unacceptable business practice

I ordered food from KFC using the app on the 25th of July for R124.90 and my account was debited for R145.17 including the tip. I never received my order as the driver never came to deliver at my door as per my order request. On the app I kept seeing the message stating that if your account has been debited and the order was not received. Give it a couple of days to receive the credit back. To date I have not received my money and when I sent a message on the 02/08 I was told that there is nothing that they can do. I will not be receiving my money back, that is unacceptable. I cannot just lose my money when I did not receive my order. I will keep on complaining until I get my money back!!!