Burger King Never Refunded My Payment After Failed Order, Need A Solution

On 23 July 2023 my partner and I visited the Burger King in Hartbeespoort and ordered two hamburgers. We paid by card and the amount of R113.80 was immediately deducted from our bank account, which we showed to the cashier on our banking app. The cashier insisted that the payment had not gone through on her speedpoint and told us the transaction did not reflect on her side. When we asked what would happen next, she told us the money would be reversed within 24 hours. We explained that we did not understand how the money could be taken from our account, yet we were not allowed to receive the food we had paid for. Instead of trying to assist us properly, the cashier became rude and, in front of other customers, said: “DO YOU WANT FREE FOOD?” We clearly stated that we did not want anything for free, only the food we had already paid for. In the end we left the branch with no food, even though the money had been deducted from our account. To this day, the money has not been reversed as promised. We have written a letter to head office and also tried to contact Burger King via WhatsApp, but no one has come back to us or resolved the issue. I kindly request that Burger King immediately refunds the R113.80 that was deducted for this order, and that the cashier involved receives proper training on both payment issues and how to speak to customers. This kind of behaviour harms your reputation, especially as this is a new branch in Hartbeespoort, and ultimately can cost people their jobs if customers stop supporting the business.