Refund query

I am disgusted by the service I am receiving from the Makro head office. Makro had been sitting with our money from the 3rd of December 2021 and we have since requested them to refund us and we are not getting assistance. We send emails and don't get any responses. Today I called Makro Crown Mines to confirm if our money is still on the card and it isn't, which means not only did they rob us of our interest that they have earned over two months but they have ****** us of our money too.