Ridiculous service

I am writing to formally lodge a complaint regarding an incident that occurred on 02 May 2026 at your drive-thru.

I placed an order and paid an amount of R214.70. After making the payment, I was instructed to return to the previous window as I was informed that the transaction had not gone through. I then repeated the payment process. However, upon checking my banking app, I noticed that the amount had been deducted twice.

I was provided with a receipt confirming that both transactions were approved. I was then advised to return after three hours for assistance. Upon my return, I was informed that the store could not process a refund and that I needed to provide a bank statement before any assistance could be given.

This experience has been highly inconvenient and unacceptable for the following reasons:

The double deduction occurred immediately from my account, yet no immediate resolution was offered. I was required to make multiple trips between the store and my bank, causing unnecessary time and cost implications. I was asked to provide a bank statement, which raises concerns about sharing personal financial information. No effort was made by store staff to record my details or initiate a follow-up, which reflects a lack of accountability and customer care.

Furthermore, I was informed by the branch manager that if the transaction had not reflected on their system, it would be considered a loss on KFC’s side. However, this does not address the financial loss and inconvenience I have personally experienced.

I request the following:

Immediate investigation into the duplicate transaction. Prompt refund of the duplicated amount of R214.70. Clear communication on how this matter will be resolved. Consideration for the inconvenience caused.

I trust that this matter will be treated with urgency and professionalism.

Kind regards, [Your Name] [Your Contact Details]