Bad Service

I tried to hire a movie on box office on the 27th of Feb 2015, i received an sms saying unable to process my request as i have reached my monthly cap. I contacted the call centre and asked what is going on, i asked what the cap is as i did not know i had one, the operator told me there is nothing he can do he has to escalate the fault to another department and the turn around tome is 1 hour, this was at 19H30 needless to say an hour came and went and still the problem persisted after spending nearly 40 minutes on the phone. I then called again on Saturday afternoon with the same issue and was told they will escalate the problem again and maybe they will pay attention to it this time as it is now a 2nd escalation this cost me just over 20 minutes on the phone again. Here is great one on Sunday i phoned again problem still persisting spend another 20min on the phone, i then said i would like somebody to call me back as all these calls are costing me money, I was told it will be given to a supervisor and they will contact me, well well no surprise nobody has contacted me. It seems to me that because you have the monopoly you can treat your customers as you want, times change remember