Makro not paying refunds after they cancelled my R5999 Order

On the 24th of November I ordered (Order MAK***) a Microwave worth R5999 online at Makro during the Black Friday special. I paid via EFT and funds were deducted from my bank Account. The order status remained payment pending since that day and never updated. I sent them an email to indicate this, they called me to follow up and I explained what had happened and the consultant said I must send proof of payment which I did (Reference ***). On the 4 of December, my order was cancelled and I then rep**** to the email reference i received when I sent proof of payment. On the 8th Dec. I called their Customer center to follow up and was told that the system cancelled the order due to non payment. I then asked about the refund process and was told that I need to submit my ID and Bank confirmation letter, which I did the same day. On the 11th December I called to check if they received the documents they requested for a refund and the consultant I spoke to said they didn't receive anything and I must resend, again resent, even asked for confirmation that they received the document and I received it. I did not hear from Makro since then, no call, no email. Yesterday the 27th I called to follow up and was put on hold for a long time, about 10 minutes. The consultant that took the call said that he had gone to the finance department to follow up since he could see that I had submitted all they needed for my refund to be processed. He didn't give me a reason for the delay but assured me they will prioritize my refund. Since Makro had not come back to me ever since I raised the issue and I was the one who had to call all the time, I made a decision that I will call them daily to follow up. Today the 27th Dec. I call again and got one of the consultants who I had spoken to on the 11th and she remembered by query. She told me that my case is still with Finance but didn't understand why it is not being processed. I asked then that I would like for this escalated and to speak to a Supervisor at Finance or Customer service. She say she had no number to provide. I told her she can look for them and I will hold, she came back to say she cannot find any of them.

I am now posting this so that I can be assisted to get my refund.

Kind regards Kateko