Makro not issuing refund due

Like so many others I am still waiting for a refund two and a half months after Makro couldn't supply stock of an item I paid for. I have made numerous calls and sent many e-mails. One person told me they couldn't refund the credit card I had used (I can't understand why) and asked for an alternate bank account which I gave them on e-mail along with a copy of my ID, as requested. Still no refund. If Makro are turning a profit it is only because of all the money they are *****ing by not issuing refunds when they are due.