Refund due since 4 December 2023

I have been emailing and phoning Makro continuously since the 1st week of December 2023 with regards to a refund. I ordered two items of which the one was out of stock and I was refunded. The 2nd item was then also out of stock a week later, I have not received the refund for this yet. I either get someone that refers my query to another department or automated responses and reference numbers, a couple of responses have even asked me to rate their resolution of my problem, which has never been resolved or even addressed. I even spoke to one of the managers explaining the situation, was promised feedback within 48 hours. It has been 2 weeks now - still nothing. For some reason the agents believe that I have gotten my refund although it was only for ONE item. One agent even tried to cancel the 2nd item to see if I could get my refund.