No refund after 2 months

I purchased a product from Makro Online on 20 September, 2023. The product was part of a bundle which had 3 components. They decided to ship 2 of the 3 items as one of the items were no longer in stock. And as I would have no use for the remaining 2 products, I cancelled the order and requested a refund. I have not had any feedback about my refund 2 months later aside from the "escalated to relevant department" response. Why are you not refunding your customers Makro?