Makro holding my money hostage

I bought food for a NPO on 11 April 2024 via the makro web site. It took me to the makro payment portal. Where i entered my bank details. The payment went off my account twice. Since then, it has been fighting, begging, pleading for the refund. At first, Makro insisted on a proof of payment from me, not understanding that because the payment was done via the Makro payment portal I had no proof of payment. Eventually, they said they had requested documents from me, i never received such request, but if forwarded the documents. I was then told that the payment would be done within 72 hours. 3 days later i phoned again, and this time was told 72 business hours. Today 7 May 2024, still no refund, still no answer.