getting nowhere

This is more than likely going to be sent in as a complaint. Anyway I've just rented a one bed flat. through karbon homes. Everything has went smoothly until dealing with OVO. There is £167 debt owed on the payg meter, nothing whatsoever to do with me. 

Rang up, explained this, said they would send me my top up card out. this took 12 days, they then said to put card in meter and would clear the debt, it hasn't, I've been onto chat and spoke to about 5 different staff. 

They've now told me they will send another card out 3-5 days and this card will clear the debt, but form what I've read online, this will not happen and I should've been sent a RTI code but seems I'm just getting fobbed off. 

Will wait to see if this card wipes the debt and if it doesn't a big complaint will be going in, my gas is currently capped at the moment, I cant get it uncapped until the debt is wrote off, ive now had no hot water or heating for 3 weeks. 

I will 100% be moving to another energy company once this ridiculousness gets sorted.