Order on APP, received No order & No refunf either

On a Sunday afternoon I placed an order with KFC using their APP. The App crashed while I was busy making a payment for my order. When I went back into the App, the order did not show anywhere but the money went of my bank account. I phoned the branch and they told me they did not received any orders from me. I contacted their Customer Care and they then told me they will refund me but I need to send them an e-mail with the proof from the bank that this money did go off. This all started on the 25th February 2024. On the 4th March they contacted me saying they cannot see the payment and I must send them a Bank Statement where this payment is reflecting. I send all through and since then they are not responding to my e-mails, no update, no confirmation, NOTHING!!!! It will be just good customer service to keep the communication open, just keep me up to date of what is happening, but to not respond at all is pathetic to say the least. This is the worst service I have ever received.