NO REFUND or any contact regarding cancelled order!

I cancelled an order for a considerable amount of money before it could be delivered. I did not receive the goods but neither have I received my refund or any contact from Makro around when I will receive my refund. I have been constantly contacting them via the support centre, chat function, email and even contacted Head Office but was on hold for almost an hour with no human actually answering the call. I stayed on hold until after 4pm and decided to hang up and call back only to be told "everyone knocks off at 4pm" but they failed to answer a call well before 4pm. The customer care email address and phone number is terribly useless and the agents can do nothing to help. It is terribly unfair that they are keeping money that does not belong to them and making me run around, costing me more money and valuable time to call and follow up daily with no response on why they have not yet refunded my money. I am considering a visit to their head office to get some sort of help. This would mean a day away from work, again costing me more just to get back what belongs to me.