Disgusted - begining to feel like bullying tactics

Online order place don 8 December 2023 with Makro, paid via online EFT option the payment was taken off my accoutn twice. proof of payments send to Marko 9 December, since then I have emailed weekly, called weekly and no emails are responded to. Lovely call centre agents are always polite tell me is will be escalated but to date not resolved we are no on 15 January. This treatment is becoming disgusting and while my money may seem small to you to me it is a necessity. There are no escalation channels within Makro I am merely given lip service or out right ignored - MAK***