poor poor service at KFC SOUTHGATE MALL

m so so angry with kfc southgate mall, i placed my order at 17:41 and recieved confirmation email that order recieved they even debited R200 on my account. We sitting here waiting for food with my family and nothing from them not even a call, i just called them now 7:25pm and spoke to the store manager Portia, shes telling me they dont have my order i must call the customer care and check with them as they have to reverse my money because they told them they not taking orders as they dont have water. I called the customer care and spoke to Ashley ( guy) and he says i must call the driver side they must refund me. In all this im using my airtime i have to keep calling and holding im so so disappointed. My r200 is gone, no food and airtime finished now using my data . GOSH i cant follow this up again. Please do something reverse my money . i called them more than 10 times, i even reported on their facebook page nothing this is my last hope