I was never given my refund

I bought items at Makro on the 11th of October and other items were cancelled due to them not being available, I was then promised a refund and told to send my ID copy and banking details, I did just that. The communication ended there....I kept on calling Makro asking when I'll get my money and they kept on telling me they'll escalate the matter to the finance department. I called them more than 7times I even called the complain manager and he told me that on the system it says I've been refunded. I then told him I didn't get my money, he then said he'll do a follow up. He never called.. I called the carnival Makro and I was told to send my ID copy and banking details again and I did that asking him when will I get my money via email and he stopped responding.....this is now the 2nd month and still haven't received my money. They are not communicating at all. Makro's service is very poor and I regret ever buying. It feels like I'm dealing with skammers