Movie Rental

I have logged several calls with regards to Movie rental on my PVR decoder. I am not able to see the movies i have rented on my decoder and the system has registered as hired. Last time when i followed up i was told the case has been escalated to help desk and should check if there are any changes after 5 hours. The call centre did not have the decency to follow up on the call. Every time when i follow up i spend close to 15 min without resolving the problem.