PayFlex Support is nonsense

On the 6th of December 2024, I went into Cape Union Mart in Sandton to purchase Christmas clothes for my son. I paid using my Payflex account but there was an error on the machine but my money went off the account and was not returned. Now Vincent from Cape Union Mart requested a proof of payment or Authorisation code from Payflex but no one will respond to my emails. Lesego from Payflex keeps sending me emails to rate their services but the issue is not resolved. How can I rate an incomplete & nonsensical service rendered when I am a mother worried about what my son will wear for Christmas cause the money is gone. Now where am I supposed to source those funds now. I have paid for products that I have not received. The error was on Cape Union Mart's machine and Payflex is not helpful in anyway. I call them daily about 2-3 times with their lines sometimes not even working. But now I have to do the investigations for Cape Union Mart because Payflex took my money and I have to then pay for something I don't have. That's insanity...