Dstv boxoffice disaster

Hello Peter. I rented a movie backtrace on dstv box office but the movie did not play at all though there was an "watch now" option. I then called dstv countless times with no success, tried the WhatsApp number which was useless until finally I was able to speak to a consultant (nokulunga) on *** for almost 25min. Who also could not help. I then asked if the movie rental money could be paid into my monthly subscription account which she said she would not do. I need help, where do i lay such a complaint? I cant not just lose my money like that especially after calling them with no success. I took videos of the TV as I try to play the movie.