Unable to make payment but additional fees keeps being added

I am deeply disappointed in my recent experience with payflex as I have been using the facility and it's been working so well for me, but with one of my recent orders there was no deduction and also the app does not allow me to make the payment I have been emailing them but the ticket is closed with no resolution also with me still not being able to make the payment and what makes matters worse is they add an additional fee and I am a single parent to 5 children and that is so unfair that I must have added fees because that is money I can't spend on my kids but now must hand it over the payflex. I feel I am being ****med.