Makro don't want to process my refund

I place order MAK937090 on 22 August 2018. On 23 August I requested the order to be cancelled at the Cape Gate store, no reference number was given as the consultant said the supervisor is not available and he will ask him/her to cancel and refund to the credit card. A week later I phoned the national number and they advised that the order has been cancelled. They transferred me through to the Cape Gate branch where the consultant again said that he will request from the supervisor to cancel the order. During this time I sent a mail to Makro Online support on 23 August. They only responded to my mail on the 30th of August stating that they will request Cape Gate to cancel. On 3 September I requested and update which I got on 6 September stating that they are waiting for the branch. Now we are almost 3 weeks later and I have received no refund.

Send them an official complaint on 11 September 2018 and still no respond.