Makro took my money and items still in cart but won’t refund back my money despite sending my banking details as requested

I placed an order online on the 24th of May. After payment confirmation on my banking app i went back to the app and items still remained in the cart prompting me to complete purchase yet i had already paid. I immediately lodged a complain via email and got the reference number RC5H. Following day 25 May i called the call centre and spoke to Caroline who asked me to send through PDF format proof of payment of proof of ID in response to the email she sent whilst we were on the call. I sent immediately after and got a new reference number : RCGQ. I have been calling daily since then and keep being told that we are awaiting feedback from our finance department. Yesterday i spoke to Mellisa and she said this issue has been escalated a lot of times now i should be getting an email requesting for my banking details by end of day yesterday. Up until now, 4 June, i haven’t recieved any feedback nor my money back I am at my wits end and planning a trip to their Headquaters tomorrow morning. They owe me several thousands of rands and they cannot keep me running around like a headless chicken like this. Your customer service agents are absolutely nonsensical and don’t know a thing about customer care. Mellisa had the audacity to tell me my issue will never be given attention at the Head Office because i paid online so issue will only be resolved online when i asked for who to see at their HQ and the HQ address.

After an earlier 1 star review here on HelloPeter i got an email from their purported Social Media Team asking me for my banking details so they could reverse the funds. I sent the required information promptly on the 6th of June but i still have not recieved either my money or confirmation of receipt of the banking details. Their call centre agents as usual either drop the call or they just lie that they have escalated the issue. Makro is absolute nonsense