KFC refuses to refund my money that was lost using their self service kiosk.

I went to KFC (umhlanga Rocks drive), in Durban North. I was directed to use their self service kiosk I placed my order, paid using my card and as soon as the payment went through the machine switched off. The cashier called the manager who was extremely rude who told me there is nothing she can do, and suggested that I am lying and my money would reverse in a few minutes, I waited for an hour and the money never reversed. She then told me to go and that this would happen within 24hrs, I asked if she would follow up and she never did. This happened on a Thursday.

I sent an email the following Monday (which was given by the manager) and subsequently discovered that I had been provided with an incorrect contact. The manager's demeanor was unhelpful, and they did not offer to take my phone number for follow-up. I had to contact the store again the following Wednesday because the promised 24-hour refund had not materialized. I was informed that the correct email address would be sent via SMS, but I had to make another call before finally receiving the accurate email address.

I returned to the store in person because a statement was insisted upon, despite my previous call to the bank in the manager's presence, during which the statement issue was discussed. The bank shared that the statement was not ready and that the money had infact been transacted and not reversed. I later sent a statement showing the day of the transaction up to that current day. They refused this statement and demanded a full one. My bank advised that this is not necessary as you are not a financial institution and have no business with people's statements. They insisted that at the end of the transaction day, kfc (Arcadia) should have been able to note a hanging transaction and processed the refund.

This experience has been profoundly disappointing.

I trust that this matter will be resolved efficiently and that similar situations will be prevented for other clients in the future. I believe that the responsibility for this issue rests with KFC, and as a customer, I should not be required to provide extensive explanations due to internal technical challenges.

I contacted the KFC customer service who still insisted on this statement despite everything I shared.

I visited KFC with the intention of purchasing a pleasant meal for my family dinner; however, I ended up departing without any food, lost money and overall disheartening customer service. I should not have to work this hard to get my money back, I just want my money!!