Useless finance department

I made a purchase via the Makro app on 30 June 2024, I noticed after paying that the app showed that the payment was not done. I decided to give some time for Makro to allocate the payment as it was successful.

On 04 July 2024 I phoned the contact center to raise my concern about the payment which had still not been allocated and they advised me to send the proof of payment to *** and ask them to allocate the payment. I did this on the same day and am yet to receive any response from them.

I phoned again on 12 July 2024 to follow up and expressed concern that my order would be canceled. The consultant verified that the proof of payment had been received but that the payment had not yet been allocated but that I should not worry about the order being canceled as the query was open and he would escalate the matter.

On 15 July the order was canceled so I phoned again and the consultant said she would escalate the matter as nothing had been done.

I phoned again on 20 July 2024 to follow up as I had still not had any feedback and the consultant told me that once the order is canceled, there is nothing further to be done. On this day I emailed *** with my query, I have not received any response.

I called again on 26 July 2024 and the consultant confirmed that the payment had not been allocated, no feedback on the system after various escalations and that he would escalate the matter again. I asked to speak with a superior but was told that they were on a call and that they would request a call back. No one called me back.

I called again today (01 August 2024) and the consultant told me that there were various escalations and that he would consult with his superior and asked me to hold for his superior, I was on the line for 36 minutes until the line eventually cut out.

The consultants at the call center have all been very professional and friendly each time I have called, but they are not able to solve my problem. It's incredibly frustrating as I saw there was a problem, informed them of my problem, have made many attempts to solve the problem but Makro is just not doing anything.

One consultant suggested I place another order and request a refund but how many years will a refund take if they can't even allocate a payment with the order number as reference to the matching order after everything has already been sent to them?

The problem seems to be with their finance department who are very obviously incapable of doing the most basic financial function.