No refund 3 weeks after Makro cancelled my order.

On 12 Aug I bought an item on Makro Online. about 8 days later I enquire about the projected delivery date with the only email feedback that my request was escalated. A few days later I enquire again with feedback that Makro cannot get hold of their supplier (really?) and that they will cancel my order and refund. Well, I waited patiently for the refund but up to today 11/09/2024 I did NOT have any refund. I phoned again this morning and was cut off in my first call and luckily my second call agent listened to me but the only answer I got was that it will be escalated, and I will receive email feedback in a few days' time. Let's hope. Why is it so difficult to refund.?? PS. I am a pensioner and cannot afford to donate this money to Makro.