Refund not received - over past the original due date

Good day Hope all is well

Please assist me with my matter. I purchased from Makro online and I automatically got a message from them stating that “ Sorry, we're unable to place your order. If money was debited, we will automatically initiate a refund shortly “ refund policy takes 7-14 days and I am on day 18 today . Every time I contact Makro they advise me that “ the status is still invalid “ I’m logging a complaint for the second time . The first time Makro responded here on hellopeter that they will resolve it as soon as possible yet nothing has changed

Order number from Makro is OD***