Makro - I'm struggling to get my refund

On the 23 of October I purchased a cellphone online at makro. It was supposed to be delivered on Monday Last week but unfortunately my order got lost. I received an email from Makro last week Wednesday stating that they have processed a refund for me since my order was lost. Yesterday on the 4th of November I called to inquire about the refund and the agent tells me there's nothing regarding a refund on their system and that she'll check with the finance team and I should expect an email stating that my refund is approved but still I haven't received any email.