Makro is very incommpetent

I made an order online for some beverages that Makro kept delivering to the wrong place and canceling my order. Eventually they managed to deliver to the correct address however they sent incorrect items. I logged a complaint and requested a refund for which I was sent an invoice on the 05/02/2025 and was advised that my refund had been processed. Today I called on 13/02/2025 and no one could assist. Their consultants are rude and either put me on hold or kept hanging up on me and no one can give me a direct answer on my refund!! I need that money back