Makro insincere holding on to my refund!

Makro does not want to refund my money for an unsuccessful order. I submitted all the required proof and I keep getting told by the call center that they are waiting for Finance feedback and there is no way to escalate or speak directly to the so called Finance. They acknowledged receipt of everything required it's been two weeks of endless calls following up I can't even account for the airtime I spend on top of my R7995.00 that they are holding on to!