Makro online purchase refund

I have requested a refund from Makro on the 27th of March 2022. My order was accepted by makro strubbensvalley. I have been calling the customer care contact center numerous times and all I ever get from them is "please provide us with your 3month bank statement and we will escalate the matter and revert back to you ". I have not received any feedback from them till this very day. The customer service is extremely BAD and UNACCEPTABLE.