Refund

I ordered items from Makro on 30.10.23, some items were cancelled however to date the amount for the cancelled items hasn't been refunded. I called on 10.11.23 and spoke to Thando advised her of the situation and she asked me why the refund was cancelled, a whole Makro employee asking me why the refund was cancelled, I advised her I wouldn't know she needs to tell me why it was cancelled. She asked how I paid, I told her , explained to her its not the first-time I'm buying from Makro Online, nor items being cancelled, i even advised her of the process of the refund, hence I'm now surprised why they haven't credited back for the cancelled items. I was put on hold, only for her to advise that the accounts department told her that there was an error when they tried loading the refund, asked when same will be attempted again, she advised she doesn't know. Can Makro advise why to this day my Refund hasn't been credited back