Abismal service

On the last 5 occasions of trying to rent a movie on box office, it doesn't happen. I send the code and get nothing back. Since the first time I phoned about this, I was told the problem had been escalated. Nothing has changed and I keep have to spend my money phoning DStv to rent a movie. Today I was told by the operator to register a new phone number! I now need to go and get a new SIM card?? Service is abismal.