Lack of service delivery and feedback for a refund

Herewith my sentiments and concerns pertaining to Makro. We ordered a TV online and received an invoice (MAK ********** ), whereby Anthony Vermeulen e-mailed us the same day that their pricing online was incorrect and they will refund us. In the same e-mail dated back to the 19th of December 2018 he confirmed a call centre agent will contact us to verify the banking details. After a few days patiently waiting, we called Makro requesting feedback from Thembi (call centre agent) and all that she can say was that she will rely my message to the relevant departments and Anthony . So my first question is why do you have call centre agents if they unable to assist with queries and do not want to transfer us to anyone to actually assist? Thus far we received no service delivery which is disappointing. It was not an error made by the customer, however an error by Makro after all. I called again before 18:00 Friday evening, whereby Thembi answered and could not provide feedback - this is no news, Makro keep on disappointing. I've spoken to her team leader on duty the 21st of December 2018, which hung up on the call - SHOCKING SERVICE for a team leader. With all this said, I will never again purchase anything from Makro online store as the lack of service delivery is ridiculous and utterly disappointing. A online store is there to support customers and make it easier for them and not to be a tiring process getting feedback or a refund. I understand that a lack of communication between departments can delay proceedings, to this I am oblivious, I too rely on other departments in my profession, however an estimate of 4 days to receive a call can surely not be acceptable. We would appreciate some feedback.