Help interpreting bill-spaghetti from energy company

I've had a dispute with an energy company, where they have accepted responsibility for causing me an issue that resulted in overcharging. They have since promised me reimbursement and good-will payments and I still have a credit balance with them months after leaving (this should have been automatically refunded).

The reimbursement and good-will payments may and may not have come through... I just can't tell! The bills and letters received from the company, as well as the online list of credits and debits, have numbers flying all over the place! Values are added and removed for multiple amounts on the same day. Some of them have no label or indication of purpose or origin. I was given a "final offer" via email, accepted it, then saw my balance change the next day!

I could be out of pocket. I could be being stupid. I need to know if there's a service that will look at the numbers with me to understand what's going on. I know the ombudsman can help if there's a debt owed, but I don't want to go down that route until I understand what my case even is (or if there is one).

In the meantime, there has been a steady value for my credit with them for a couple of months now - if I nudge them to send that to me, will I risk this being interpreted as an acceptance that no further could possibly be owed?