Order not received

About two weeks ago I purchased a 3 piece plus pap meal on KFC app which was supposedly prepared by KFC Atteridgeville plaza, I however did not receive my order. I sent them an email and called their call centre where I was told that they will send me a case number but they didn't. I took the matter to Twitter hoping that they'd take a customer complaint serious but guess what?? They ghosted me!! I called thier call centre the person who was helping me did not escalate the matter. All I want is my money back!!! I am very disappointed by KFC