KFC takes money without providing food

I January I ordered online through the KFC website. The amount went off twice through my bank account but the order was not confirmed. I contacted the store and they indicated that they do not have the order confirmation and I should take up matter with KFC head office. I took up the matter with KFC complaints department in Feb and they requested I submit proof on bank statements, which I did. I contact them each week and they indicate it is with head office and they will get back to me and no one does. It is totally unprofessional for a reputable firm not to provide refund/voucher for food ordered not received and most disappointing is that no one responds as to what is the outcome