KFC refused to refund my money for a product that was never delivered

I bought at KFC online under Thokozisa on the 25th of June 2021 and no order number was generated yet the amount of R199.99 was taken off my account. I then called customer care same time and there told me they were also unable to track the order as the system was offline and advised me to go buy at the branch and KFC will refund me for the online order. I did exactly that and then submitted my request for a refund on the 16th of July and got a case number CAS-714511-H2X7V0. The order number that later came through via email was Thokozisa***. I have been calling customer service with no assistance from them as they keep telling me they are escalating with to Head Office. I also wrote on Facebook and someone called me from Head Office a month ago and got the details of the store I had selected, promised they were going to call me back and never did. I am very frustrated by KFC and they seem to enjoying sitting with my money for a product that I never received. Can KFC refund me my money please!!!!