Makro refuses my refund or give device back

i am so disgusted with makro,

i had a hard drive that was faulty that was under warranty witch can be replaced under that i know i' m in IT i replace drives with all the major players in ZA . but they refused to replace it and did a "refund" they did a refund with out confirming my account or my details or send any proof that they did, this been going on for almost 2 moths now where im reguesting my refund and they just say it been escalated and is being prepossess. i have logged complaints i have emailed and makro just does not want to assist me and im at the point where im going to get the consumer protection board in as this has been past 18 days now