Myprepaid - *****

I bought Electricity from them on the 2nd of May and did not receive my token. When I raised a query they informed me that there banking details changed. I have been communicating on facebook Messengers and empty promises are being made of a refund form being emailed to me. Why do I need a refund form if they closed their bank account. Surely the money would have bounced back. I think myprepaid is busy with *****.