Account debited for FREE move

DSTV advised me that I have a reward and can book a free movie. I did that , got a sms saying congratulations please enjoy the free movie. The movie never downloaded and I when I looked at my dstv account I saw a debit for a movie rental. I tried the "chat" but was unable to resolve the matter. The agents get tired of speaking to you and just end the chat. The matter is so simple, I am sure they can see on their side that the movie was never downloaded. All I want is for the debit on my current account to be reversed . Here are a few responses from the agent so can see the frustration from Sipho M "Oh okay, so from what i am seeing u can just relax we will not debit" "What was the reason for the movie not to be downloaded if I may ask" "Unfortunately even if i escalate it you were supposed to contact us if the movie was not downloading, becuase you might find that the sms was sent to another number ""Unfortunately in this case the movie has been forfieted"" I have noticed that u are unresponsive on the chat😥, I would have loved to assist you further with your query, but then please do not hesitate to come back to chat, we will be here and ready to assist you." Desired outcome. ... Reverse the movie debit on current account