Boxoffice account query

I called in to ask for assistance as I deposited money into the boxoffice account but is not cleared I received bad service from consultant and after holding for over 30 minutes she hang up on me all along I was listening to their conversation on the other end.all I wanted to know was where is the R100 and R60 I deposited into the account.whats the point of paying R799pm and having hd pvr if you are not able to enjoy all services.i have never received right info or help from that call enter you need to make multiple calls waste airtime before some light could be shed.i don't see a point to that call centre there should just be stores where we can make queries