Payflex: Takes your money and doesn't know what next!

Today I attempted to make a purchase on a bed for my son. Long story short, I was redirected to Payflex's site, input all the details, redirected to banking and paid! Payflex took the payment and allocated it to nothing, the merchant did not received payment. I did not received a order number or reference. I phoned Payflex and they said they had seen the payment but now I receive a email saying they'll investigate; what is needed to be investigated? My money is in their pockets and they have no resolution except investigating? Will never use them again! Even as a merchant I wouldn't trust them because they are losing sales for them!