Pathetic customer service

This is my second complaint on the same issue. To say that I am annoyed would be an understatement.

Makro finally sent me an invoice in October which stated that they will refund me after a LONG (10 months) back and forth. Guess what. Two months later and I still haven't received my refund!!!!!!! I called customer service, only to find out that the refund failed. Why didn't anyone call to let me know? Why wasn't the refund reprocessed?? Why do I have to be the one chasing? I have never in my life experienced such pathetic customer service. EVER!!!