Double payment ... no interest in refunding me.

Awful awful service ... I paid TWICE ... in November and I’m still waiting for a refund. Ordered online at Sherwood KFC in Durban while on holiday. Order deducted but store never received the order. Had to go in an pick up and pay again. Called multiple times but am refused to get the owners contact to help speed up this mess. Call Centre refers me to the store, the store says they’ll call back ... nothing happens. This is not on. How difficult is it to trace the payment with all the details I’ve already provided.