Disturbing service

On the 17th November I had placed an order with KFC via their online app... After a while of waiting for my delivery I received an sms to says my order has been canceled as the driver is not able to deliver... I then called customer care with the number provided on the app to inquire about the sms... I was told there has been a problem with the driver and KFC will look into it and correspond the details with me... I was also told my would be refunded for the order... It is now a week later... I have received no correspondence and neither have I been refunded... It's very disturbing that 1. I have not recieved my food on the day which was a major inconvenience and 2. Why have I not been refunded as yet???