Makro refunds dept

I have been calling Makro regarding my refund for an item I bought online and was collected by the courier weeks ago. I have been calling and emailing Marko numerous times but I receive the same answer "PENDING"!!! This is unacceptable as they cannot even tell me when will it be finalised a I have to be the one who keeps calling them to follow up. I require my refund immediatelly.