Poor customer service

i have emailed payflex and told them that their partnering company has not provided nw with my item or a refund and I'm still waiting on them to respond and remove this from my name before the next payment is due which i wont be paying as i need this removed. The guy Chris don't know if its a bot said ticket updated with no further explanation and went back on my app the order is still there. I need my refund and i need this order to be closed immediately and i do not want to be charged extra.