Can't get a refund.

I'll obviously be emailing octopus, but just wondering if anyone else experienced this before. I am £250 in credit on my account and even through winter my DD covered my usage. octopus said they were reducing my DD and I was like fair enough. but now when I go into my account it says:

They can't process automatic refunds as they have recently emailed me about getting my account back on track.

is this a generic message due to them changing the DD, I'm not in arrears or missed any payments. so just curious if this has happened to anyone else.