Refusing to refund my funds

A few weeks ago I made an online purchase on the Makro app for alcohol with the intention to collect from their store in PMB. I completed the transaction and unfortunately I hadn't updated my location during the transaction to PMB and the transaction went to a store in JHB. I struggled getting any help to rectify this on the app (canceling the order and requesting for a refund), so I ended up calling their help line for assistance. The call center agent I spoke said the the refund had been initiated, but on the app it showed the order was open for collection. I then went to the PMB branch where I ended up getting assisted with canceling the order and initiating the refund. The 25th the cancelation was initiated and they had indicated that within 14 days my refund would be processed. Firstly the were processing the cancelation and refund as per items ordered and not the complete purchase which i didnt understand but I made no issue about. The smaller amount of the two items I purchased was refunded on the 18th March as per the message on the app however the larger amount of the two items which should have been paid on the 17th of March has not been paid to-date. I have called in twice to follow up and the first time I spoke to the call centre agents they had said Woodmead would request for the funds to be released by Friday the 20th March, but that wasn't done. I called again on Tuesday 24th March and this time I ended being copied on an email in a format I didn't understand and I still have not received clarity as to why my funds have not been paid back to me yet.