MAKRO REFUSE TO REFUND MT MONEY FOR THEIR FAULTY RETURNED ITEM

i logged return with makro on the 09th of february. item was collected on the 19th due to "store having issues with courier". today is the 19th of march and my return has not been attended to. i have made number of calls already and everytime im told that, an email will be sent for escalation but still nothing. this is nonsense, really.