Makro online

I ordered my daughters christmas present to with makro online, the website didnot acknowledge the payment although i did get notification from the bank. I called the online call centre and was told the payment had not gone through and wouldn't be taken from my bank and i must re order and make payment. I did and this time paid by eft to avoid problems. I recieved confirmation etc. 3 days later i saw the 1st payment had indeed cleared and that two payments had been made. I contacted Makro firstly by email and had no response then by phone. I was told they had cancelled the order and would process my refund. I explained I had checked before placing the order that the first payment was not recieved and the apologised and promise me a refund. A week and a half later i am now in Cape town and still haven't recieved the refund a called the call centre and was told my refund hadn't been processed as i had not sent them proof of payments! I had two orders they had confirmed payment for, they told me they had two paymets...now they ask me for proof of payment...this makes no sense. I was not asked for proof in my first telephone conversation and I was not contated in the interim.