No feedback after 3 months of logging an issue

I normally have no issue from takealot and often buy from them. But this complaint is because the lack of response to an issue that was logged in December 2022 and each time I need to follow up with no call backs from the call centre or team lead. This is a high value item that I need to have refunded after it was collected in december. Whenever I ask to have this escalated to management then a manager is not available, transferred call gets cut or they don't return my call. It is currently sitting at the warehouse division for the past 2 months and still nobody is following up with this ticket and I have to wast time to call only to have the call cut again. Really feels like they are trying to ghost me. The 9k is not much to them but it's alot to me.