KFC bad service

On Sunday I placed an order online for food at the KFC Rockland branch, the money was deducted from my account immediately, three hours later I enquired about my food and no order has been made to which I then asked to refund me if the food has not been made the lady then asked me to wats app her proof off payment only to tell me to email their head office for a refund I then asked her to send my food and I was then told that I can't be send food bcos if the money is returned they will run a loss so I must first email the proof of payment to the head office and if that is sorted then I can reorder.... On Monday I sent my banstatement to the head office and to date I haven't heard a thing from KFC.... My money has been taken for a second time I had the same ordeal two months ago and I let it slide but now the amount is more and I took the steps which was told to me and to date no word or reply from KFC