Failure to refund

I returned a still sealed TCL airconditioner to Makro via their courier on the 18th of January 2023. Having received no feedback or update from them regarding my refund, I contacted them 2 weeks later. The call centre agent acknowledged the return and 'escalated' my query to the relevant party in finance. I call them back for an update a week later, this time the call centre agent is kind enough to provide me with the name and contact number of the person processing my refund. I called Kabelo, to be told that he is processing my refund as we speak and I will have it in my account by the 14th of Feb. Needless to say, I never received the refund. Countless calls to the call centre leaves me with a promise to escalate. Calls to Kabelo have me hanging for long periods before I am cut off. How difficult can a refund be? @Makro, all I need is my R4999 back...surely you can get this right?!?! Order: MAK***