I want my refund

On the 23 of October 2024 I purchased a cellphone online at makro. I was supposed to receive it last week Monday but I didn't receive it because they said my order got lost on the way. Last week Wednesday they sent me an email stating that they will process my refund within 3-5 business days. Yesterday on the 4th of November I called to inquire about the status of my refund and the agent told me there's nothing regarding my refund on their system and that she will check with the finance department. Today again i call them to ask about my refund still there's nothing regarding a refund on their system yet yesterday they told me they escalated the matter. There's no form of communication at all, i sent emails and i don't get a reply. As it is I do not have a phone I'm using my mom's phone and they are refusing with my money. I want Makro to refund my money as soon as possible. My order number is MAK***