Order issues with Payflex

I was making a purchase online and chose payflex as my check out method little did I know that they`ll just take the money out of my account without actually processing the order on the merchant side. Now I had to pay for the same thing twice and what`s frustrating is that the money doesn`t even reflect on my payflex transaction history. Called the bank they said the transaction was successful from their side. Can`t even call payflex can only email them where they take forever to answer the email. My ticket number for the query is 285344.