Item not delivered (a month ago). Unable to get a refund or assistance from MRP support.

I have contacted support 3 times via WA chat & no-one could assist me (although they all claimed to do so and get back to me within 24-48 hours). Order no. #***: I was informed on 1 out of stock item Mini Yucca Tree, #***, R299.99. I did receive a refund for this item. However a second item; Dragon Aloe In Cement Pot, XL, #***, R699.99, was also not received and STILL not refunded. ALL THREE agents really struggled distinguishing between the refunded item and the non-refunded item. It took me several WA text (copy and paste) to explain this to them. First agent (Berlin) was contacted on 8 July 2021 (a month ago!). Her message to me: "I have logged a query with our DC for the DRAGON ALOE IN CEMENT POT, XL. I will revert feedback in 24-48 hours." I received no feedback at all. Second agent (Phumelelo) was contacted on 10 July 2021. Her message to me: "I have sent a request for the service desk to process a voucher on item ***." No voucher was received nor any feedback. Third agent (Sindisiwe) was contacted on 20 July 2021. Her message to me: "Please note investigation has been opened with the warehouse to check the item, if they find the item it will be delivered if not than will have to refund. If the item was not delivered and not stated out of stock investigation need to be open. im not saying it your responsibility i have already request for the investigation to be done once i have feedback will advise you." It is now 4 August and I have had NO FEEDBACK, NO REFUND and NO VOUCHER. I tried to refrain from having to take this to Hello Peter, but after 3 attempts to rectify this problem directly (and still no communication), it didn't leave much room for any alternative actions. PLEASE can I get my money back for the expensive item that never got delivered to me. It's completely unacceptable to have paid for an item not received and receiving no feedback or communication after an entire month.