Makro won't refund me it's been 3 weeks now

I placed an order on the 26th of March but quickly realised I forgot to add an item so I canceled the order on the same day but money was deducted on my account. Till today Makro won't refund me an amount over R2000, I have calling and sending emails and I'm being sent from pillar to post with rude consultants who keep disconnecting calls. This is my money why do I have grovel for it. None of the consultants have given a clear explanation as why my refund hasn't been processed. I want my money back!!!