No refund paid back from Makro

I bought online from Makro and then the next day I received a message saying there are items out of stock this was already on the 03/05/2025 I have spent hours on the phone calling Makro the call center just put you to the next person and then the next one then they put the phone down. I have send how many emails there is no response from Makro until today not even my refund. The call center told me the refund was done then they requested my bank Statements and this I have send them twice and still no refund from Makro.