Problems with my Refund

This is my 3rd Hello Peter for Makro and I am still struggling with their Customers Service. On Tuesday (31st of December) a Person from Montegu Gardens Online Store gave me a call saying that she will approve my refund and that I will receive a email shortly after the phone call. A few minutes after the phone call I received a email saying that my order has been handed to the couriers when I specifically wanted a refund. I am truly fed up the Makro. And I've been trying to reach Montegu Gardens Makro Store, but no one is answering and when I call Makro's National line each Customer Consultant tells me that they will escalate the matter, but I haven't received any communication back. For a refund to be approved it should only take 24h. It's been a week now. I've been calling every single day and wasting my airtime. I have never received such bad service in my life. You would think complaining on Hello Peter would alarm them, but no. They just carry on with their nonsense.