Unhappy customer

Been using their platform with no worries,happy customer till online merchant failed to deliver my order,sent email to advise that they should stop taking money on my account for that order,and stated reason and they advise that the merchant should be the one to cancel and refund me and proceeded with debting my account.Reached out to the Merchant Online car part and they say they don't work with Payflex anymore and they no longer have access to their profile,went back to payflex and they have been investigating for almost a month with no direction of what they investigating instead of processing my money back.