KFC no deliver for paid goods.... money not returned.

On the 02 March 2021 I placed an online order for delivery with KFC in Maitland, Cape Town at around 15h00. I received an SMS at around 15h20 that the driver has collected my food at the mentioned KFC and was en-route to deliver shortly. At 16h20 I called KFC in Maitland to ask when I could expect the delivery, I was told that they could not locate the driver and that they would escalate the matter to the customer complaints division.

I was assured that someone would call me from around 17h00 from KFCs complaints department.... I even received an SMS stating that someone would call me. That call never came.

The next day 03 March 2021 I called back to the store and I was told that the matter would be escalated even more now and that could expect a call.... again that never happened. My calls to the store went on to the 4th and 5th of March with promises of this call from a customer complaints agent.

KFCs first attempt to make contact with me was at 16h35 Saturday 06 March 2021 which resulted in a missed call as I was not available.

Then on Sunday 07 March 2021 at 17h45 we finally made contact. I explained to the lady what had happened and she assured me that 'GUESS WHAT' the complaint will be escalated even higher. I have no idea how many more times this case will be escalated.

NB*. My order was for around R346 debited from my card.

i am writing this review on Wednesday 10 March 2021.

I have not received the money paid back into my account and the voucher for food to an undisclosed amount which I was assured to receive.

My question is, is this a case of theft since my money was taken ... received no goods and my complaints just going nowhere, should i approach SAPS and report this?