Payflex has still not refunded me, it has been 5months!!!!

Last year November I bought a sneak from Steve madden through payflex,the sneaker got damaged due to a factory fault. I than took the sneaker back to Steve Madden I was advised by the merchandise to wait for 72hours to get my money back which will be refunded by payflex ,72hours passed but still no refund that's when I started calling, emailing,I even tried to whatsapp them.My callls won't even go through,the emails were responded to after 3/4 days still there was no relevant assistance to the matter,payflex has the worst customer service ever I want to cancel my account with them it has been 5 months I have still not gotten my money back!!!!!!! 😞