Addidas Refund Dissatisfaction

I ordered online on the 14th of December 2024. I was informed that part of my order couldn't be delivered and the I will be refunded for that part in 14 days. To this day I have not received my refund. I have been making contact regarding my refund without any success. The first attempt I was given a case number and no response followed. The second attempt I was told to provide a reference which I did and no response followed. The third attempt I was told to provide my bank Statement (which was shocking because how can you not know if you have refunded a customer or not), silence followed after that too. I would like to express my sincere dissatisfaction with the lack of assistance I've received thus far regarding this matter, the service provided to me thus far has been extremely poor for such a big brand.