We've lost my girlfriend! Help Lovehoney!

As some people already know AdnaW is my girlfriend. Shes only recently started posting her but when she last tried to sign into her account she gets a message telling her, her password is incorrect...

So when she clicks on the 'forgotton password' option she is sent an email that tells her this account doesn't exist but she has recent emails from an order on the same email account!

Shes now panicing because shes receiving an item to review but won't be able to sign on to review it...

Could the account be transferred intact or something be done?

She did email customer services but they just sent 2 forgotten password emails that still said she didn't exist...

Any help LH?