KFC Norwood Mthatha – Duplicate Charge Not Refunded for Weeks

I am frustrated with the poor service and lack of accountability from KFC Norwood Mthatha.

On 04/04/2026, I purchased food at the drive-thru and paid with my card. The first transaction showed as “declined,” even though I had sufficient funds. The cashier told me this happens with their speed point and asked me to try again. The second attempt went through successfully.

However, I immediately received a notification from my banking app showing that my account had been charged twice. I was told the first transaction would reverse within minutes, but that never happened.

As I was travelling to Cape Town, I was advised to follow up the next day. I called the store the following morning around 10:00 and spoke to the manager, who said the matter would be escalated to their finance department. I was asked to send my bank statement, which I did.

Since then, I have had to follow up multiple times with no resolution. Each time I contacted the store, I was asked again to resend my bank statement (from 04/04/2026 to date), yet no progress or feedback was ever provided. I have been the one constantly chasing my own money.

On 25/04/2026, I went to the store in person, only to be told that the money is not with them and that I should go to my bank. This response is unacceptable after weeks of being sent back and forth with no accountability.

According to my bank statement, only one transaction was successfully processed, while initially there were two pending transactions. To date, I have still not received my money back.

This level of service is unacceptable. I expect KFC to take responsibility, investigate this matter properly, and ensure that my money is refunded without any further delays.