BAD customer service

I ordered on the kfc app food and when I made the online payment the money went through on my bank account but according to the app it failed, I called the customer care number that is on the kfc app and had to wait for almost 30 minutes just to talk to someone to help me. When they finally answered the lady said they will send me a reference number and send the money back to my account. It has been over 12 hours now..still no “reference” sent to me and I still dont have my money back. ***