WAITING FOR A REFUND

Hi Team, I ordered products online 2 months ago with Makro Online. 2 weeks later they could not get hold of the supplier and they suggested they cancel the order and refund me. I completed all the documents for the refund but 2 months later I am still waiting for my refund. They keep advising it has been processed but nothing has been done. Poor service and won't be using their online portal at all. our Makro return request # ***8 has been refunded-If it was refunded why are no monies reflecting in my account?