frustrating

I've trawled the website and eventually found an actual, old fashioned phone number, so I'm gonna give that a try this weekend and see if I get any better results.

Have you got any further resolving your transfer issue?