accountability

I am very disappointed when I was considering purchasing goods from a merchant called The Active , I called Payfast in December 2021t o ascertain if this merchant was legitimate and was told by Payfast that they do a stringent screening process of their Merchants and they do not foresee an issue but when called Payfast again this morning Jan 2022 as I have not received my goods and now cannot contact The Active ,I am told by a consultant that I should seek legal help as they are unable to contact their merchant