Return not processed after 2 months of collecting item

I have been struggling since March to have my refund processed. The return was logged on the Makro website 6 March 2025 and Makro arranged for Value Express to collected the item on the 19 of March. I have followed up numerous times with Makro and received different feedback each time. I was advised the return shows rejected on their system because it was sent to the wrong department and they will eacalate to the correct department and i will get feedback in 24 hours. After a few days of no feedback, i called back to be advised the return is not rejected, they are still busy with it, there's just a backlog and they will escalate. I followed up again and was told, due to the delay with the return the manager has logged a new return and refund will be processed in 24 hours. After a few days, i received a call from Value Express saying they are here to pick up the item due to the new return done to which i advised them, the item was already collected, it's the manager that logged a new return in order to escalate. I called Makro and they said, they will escalate again. I received no feedback after a few days, i followed up again and was told they can see the seller has received the item, they just need to process the refund. Week after week, Makro has said they are escalating and it is now 2 months later. This is beyond dissapointing and frustrating. It is not even possible to speak to a manager or get the manager's name.