Still waiting for my complaint reference no.?

On 29/12/2014 at 19h00&19h35 called the KFC Customer Care Line. Spoke to Lazarus, logged a complaint about Northway Dbn North KFC. After explaining the situation to Lazarus, was assured he would contact the store & ensure they post me a refund. On 30/01/2015 at 09h20 called the KFC Customer Care Line as had not received refund. Enrico would discuss it with Lazarus & get Lazarus to call me. At 09h31 Lazarus called & asked for a call reference no. for my complaint of 29/12/2014. Told him that it had not been sms'd to me. Had to explain the whole situation again to him & he assured me he would provide me with a call reference number & log the complaint (which would result in an sms being sent to me) after he called the store to followup.On 02/02/2015 I again called the KFC Customer Care Line as I had not received any sms with a reference number, despite having been assured by Lazarus this would be done. I spoke to Mandla, who could not locate the complaint on the system under my cellphone no. Requested the Supervisor (Given) to call me asap. Sent email through to them. F/up email on 03/02/15. STILL no response at all & STILL no complaint ref.? Customer Care Line is useless