Bad KFC experience

I made an online order at KFC Rosmead on 16/03/21. I received a confirmation of my order at 11:27 with my order number Anelisa***. At 11:36 I received another sms that my food was on the way. Another sms came in at 11:40 saying that my food was outside. When I went outside to collect my food I saw no driver outside. I waited for about 10min and called the store (KFC Rosmead) to enquire about my driver. They told me they have no contact details of the driver and once they hand over the food they have no idea where the driver goes. I than called their call centre on (0860) 100-222 and the consultant said he would open up a case and call me back to notify me about the case. About four hours went by and I called the number again. A different consultant answered and said the case was open and would let the person who opened my case to call me back. The first consultant called back and gave me my options for a refund or a voucher and I chose a refund. He said it would take 72hours to process. I called again on Friday 19/03/2021 to enquire if they had processed the refund as I had not received any sort of communication from them and no funds were returned to my account and the lady said she would investigate and the line dropped while she was busy. Today I called again and another consultant answered and took my details and said she would call me back regarding my refund. NO COMMUNICATION has been sent to me and I want my money back as it really upset me that the driver did not even wait the min. 5min when delivering food. The KFC call centre has been promising to refund me and send me proof of refund but nothing has happened until today!