Inconsistent Feedback from consultants

I have 2 decoders and I realized that the main decoder automatically "rents" movies at the press of a Rent Movie button without going through the normal verification process.

I called the contact center and the gentleman I could hardly hear said he will submit the refund for the 2 movies accidentally rented.

I went to live chat and Thabo said to me "You have to watch the movies you have rented as there are no refunds and no proof that you didn't watch the movies'.

The second accidental rental happed today at 16:30 and it was an 80 minutes long movie, already at 16:45 I was chatting to Thabo, when did I find time to finish watching an 80 minutes movie in 15 minutes?

Can someone please have a look here and kindly reverse that 2 movies "Soul and Songbird" as they were accidentally rented without even going through the normal verification process.

Worse part, I wasn't even given any reference numbers.

Walter