terrible customer service

I am extremely dissatisfied with the customer service and the lack of knowledge from the call center agents. I purchased an iPhone 16 online on September 20, 2024, and as of today, no one seems to know the status of my order. Despite making several calls, I have only been informed that my issue has been escalated, yet I still have received no feedback. I have requested a refund, but my request has been denied. Makro, please refund my money; I no longer want your products, and you have lost a valuable customer.