At this point I don’t know which between factorie clothing and pay flex has the worst customer service

At this point I don’t know which between factorie clothing and pay flex has the worst customer service. So I bought online at this store using payflex but whenever i go to the store for a refund they always tell they have to call payflex customer services first and the line never goes through i went to the store in sandton city twice and i was given the same story . Why can’t we do this ourselves to payflex.