Makro taking long to process my refund.

I made a purchase online and paid with payflex on the 25th of July, Makro failed to process the order, saying the order is awaiting payment, I submitted proof of payment…but days later it still appeared as awaiting payment. I requested that they cancel the order and refund me. I don't know how many times i called Makro and they keep saying that they have escalated the matter, its the 22nd of August today and Makro has done little to nothing to cancel my order and process my refund.