Makro delay in refunding my money!!

26 November purchase date. 2x20 ok Cappuccino and 5l Sunlight not in stock. 29 November SMS received stating refund on above products will be paid into my account within 5 to 20 working days. Nothing received. I emailed One Day Makro reply on 10 December regarding non refund of my money. No email reply received. 18 December I called Makro online refund. Lady stated she could not see anything about a refund. She would escalate the issue and later yesterday, someone would have contacted me regarding the matter. No one called me. The reference for the call is 5LGP. When my money is not refunded, immediately the issue of possible ***** presents itself. Is someone at Makro hoping I would forget my money and they would ***** it quietly? I am extremely upset because Makro has been a favourite store, however, this occurrence has left much doubt in my mind.