Makro Online Refund is **** process

I placed an order with Makro Online on the 14/02/2025 and cancelled the order on the 16/02/2025. I have been here in March 2025 and all i got from Makro was a " we are sorry for the inconvenience, your matter will be resolved". To date I havent been assisted. The steps I took to resolve the matter with the call center are: 1. Cancelled the order 16/02/2025 2. Communicated that the delivery will not be received becuase the order has been cancelled 18/02/2025. Makro has poor internal communication. This order was not supposed to be prepared. 3. Communicated that the refund hasn't been received 03/03/2025 4. Matter escaleted through the call centre on the following dates 11/03/2025, 13/03/2025, 14/03/2025, 18/03/2025, 19/03/2025, 20/03/2025, 03/04/2025, 07/04/2025, 25/04/2025, 09/04/2025, 12/05/2025 5. All tickets given through the call centre were closed without resolving the matter 6. Each time I make contact, the matter is being referred to the returns department that must investigate the matter. I never recieved the goods, the courier guy must have returned the goods back to Premier Mart. Yet this supplier, Premier Mart did not log a ticket to confirm this part. Thus, I cannot be refunded until they do. 7. the call centre agents cannot transfer my call to the returns department, they are not allowed to give me the supplier's contact details and the only option I have is to wait for the returns department to finish with their investigation. 8. I cannot log a return because 14 days have long passed, your system requires picture - I never received the item. I have wasted so much airtime phoning Makro Online and getting nowhere slowly. I keep talking to multiple people that keep recommending the same thing.

Advise on a what one should do to get a refund from Makro Online