Poor service and refund not recieved

I recently used the KFC online services placed my order and paid by card after waiting almost 2 hours for delivery. I called the customer care line and was then informed my order was cancelled. I was told the driver cancelled it. my card was debited so I asked about when I would receive my refund. The customer care agent said he would log it and I would receive a reference number via SMS. I never got one. So I proceeded to the email services to which I got a standard email back requesting more information to which I provided. I have not received a response and when I email them I keep getting the automatic response from the 1st email I sent though. KFC services are really poor in regards to customer communication. I have no idea what is happening. It's been 5 days since this has happened. The online services seem very ***** they are quick to take payment but when something goes wrong there's no way to have proper feedback and communication. How is it that payment can be taken immediately but to refund money for services not provided we must noe wait between 7 to 14 days and hopefully u may get it......