Ordered on money app, 5 days later no order or no money back

Ordered food from the KFC app, money was deducted for the order but no order number received. Had to go physically to the store which I placed the order with only to be informed that no order was received yet my money was deducted from my account. The manager instructed that I should log a query on the app which I did. It's been 5 days later and still have not received any feedback or my money back. There is a number to call for "urgent" assistance but it just rings. I would not advise anyone to use this app unless they are willing to lose money and get no service.