Item cancelled of my order - Consumer Complaint for MAKRO - Head Office

Makro cancelled one item off my order on the 10 July 2020, Order Number: MAK2640987. Since then, I called many times (very poor service at the call center with hold times of more than 20min each call) and send countless e-mails with no response or refund. Everytime I call, a call center agent promises that someone from finance will contact me within 2 days but that doesn't happen and as it stands, I have not yet received my refund