I've never had any problems with SP regarding refunding credits - in fact in one instance I ended up very much in credit which I notified them about and they acknowledged but didn't rectify.
I would contact them again and say you're having great trouble with the site - that the image isn't on the page downloaded and ask again about the reason for not refunding the credit for Jean McIsaac.
If Jane Hatton's maiden name was Jean/Jane McIsaac that would be correct search result as women are registered in both their maiden and married names. Jean and Jane are also interchangeable.
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