Order amount deducted twice- No feedback on complaint

A week ago I wanted to order a meal from KFC's app which I had on my phone. I have ordered from the app before. So I place my order and it loads for a couple of seconds and then says order is canceled, so I try again, thinking it has some kind of system glitch or something. Then just before I try for the third time, I check my bank balance as it is linked to the KFC app and there I find that the money for the two orders that said "order canceled" has been deducted from my account, but I haven't received any order confirmations. So I give it some time thinking the money would be reversed as this has happened to me before with other online shopping apps. After a while I check and find that the money has not been reversed, so I start a chat on the group with one of the consultants and explain my situation and I am advised to send an email with my bank statement attached to the customer care email(***) which I do immediately. After a couple of days only I receive a response email with a case number asking for some information. I then reply with all information and attach my bank statement as proof of the transactions. I have not received any response or refund whatsoever and it has been a week. I sent another email requesting feedback, but this was also not answered. I am a patient person and have no problem waiting as long as I receive some kind of feedback in the process. Till this day I have received none. Case reference: KFC Customer Care Case CAS-836449-F4Q9R8 has been logged YUM:***. I find this to be very *********** and unprofessional.