Empty promises of a refund since February!

I ordered an item from Makro online that turned out to be faulty. I requested to return it and they sent a courier to pick it up to be evaluated. I received an email on the 28th February 2025 telling me that I would be refunded through the same method used for payment - instant EFT (Ozow). When the refund did not reflect in my account after a week I emailed to ask when I could expect it. No feed back was given. After several emails with no response, I phoned. I was told the refund transaction had failed and I had to send proof of my account together with copy of ID so they could process the refund. I did that. Still no response. I phoned again on Friday 4th April only to be told that my details had been sent to the finance dept and they would contact me to let me know when the refund would be processed. I heard nothing. I phoned again today, 9th April, and was told again that the finance dept had my details and they would contact me when the refund is processed. This has been dragging on since FEBRUARY! Not only have I not received the promised refund but I feel I have been ghosted by Makro - no response to emails and only given information if I phone.