Pathetic customer service

My wife did an online order on the 26 May 2025. Order failed, but the the money was deducted. We contacted Makro constumer support as the order failed, to request a refund. We phoned and emailed Makro weekly and to date we have had ZERO feedback or a refund. Each time we had to follow up on the progress all we hear is "it was escalated to finance department". Escalated but ******ol happens! Useless customer service and pathetic response time! To date still no refund or feedback. Get your act toghether Makro!