Must we always beg

On 24 April 2020 I placed 2 separate online orders for exercise equipment. After several follow ups on the delivery of the orders, with each call lasting longer than 15 minutes where I would be asked by the contact centre consultants to hold the line while they contact the store where the orders is supposed to come from. One order was eventually delivered on 18 April. During one of my follow ups on 06 May, I requested that the second order MAK*** be cancelled & I be refunded my money. This was due to the misinformation I received from the consultant I spoke with on the day. The cancellation was not processed as requested. I had to make 2 other follow up calls as there were no updates on my profile. During one of these calls I was informed that the item was removed from the floor at the store & being prepared for despatch. This later proved to be a lie. It was only after my follow up on 20 May where I had to tell the consultant that according to the information online, the Carnival store where this item is supposed to come from does not have stock. Finally later on the day I received an email that the order has been cancelled, reference number ***1. This information was also updated on my online profile. That was the first & the last time that there was any action on this request. To this moment I don't know what is the status on this refund - or perhaps do I have to make three 20minutes calls to Makro before this request can be ttended as well? My request to Makro is, as you failed to deliver the product that I ordered please just refund my money & I hope i will not get that 14 day refund story taking into account the fact that - 1. this is not a return as I never received the product 2. The cancellation was initially requested on 06 May but your staff failed to attend 3. I made the payment via eft and Makro did receive & was able to confirm payment within just hours of me having made the payment...according to your policy, the refund is processed in the same manner the payment was made by the customer. This is disappointing and very frustrating!