Payflex communication is poor

I tried to orderfrom Makro, on Makro site payment was unsuccessful but Payflex sent an email to say order was confirmed, and money was deducted from my bank account. I emailed Payflex immediately, sent screenshots and videos, four days later no response from Payflex. I want my refund, nothing was ordered. According to Makro site my order didn’t go through, my items are still in my cart but I have paid Payflex. I know mistakes can happen, but four days and no response from Payflex, that’s alarming. I don’t want much just my refund of the money taken from my bank account.