Disappointing Refund Delay & Poor Communication from Makro

I made a purchase on Makro’s online store using the Payflex payment method on 30 July 2025. The first Payflex installment was successfully debited from my bank account, and the order was confirmed in the Payflex app. However, Makro’s website displayed a notice on my profile stating: “Sorry, we're unable to place your order. If money was debited, we will automatically initiate a refund shortly.”

Despite the order failing, Makro still accepted my first Payflex installment. I immediately contacted customer service and have since spoken to 10 different call agents over the past week, each call lasting between 10–15 minutes — costing me airtime without any resolution. The first agent instructed me to send proof of payment, my ID, and banking details to ***, which I did on 31 July 2025.

Since then, I have been following up daily with no clear communication or feedback from Makro’s finance department. One agent informed me the refund would take 24–48 hours, yet nothing has been refunded to my Payflex wallet as of today. This process has been incredibly frustrating and unprofessional.

Makro, please prioritise this refund or Payflex, kindly cancel the transaction and reverse the payment. I’ve seen numerous customers online with the same issue — some waiting months for their money. This is simply not acceptable and reflects poorly on both Makro and Payflex. Please assist urgently.