Poor customer service KFC online

On 2 August I made an online order with KFC and funds were debited from my account but also received a pop up message saying order unsuccessful. I checked my account and there was no refund and I called their customer care and spoke to Portia who informed me that they were aware of the online ordering issue and I will be refunded in 24hours. I was not happy as I failed to understand why the system was allowing orders whereas there was a known issue and now I had to wait 24hours with no refund and no food. I sent the customer care an email and received case number ( CAS-728111-J5G5XO) After 24 hours I was still not refunded. I received a reply on my email and I responded with the information they wanted. Another 24 hours passed and I called asking for feedback and I was told I need to email my bank statement which I did and again there was no other feedback. I decided to let it rest for a couple of days now since I thought maybe the funds will reflect in my account. Yesterday I called them again and spoke with Lebohang who told me that my case is which the finance department and not with them anymore so he can't really give me any feedback. I asked him how do I get hold of finance department because now there has not been any communication or feedback. Then he told me that he will email them himself and copy me in the email, I never received any email until now so I'm not sure if he just said that just to get me off the phone. I am very disappointed and I don't know what else to do as it seems like this matter is taking forever to be resolved and its costing me because I keep on calling for feedback that I'm not getting..