Refund not being paid after they canceled the order

I ordered on the KFC App 24 Jan and my order was canceled. I was told the refund will reflect on my account in 7 days. I decided to phone on the 4th Feb to follow-up and was told I was supposed to call immediately regardless what the feedback was on the app. A query was opened, I phoned again today 6 Feb and this time was told for Nedbank clients I will need to go to bank branch to ask them to release the funds. And everyone I speak with just wants to speak over me, Noone is assisting. Why do I now need to take time and go to the mall, spend petrol and wait in queue for my refund???