REFUND

I placed an order online on the 10th Sep which was confirmed and i paid with my card 3 hours later they sent me email and SMS to say that my they had to cancel my order cause the driver could not deliver, my place is 5 mins walking distance from the KFC that was supposed to deliver, anyways they said that my money will be refunded, i waited for the refund until last week tue 14th when i decided to contact customer services and was promised to be refunded within 7days but i still have not received my refund to this day, i just called again an i was told my issue is still not resolved, WHAT ISSUE cause all they had to do was to refund me since they decided to cancel my order?