What customer service!!

I am writing on behalf of my wife who has really had a hard time trying to get anything out MRP customer service. All she has experienced is being passed from pillar to post. The long and short of the problem is she accidentally paid her monthly account payment into the MRP online shopping account. She has been trying since November 2017 to try get someone to help her get the money transferred to her account or refunded as cash or voucher so she get her account up to date. She has called, she has emailed and nothing. She is a loyal customer and has kept her account up to date and this is how Mr Price repays her. Any help in trying to get this sorted would help. Disappointment doesn't begin explain how she feels.