Urgent - Account Access Issue Unresolved for Over a Week

I am writing to escalate an ongoing issue with my Payflex account.

I have been trying to log in to my account, but I’m required to scan my face to confirm my identity and the facial verification keeps failing. I contacted Payflex support and the agent tried multiple times to re-enroll my face, but it failed each time. She escalated the matter, but I have not received any resolution.

I also sent an email to the agent I dealt with and received no response. When I called the office again, I spoke to the same agent and only then did she read my email. We attempted to re-enroll my face again, but it still failed.

This is extremely frustrating. It has now been more than a week without a solution. I was only able to make my first purchase in-store. Since then, I’ve been to the shop twice and was unable to complete purchases because the app won’t let me log in. This has been embarrassing and is preventing me from using the service.

At this point, I will rather use PayJustNow as they haven't given me any problems so far. If Payflex cannot provide a working solution or an alternative login method immediately, I will close my account.

Please advise how much longer I should expect to wait to get this resolved. I request that this be treated as urgent.