KFC Castle Gate and Customer Care

Odered on app for delivery by KFC Castle Gate, payment went through and my order disappeared after advising they don't habe drivers, so I have to pick up myself. I called the branch, they advised they can't help me as the payment went to "head office" and does not reflect on their bank account. I sent e-mail on 5 Feb. to Customer Care with proof of payment, they rep**** next day requesting full details (which I already gave). No further response. I followed up on 8 and 14 Feb, called them on 15 Feb., followed up on 17. I received a call from "Thokozani Mahalangu" who advised he will "escalate" the complaint. I followed up on 28 February and again sent a follow up e-mail today. THIS IS PATHETIC SERVICE AND AMOUNTS TO THEFT