I need my refund back please 🙏 😩

I had purchased an three items at Makro mid December 2024,I only received two because the other item they didn't have instock then they said I will be refunded for that item. We'll I used payfelx to pay for that order, so makro did provide me with proof that they paid all the money of that item to payflex and payflex should refund me back the money, I have been trying to get hold of them through calls and emails also via WhatsApp, they tell me about calculations which I try to tell them I do not understand them because already I paid 2 installments and I didn't receive the 3rd item is it fair paying for something that's it's not there. I have been communicating with Tshegofatso via email, she is not prompt nor efficient with me complain. I mean this doesn't need anything but just to refund me for the item I didn't receive. 14 days has passed already but the service from Payflex is very poor I feel like I am ******. Can I kindly get my money back please 🙏.