Assistance with my order from Makro

This is very wrong i ordered a hisense washing machine on 25 August 2025 the order didnt go through but they deducted the money. I called them and they asked for my proof of payment. I sent it

Till today I didnt get any feedback from them I keep calling them but they keep promising to send an email with a feedback but I dont recieve any .I need help I need my money back.