Box office rental dispute

Good Day

I regret to write this email as I have received no assistance thus far regarding my issue as per the below screenshot.

I attempted to rent a movie on the 17/11/2018 for R35 and I selected to pay via Credit Card/ Debit Card I recived a link and entered my card details and the trasaction was processed as succesful and funds were reserved from my account as per the below screenprint of my account however the movie was not available.

I called in and I was told Box office was experincing problems on the day and the transaction was showing as pending to date the movie was not available.

My problem is the funds have been reserved under my account and will only be released once the Bank gets the letter with a letter head from mulitchoice to notify the bank to release the funds bank into my account. I have been calling since to get assistance with this but no one has been willing to assist me.