55 days later and am still waiting for refund from makro

If I could I would give makro online zero, I made an online order on the 30th of October 2024, on the 31st of October 2024 I was informed that 2 items on my order were canceled due to no stock. And a refund would be allocated, i waited till the 18th of November 2024 still no refund. I sent an email and was told I was refunded already( I received nothing). I was than told to send my banking statement as proof. I did as requested but after that they stopped replying to mg emails. I Than started calling since they stopped replying to my email. And the call center agents keep saying the same thing, " we have escalated the matter". 55 days later and am still waiting for my refund