PrettyLittleThing review: Gift card balance

On October 25th I brought items of PrettyLittleThing using my remaining gift card balance and own money. The order however did not process but had still taken my money and I also never received an order number. The bank refunded my money back automatically within a few days, however, the remaining gift card balance was never refunded. This amount that was not refunded was £20.50. I’ve tried to ask the customer support team multiple times and I get the same generic answer. It’s just frustrating because I had never received the order number as I wasn’t provided with me so I’m not sure if that’s why I’m getting delayed responses? Either way the communication with then has been awful :/

Also these are the details for the account

The account details is my mums so the details are -

Sharon Tracey

[protected]@hotmail.co.uk

Didn’t receive a order number

SK30SH, 31 Shaftesbury road, Stockport

UK website

Debit card/gift card balance

20.50 (25th October this happened)

Please email me at - [protected]@hotmail.com