Kfc failed a loyal customer

I ordered twice using their app. The second order did not appear at the restaurant but my I paid online. The store didn't take it's time to communicate with me. Even today 5 days later I'm the one who should try to beg kfc customer service to assist. When I went to the store they said it will reverse automatically but it didn't and they did nothing to check the process. How does such a big company fail a loyal customer.