No refund from PayFlex and Steve Madden

Good day,

I am writing this email to express my disappointment in the recent service received from PayFlex.

I bought Steve Madden sneakers via the PayFlex channel on the 18th of September 2025 and logged a return for a refund on the 22nd of September 2025 as the sneakers were big.

I received an email from Steve Madden confirming that my return request was received and accepted. I gave this whole process a turnaround time of 7 -14 working days for the refund to be processed, but nothing was processed to date.

On the 9th of October 2025, I logged a complaint with Steve Madden expressing that I have not received my refund. The requested my tracking number which was STEV04-***1 to check, and they finally confirmed that the refund was logged with Payflex on the 16th of October 2025.

I therefore logged the request via Payflex support channel to assist with this, and my complaint was attended by Michelle Molefe who advised that they have not received any refund from Steve Madden , then she closed the call.

I received a screenshot from Steve Madden Agent proving that Payflex was credited but no refund has been processed on my account.

There is no direct line to interact with Payflex and I am being assisted from Chat support which I have to wait over 48 hours before getting a response. I am so heart broken, with the amount I have been ****** off. I need help from someone that can actually empathize with me in this case and prioritize my query.

My email address : ***