Poor customer and service deivery

Poor customer services. 1. I paid twice for 2 different movies on box office and non of those movies were available even when I did report it to them. 2. I asked customer service to change my personal details for starters they all talk a different language (not sure if they do get training before they get hired) then finally I was asked to send through proof of my details but still nothing was done. I made a phone call to ask to what is the problem and I was told that it does take time I have to go to a close by branch of which I explained to them that it is not possible because I knock off late. what is the point of having an online service if it is just useless? we pay a lot of money for a good service and we get this nonsense?