Understanding client service - a basic fundamental

Make me understand how these people have the right to treat the customers the way they doing? <br> This is totally unacceptable and all this because they are considered a blue chip company and they are continuously treating people with no customer service. I have had no luck with hiring movies from box office since December 2015. Dealing with the call centre just makes it worse as I have asked ever time that I have called if the correct notes are made on the system. It all sounds as if they are reading off a script and don't give a dame. I always get told that they have escalated this matter and will advise on the outcome but to not avail... November - December - January - February and March I am still trying to have this matter resolved to such extent that I am apparently in arrears with my box office and I am the one at fault. Having said that I always get called at the most inconvenient times to have this matter will not follow up and receive an email to rate your service... <br>