Still Paying via PayFlex for an Order I Never Received

I would like to lodge a formal complaint regarding an order I placed with Scentora Perfumes.

On 27/02/2026, I placed an order and made my first payment through PayFlex. My next payment is scheduled for 01/04/2026. However, to date, I have not received my order.

I reached out to Scentora via email and was informed that the item I ordered is out of stock. I also tried calling them but their phone is never answered. Following this, I requested a refund as the purchase was intended as a gift, and the recipient has since left the country. Unfortunately, I have not received any further communication or confirmation regarding my refund.

In addition, I have attempted to contact PayFlex on several occasions to intervene, as they are the third-party payment provider facilitating this transaction. Given their working relationship with merchants, I expected assistance in resolving this matter, but I have not received any meaningful support.

This situation is extremely frustrating, as I am being billed for an item I have neither received nor can use. I request urgent intervention to either: 1. Ensure a full refund is processed 2. Provide a clear resolution timeline.

I hope this matter can be resolved promptly, as this experience has been highly disappointing.

Kind regards, Virginia Simelane