Bad customer service

I received a message from multichoice about an unsuccessful movie rental however am billed for a movie that was unsuccessful. I spoke to a consultant by the name of sisipho gaga who confirmed the unsuccessful movie rental but further changed her statement siad on the attempts made one of the attempts was successful but I never got the confirmation message that it was successful. I asked questions surrounding the descripancy of the events log, according to her the movie was rented on the 19th but as per the Dstv box office history my husband attempted to rent a movie on the 05th of April and he also confirmed that it was uncecsseful but the lady insisted that it was successful afere he said it was uncecsseful. My question was why am I billed for something that I never received and why are the rental movie dates not the same? Never got an answer