Makro Online Shopping Refund not Paid

I used online Makro service twice and items were cancelled on both different orders in April the other order in August. I called Makro and I'm told my refunds have been process and paid back into my account. The money does not reflect in my accounts, upon making numerous follow-ups (more than 10 times on phone an email) I was informed that the refund has been paid into an account of a bank I have never used. I think Makro personnel are refunding the money into their own accounts and not customer accounts. The staff at Makro is very arrogant when I make follow-ups or queries updated with "We are pleased to inform you that your refund has been processed and successfully paid to you. Please note that the refund will reflect in your account/original tender".