Poor customer service and follow-up on reported problems

I have been trying to resolve a problem with my Box office services for more than a year. When I rent a movie via my Box office services Multi Choice deducts the money (R35) for the movie, but I am unable to view the movie. This was reported to the customer service call center on three occasions.

The call operator and supervisor on all occasions told me that they will escalate my query and that someone would revert back to me. It has been a year. No one has returned my call and the problem has not been resolved.