Hired movie not playing on Box Office

On Sunday 1 March I hired a movie Gone girl from Box office paid for it via my credit card, it indicated that the movie is ready to be played. It didn't, then I called Box office was on the line for 25 minutes with Sibongile who couldn't help me and indicated she will escalate my call and they will revert back to me within 2 hours nothing happened until I called again on Monday I spoke to Reshwake (not sure of the name) who told me she escalating to the boss for refund. This morning when I tried to hire the same movie again it didn't play what surprises me is that the trailer does play. I'm really irritated as a Premier customer.