Online KFC HERCULES

My sister have placed an online order at KFC Hercules. The money went off from her bank account but she did not receive confirmation, she phoned the store and asked who will be able to assist her with this, they advise to phone the customer care number. She have been trying to phone several times, the lady that picks up the phone says she is going to transfer her, and then the phone call just get ended, very very unprofessional. Can someone please assist to get her money back. We have sent the proof that the money went off to ***. Please let me know what can we do!!!!!!