Pathetic online services from TFG

TFG online services are just pathetic,I will never ever order online again.An order that happened in May still no refund for the items that could not be delivered,I have send numerous emails to a lady called Kim and yet no answer,I was send an email that I should send my banking details ect up until today nothing.all I get is the same response that I need to send banking details of the account that made the payment,yet I have mentioned that account is closed and I need an alternative way for us to work through this matter.I mean we using the online system because we are going through a lot in our country because of this corona virus,I have asked several times on email to this lady what really needs to be done for myself to get back what belongs to me,Yet I get no response,if the problem is with the lady may you kindly Assign my case to someone else who is competent enough to deal with customers online.my order number is P***