Poor Customer Service

I ordered a meal on the KFC App on behalf of my Mom who is in East London, I paid for the transaction online. Half an hour later, I received a call from the driver advising me that they do not deliver to the suburb and that he has left the order at the store. I then called the KFC Careline to gain further assistance on the matter, only for the agent to tell me to hold instead of assisting me in processing a refund.