Makro does not provide product and withholds refund

On 08/05/2020 I placed an order online with Makro on behalf of Boksburg Child Welfare as I am the Director. The retailer did not have the organisations bank as part of their online PAYU system hence I contacted their customer care helpline to retrieve their eft banking details. Banking details was received via email and payment was done using the online reference number. The purchase was for 4 thermometers to be used by social workers when out on investigation. This was not the first time an online order was made by me on behalf of the organisation and payment was made via eft. A week after purchase my Makro online orders profile showed that payment was still outstanding. Numerous calls were made to the call center and they reassured that their finance department had a huge backlog. On the 15/05/2020 I made another call to identify what was the issue and was asked to send proof of payment which I did. No feedback was received. On 19/05/2020, Nomsa (Makro) responded and stated that the proof of payment was forwarded to the relevant department to allocate funds and once they get feedback they will revert. On 08/06/2020, Nomsa responded and stated that the finance department confirms that the beneficiary account does not belong to PAYU and they are sorry for the inconvenience. They were ready to close the query despite the fact that I had explained the situation several times. I then forwarded the email where I received the account details for eft from a Makro staff member. On 09/06/2020 I received an email stating that they have escalated the email to the relevant department and that they are sorry. At this stage I wanted a refund as I had to make purchase for the thermometers from another retailer to protect my staff and the children/clients we work with during the Covid-19 pandemic. On 10/06/2020, I received a call from the Makro staff member who initially provided me with Makro's eft detail, he requested me to forward the banking details for a refund. I did send it through. On 13/06/2020, I received a call from Nomsa requesting the same information. I sent it to her together with the NPO certificate of the organisation as well as my personal information. On the 22/06/2020, after a phone call, Nomsa stated that she had escalated the query to the finance department as to why the refund was not made. There has been no response since. After checking the organisations bank statements for the past two months, a follow up email was sent on 06/07/2020 to which there has been no response to date. Boksburg Child Welfare is a non-profit organisation relying on donations, sponsorship and a subsidy from Government. This organisation has a responsibility to the community and its donors/funders to report on the financial management in general meetings and through quarterly audits. Currently Makro has not provided a product nor refund hence tarnishing the good financial standing of this organisation!!!