Makro Online failed to complete my order and stole my money

I placed an order online on Black Friday - the 25th of November. My payment went through successfully, but on Makro's side, there was an issue. I then called the Makro Online call centre and they opened a ticket (***). They responded and asked me to send them the proof of payment from my bank account which I did. I followed up with them a few days later and they confirmed that they received my Proof of Payment and that everything is in order. They informed me that my order is now with their online finance department to allocate the funds to my order.

I have now been waiting more than 2 weeks to get this resolved so I can collect my order. I have logged into my Makro account now and it's showing that my order has been cancelled. So now I have not received my order and Makro has ****** my money.

When I call the Makro Online center I have to wait 20 minutes and then no one is able to help me.

I DO NOT KNOW WHAT TO DO ANYMORE SO THAT THIS CAN BE RESOLVED. I HOPE THAT A SENIOR MANAGEMENT PERSON CAN SEE THIS SO THAT SOMEONE IN MAKRO CAN TAKE RESPONSIBILITY TO HELP ME !!!!!!!