Sub-standard service

I have rented two movies via box office and made successful payments. However I cannot view the movies. I raised my concerns with them on numerous occasions. They indicated yesterday that a box office consultant would call me at 5pm but I am still waiting for the call. I feel their service is useless and I might as well terminate my subscription. I have had poor service in the past. I bought the explora and they sent a decoder that was in someone's name. So, I paid for the service but wasn't able to use it for a while. Similar to my current situation. They happy that I pay for the service but don't provide me with the service I deserve. They then sent me a decoder that I could use. I asked them to collect the other decoder but it seems like they don't want it back. All in all, the service I have had is horrible. They always escalate my issue but it doesn't seem like they have proper customer relations management.