Makro refusing to refund my order

Last year I bought stationary online and items were delivered in 3 batches. I then needed to return some items as they was more than I needed or the incorrect items. I couldn’t log a return on the app as the order was still pending even after everything had been delivered. I then contacted the makro account on X and they helped me to log a call to return the items. On the 8th of January a courier company came to collect the items and till today I have not received my refund. I have contacted the makro account on C numerous times and all I’m told is they have escalated the matter but still no refund. The call centre keeps sending emails asking if I’m satisfied with their service even after I respond to every email with a negative response. The last call I received from the call centre I was told to log a return on the app and when I explained that I can’t because my order is still pending I was told to call the Makro store that took back my stuff. The call centre agent didn’t even know which courier company was asked to come and pick up my stuff.