App issue - Duplicated order, duplicated payment, no refund granted.

Order duplicated on Mr D App, money taken from my account twice, due to a system issue on the app.... Mr D refusing to refund the second amount.

On the 15th of April I placed an order for Burger King on the Mr. D app. I have been using this app without fault for years.

To my surprise I get a call from my complex gate that the delivery driver has arrived. No notifications on the app at all... So I walk to the gate to accept the order, and as I am walking back to my flat, another Mr. D bike arrives... The driver asks if I am Matthew, hands the food to me, and drives away. Out of sheer confusion I stand there with two packets of food, wondering if perhaps my order was split across two drivers? I was not even expecting it to be a duplicate order as I have been ordering for years without problem.

I walk back to my flat, only to see on the app that the order was duplicated, and that I have 2 messages from Standard Bank that money has been taken from my account.

Both orders were 1 minute apart on the app, and messages at the same time from standard bank.... If anyone here has ever used the app you will know that it is physically impossible to add items to your cart, checkout, and process payment in less than 1 minute... This is clearly an issue that the app has duplicate the order.

I then took photos of both packets of food (not yet opened), and sent it to the app's help section at 7PM... I only got a reply the next day at 1PM.

The first reply from "Chad.Ja" asked "confirm if you have accepted both orders."

To which I wrote my scenario down clearly, with all photographic evidence.

I then got a reply from "Zaeedah.A" stating that "due to both orders being accepted upon delivery we're unable to collect and refund your order ."

This is absolutely ridiculous.... How am I expected to pay for 2 orders due to a fault on the App? The driver was so quick to deliver the food and run, I had no time to even process whether my food was split across two drivers, or just duplicated.

I took photos of both orders (Unopened), and yet no response for a day. How can Zaeedah claim that they will come and "collect" my duplication, 1 day later... The food is not edible at this point. This response from Zaeedah makes no sense.

The only outcome I will accept is a refund or voucher for a new order. Yet Mr. D refuses to do so, and asking for a manager or supervisor to explain the process again has not been successful. I followed every possible route to return or log complaints as soon as I realized the app had caused the issue, before I even opened the packets of food.

Very disappointing that an App issue can take money twice without any consequence, and that the support agents cannot determine the route cause of the issue, and just assume that I am the problem trying to con everyone in getting free food.

After years of use on the app, and thousands of rands spent, this whole scenario is very frustrating.