Makro Refund

I placed a order with Makro online on 23.11.2018. On 26.11.2018 I called to cancel one item which was bought incorrectly. The cancelled the item. They told me that my refund will be made in 7 working days. Too date I haven't received anything. I call Makro everyday and I just get told they will escalate it to finance. When I ask to speak to a manager I get told the manager is in a meeting. So do these managers have meetings all day long. Because whatevever time of day I call, I get told that they are in a meeting.