Constant issues with makro's pathetic customer service and their non-delivery of items

Placed an order on the 25.07.2025. The money was taken off my Payflex account but the order "was not placed". I called Makro customer service and they asked for proof that the payment was successful. I sent them proof of this within a few minutes of that phone call. I received no feedback so i emailed on Monday to find out what is going on and was told its been investigated. Yesterday i emailed again and was asked to send through my banking confirmation letter and ID which i did, and they said they cannot allocate the order because thats done "automatically" so a refund is the only option. It is now 6days later and nothing has been done. Why has Makro's online portal so unreliable and their customer service even worse?