Poor customers service

I am used to renting movies with my phone and never ancounted a problem but now recently. I tried rent one movie the system took long accept my request and finally when ot wen through it chargwd me twice 1st thing on the morning i called multi choice i spoke to a lady consultant i explained my problem she said there is nothing which could be done. And it not her problem the it charged me twice and i will have to tale full responsibility and pay