Extremely disappointing

I am extremely disappointed with Makro's customer service. I made a large order online, the money came out of my account but never went through to them. I've called them a couple dozen times yet nothing gets done on their end. I've provided them with proof of payment, bank statements, ID, all without response. They haven't found the money and now they said they are processing a refund but still nothing is getting done and it's been two months now