Terrible customer service

i tried to order food, and the website crashed on me, but i was charged for the food regardless with no refund. i emailed and called nando’s on the 28th of Oct to report this, i sent all the documents they needed, and nothing. To this day, NOTHING has been done - instead, i’ve been sent from pillar to post. to call this manager and that manager, no one has helped me or refunded me. it’s almost a month later.