Still waiting for refund

I have been waiting for an online refund for 3 weeks now. I called Makro Monatgue Gardens on the 14th September 2018 asking when the refund was processed they advised that it was done on the 12th Sept 2018. I still did not received anything, i now find myself calling Makro online and Makro Montague Gardens trying to get hold of a manager and no response. There has been tons of messages left but nobody gets back to me. The managers are never available this is terrible service indeed.