Makro not refunding my account after I logged the return 2 weeks back

I bought a home WIFI router at Makro online, when it got delivered we then discovered that it was not compatible with the contract SIM I have and had to return it for refund, I logged the return on the 3rd of August with ref number #***0, the device was collected by their courier a day after. I received an email from Norman Dilley on the 10th of August notifying me that the refund will be processed and should appear in my account in a few days, the money has not reflect till now, I really need this money as it has been 2 weeks now since I logged the return request.

I called today (call ***) , the 16th of August and Ayanda who was assisting told me the refund is still in progress, and kept me waiting on the call till my airtime ran out, while she was checking with the finance department.