Terrible service from KFC customer care after logging complaint about an order

I placed on order on the KFC app, the order came through but i was not satisfied with the quality of the chicken pieces so i wrote an email complaining even took pictures. Received an email asking for the pictures, order details and i did respond with all the information and pictures. 2 weeks later no response and on i than get a SMS saying i must contact their customer care to finalize the process. What kind of service is that i must use my airtime to call them yet its their service that was horrible. A response is given 2 weeks later that needs me to use my airtime to make a call to them, what kind of service is this? The customer care is useless than and should not be in operation. The service the shops and customer care gives to customers is disappointing and very bad. KFC is a ******* and very unprofessional with dealing with customers complaints. Im a very disappointed in KFC.