Makro and Payflex Problem

So I am kind of confused through what I have experienced so far with the support from payflex. 2 weeks back, having used payflex for some time now. I made a transaction through one of their Merchants ( Makro ) and as I approved the request for the transaction from my banking app. The payment originally failed, although my bank account balance was still deducted by the initial instalment plan. So as a payment failure I reported this matter immediately of which the lady that assisted me had issued me with my own reference number at : ending 4204. Of which Makro as well had been CC'd or had been made aware of the my initial query. Days had gone by with no feedback from Makro itself, and I followed up again to see how long would it take the resolve such a query, and a follow up email from payflex had mentioned that it is still being investigated, however I should be informed that Makro does have the option of not refunding the transaction at all. and that theres nothing that Payflex can do about it because the transaction rather sits with them. Even if I may not choose to pay for the full instalment, because thats how the app and payment process has been set up. It will negatively affect my credit record. The best option for me to find out what is actually going on with this particular transaction is that "I" should give them a call. and then payflex goes to reference their terms and conditions attached with the email. These situations probably have occurred more than once and I am not pleased with the services or the response from both sides. Makro on other hand as I gave them call as well have mentioned that the order reference number has been escalated with their finance department. and this was reported a week back. But still no feedback has been returned.

It is somewhat questionable, on how reckless my query has come to no resolve. Meanwhile, any action I take is somewhat delayed or can impact negatively as it's been mentioned.