Payflex doesn't care that I bought something using their site and I did not receive it and their vendor refuses to refund me

I am having a dispute with Makro and they are delaying to refund me so I can pay for my Payflex obligations. I contacted payflex to atleast freeze the obligation and they told me it's not their business. What do you mean I payed for a product i dont have and a vendor is not holding up to their end of the deal but i have to be the one penalised?.