Makro Refuses to Refund me

Makro keeps on telling me that my refund has been processed and it will clear on my bank soon but its been 3 weeks now and there has not been any refund. I have been calling them since the the 14 June and still my money has not been refunded. The request for the item to be returned was lodged on the 9 June 2023 the same day the item was delivered and they took their time to collect the item. I have sent them my banking details to refund on my account and required documents and still my money is not refunded.