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Welcome to JA.
I am sorry to hear about your situation.
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I suggest you write to the energy provider, which details a chronology of events leading to your present complaint. Within the complaint ensure you mention the fact you have not been provided adequate explanation about why you are owed the amount in question.
Send the letter via email and post to the complaints department.
Do you understand what i have stated so far? if yes i will proceed to discuss the next step.
As discussed you can contact the ombudsman using the link below assuming you do not get a response to your email.
Energy Ombudsman: Here to help with gas & electricity complaints | Ombudsman Services (ombudsman-services.org)