Online order funds not allocated to the account, request for a refund

I made an online purchase on Makro online and paid. The money was deducted from my bank account, but Makro did not allocate the funds to the order. I contacted them and they told me to send proof of payment and the bank statement. That was 2 months ago (27th June 2025), nothing is happening, and there is no communication from their side. I keep calling them, and then they don't say anything about it. Even though they verified the payment, they keep saying they will issue a refund, but nothing changes. The call centre agents say they cannot help because the matter is with the finance department, and they can't communicate with them. How possible is that?