Outstanding refund of online purchase done 11 November 2019!!!

I placed an order on the 11th of November, after a few days (9 days!!!) have passed and the ordered still showed "in progress” online, I phoned the customer care line to find out what the status is. I was informed that there was no stock of the item, I requested that the order be cancelled, the call centre agent who assisted me told me that the order was cancelled and that I would receive a cancellation email confirming this. No email received, to this day. I called again a few days later to follow up on the refund and when this will be actioned, again I was told they are processing it. To this day I have not received my money back, this is now more than 7 days waiting for a refund -> how difficult is it to refund a credit card purchase!!!

Can I please get feedback ASAP, as you are now in breach of your own terms and conditions around refunds. https://www.makro.co.za/customer-service/peace-of-mind-policy

I have now emailed a request also, still no response after 48 hours, phoned multiple times without someone able to assist me.

This is shocking service!!