First make sure you have all necessary paperwork. Credit card stuff, how many minutes (I personally think these sites are awful).
2. find out where their head office is located. Online stuff can sometimes be tricky because they set up these frauds often where the laws about fraud are weak.
3. Make sure you keep a record, of every call, and every person you speak with (name and employee number or id).
4. Once you have found out where the head office is, do one of two things... a. go to the police with all the information. or b. write them a letter and explain you want a complete refund due to the unnecessary stress and burden their company has put you through.
Wise not to go to the police without lots of good information. Most police services are overwhelmed by this crap, and unless it is spelt out with you showing some intent, they probably will not follow it through for a lousy few buck. Remember, that each hour of police services runs into hundreds of dollars. good luck
Also know it is your friend that need to put in the complaint. You could guide her but she needs to place the complaint in.
Also place a deadline should you contact Keen's head office for a refund. Remind them that fraud is a criminal offense.