Makro dragging to refund me R8,100 for a "failed online order"

On the 23rd of June 2025 I made an online purchase for R8,100.00 Payment was made via Makro's online payment platform. Funds went off from my account. However, something went wrong and the payment wasn't allocated to my order. Makro then cancelled my order. I've been struggling to get my money back from Makro ever since. I've submitted all the documents they requested for Finance department to process my refund weeks ago. I've been following up weekly at first, but doing it daily now. At first, Makro responded to my mails, even if it was with a "this matter has been escalated to the Finance Department, we'll follow up and provide feedback". The most frustrating part ( apart from not getting my money back) is that I can't reach someone directly who will be able to solve this issue for me; I have to work through a call centre or general helpdesk email address. I'm now having to incur expenses for a legal representative to handle this matter on my behalf.