Makro does not want refund me

I bought items online on the 23rd of April 2025. The order was delivered with missing items, no communication from the store. It was when I called and I was told that the items were cancelled due to no stock and pending refund. I have been calling, sending emails asking about my refund from that date till today I have not received the refund for the missing items. They keep on telling me that the matter has been escalated to relevant department and they will revert back once feedback is received. It has been two month now and I am still waiting.