Failure to Refund

On the 7th of October I've placed an online order with Makro where other items were cancelled and I was adviced that they will refund the money. Even today (13 Dec) they haven't refunded me. I've been calling them uncountable times and all they say is that my issue is in finance department. To my surprise when I called them Saturday they said my money has been refunded and I asked when and what time, they said there's no record of time and date but it has been refunded, I asked how possible is that and they couldn't answer me. I believe they have ****** my money because what they are saying doesn't make sense, how can they refund and there's no trace or record of date and time of payment. Their service is so bad.