Appalling service and non refund of money due to a customer

On the 2 December I called the makro online customer services dept to request for my online order to be cancelled. I was told by the agent that it would done the next day as the follow up dept was closed. I did not hear anything back from Makro regarding my order being cancelled. I called again on the 9 December after I received an SMS saying that the order is on it's way. I spoke to Nokwanda who advised that the cancellation was not done and that she would request for it to be done and that someone from the follow up dept would call me back on the 10th. I would also have to wait a further 5 working days from the date of cancellation.which would now the the 10th and not the 2nd which is when I requested for it to be cancelled. I found this unacceptable and requested to speak to a manager but the manager was in a meeting which he /she can not be disturbed from. I called again on the 10th only to find that the order is still.not cancelled nor is there any indication as when I will actually be getting my refund. A whole R5000 has been swelled by Makro yet I have bot received anything in return from them. I never expected such a big company to treat a customer in this manner. This is thievery !!!!! I still have no indication as to whether I will get my money back.