Makro/Univa credit shambles

Logged a call about a broken Univa washing machine two weeks ago. Followed process. 8 days ago technician confirms a replacement/credit will be provided. Follow up with Univa Agent in Gauteng on Friday and he confirms company has submitted credit note to Makro. Now Wednesday the following week and two escalations later Makro has nothing on their side. And call centre agent just logs another escalation - pathetic.