Ticket closed informally

Hi,

On 27 November 2025 at 20:43, I attempted to place an order on Superbalist, choosing Payflex as the payment method. An amount of R237 was deducted from my bank account, but the order was automatically cancelled by Superbalist.

When I checked on Payflex afterward, no order was created on their system either.

On 28 November, I contacted Superbalist, and they confirmed that no order was generated on their side. My bank also confirmed that the R237 is with Payflex, not Superbalist. I was advised to follow up with Payflex, which I did.

Unfortunately, none of the Payflex phone numbers were working, so I had to use the in-app communication, where I successfully logged a query and received ticket number 383767.

On Sunday, 30 November at 12:43, I received an email from a Payflex consultant named Ngcali Mavi, stating:

“Good day Sesie, Thank you for your email. We have noted your Superbalist query.

Before we proceed, kindly confirm the nature of the relationship between Ntombikayise Vilakazi and Sesie Vilakazi.

We look forward to your response.”

However, I was not given any chance to respond to this request. At the same time (12:43), I received another message saying:

“Dear Sesie Vilakazi, Your query with ID 383767 has been closed.

Should you require any additional support, please log your query here.”

This is extremely unfair and unprofessional. I use “Sesie” as a preferred/short name, and the consultant should have allowed me time to respond before closing my ticket. Because of this, I have had to open another ticket, causing further delay.

I urgently request that this matter be investigated and resolved. I was debited R237, yet no order was created, and I still have not received my refund or any proper assistance.