Payment Deducted but Order Not Received – KFC Airport Branch

On Friday evening, I visited your KFC Airport branch to purchase dinner for my family. As usual, I used one of your self-service machines to place my order, as your cashiers typically only assist customers paying with cash and direct those paying by card to use the machines.

After placing my order, the machine confirmed that the transaction was successful and prompted me to remove my card. The payment was immediately deducted from my bank account. However, the machine failed to print a receipt.

When I approached a cashier for assistance, she was extremely rude and dismissive. Despite showing her proof of payment on my mobile banking app and the SMS confirmation from my bank, she insisted that I would not receive my order because I did not have a printed receipt.

This experience was incredibly frustrating, especially as I had promised my pregnant wife that I would bring dinner home. Later, when my wife contacted the store, one of the cashiers admitted that there were ongoing system issues with the machines and that this was not the first time such incidents had occurred. She also mentioned that they had been instructed by the “manager” not to release orders without a printed receipt, even when proof of payment was provided.

It is unacceptable that customers are directed to use malfunctioning machines and then denied service after making successful payments. To make matters worse, I was told to return with my bank statement as proof, an unreasonable request unless KFC plans to reimburse my fuel costs.

Before I left the store, Anelisa took my name and contact number, promising to call me back — a call I never received. I was also given the store’s number and an unidentified cellphone number ***) and instructed to call the next day.

I request that KFC urgently investigates this matter, confirms my payment, and ensures that my order is honoured. Your transaction records for that evening should clearly reflect an unallocated payment of R205.70 at 19:45. If this transaction appears on your system, it confirms that I was charged but denied my meal.

I expect this matter to be resolved within 48 hours. Should I not receive acknowledgment of this email within 2 hours, I will escalate the matter to HelloPeter and the Consumer Ombud.

This complaint is about more than just the money, it’s about the principle of fair treatment and accountability.

Regards Wendi ***