MAKRO'S FAILED ORDERING SYSTEM AND DREADFUL CUSTOMER SERVICE

I've placed an online order (#MAK***) on 29/11/2019, and paid immediately. The order was cancelled by Makro, apparently because they did not receive the funds. The Proof of Payment for R6589.00 was forwarded to ***, ***, and ***. I send a few e-mails regularly to all the said e-mail addresses, hoping that they will clarify my order. I've phoned the Customer Care Line on different occasions to get my order sorted. I've asked for a refund on 19/12/2019, and banking details were included. I phoned again, and send an e-mail to follow up on 03/01/2019. I've send a 5th request this afternoon, after the Customer Care Consultant confirmed that the issue was escalated, but she could not tell why the refund was not processed. What she could confirm, was that a service consultant will look into the matter/process my refund 5 - 7 working days. I am at wits' end, kindly please assist.