Paid in Full for an Order That Doesn’t Exist – Zero Support from Payflex

I am extremely disappointed with Payflex’s handling of my case.

I attempted to make a purchase on Cotton On via Payflex. During checkout, the payment window was accidentally closed before I could confirm completion. I never received a confirmation email from Cotton On, and the order does not reflect in my Cotton On account. There is no order number, no invoice, and no record of a successful purchase on the retailer’s side.

However, Payflex insists that the transaction was successful.

I have now paid the full amount to Payflex for a purchase that does not exist. Despite submitting multiple queries, I receive the same generic response: “The purchase was successful,” and the ticket is closed without resolution.

There is:

No proof of a completed retailer order

No order confirmation

No way to escalate the issue

No customer support phone number

No meaningful investigation into the discrepancy

Closing tickets without resolving the issue is not customer service. It is dismissive and unacceptable.

At this point, I have paid for goods I have not received, and Payflex refuses to properly investigate or provide proof that Cotton On processed the order.

I expect:

Written proof of a valid order from Cotton On linked to this transaction, OR

An immediate refund of the full amount paid.

Consumers should not have to chase their own money when a payment gateway fails to reconcile a transaction properly.

Until this is resolved, I cannot recommend Payflex to anyone. I will be reporting them to the NCR - and point them right to these reviews.