Paid for nothing

I rented a movie on box office on Friday morning 23April and paid via mobile payment. The payment went off my bank account but the movie did not display for us to watch it. I sent an enquiry on the dstv website and there is no response. I also called the call centre and gave my query to the consultant and till today there is no response, no refund and access to watch the movie. I do not want a refund, we just would like to watch the movie. This is not great service from dstv and its concerning how they don't care about customer service.