Refund not received - Still waiting - almost 3 months later

A refund was processed on 26 Nov 2020 at Makro Riversands. To date (11 Jan 2021), the funds have not been received. I have been to Makro Riversands twice and each time, they tell me that the refund is sitting with Head Office. I have logged 2 calls with the Customer Service Centre, and again, I am told that it is escalated to Finance at Head Office and they are engaging with the store. Reference numbers: 17 Dec 2020 - *** 04 Jan 2021 - *** (Charmaine was the service agent)

Eventually, I managed to get hold of Thinovia in the Accounts department on 21 Dec 2020, but still nothing has happened. She took my contact details and nothing. What is the point of reference numbers and escalation when no one gets back to you? Makro card number: ***0

Still waiting....18 Jan 2021