Refund declined

I got showmax on the 24th of November 2023. It does not play smoothly even when you have downloaded it and playing it offline. I have emailed them for a refund because I will not watch when it does not play smoothly. Their responds, and I quote: "Good day Thank you for reaching the Showmax team.

We regret to inform you that since you have viewed some of the content on Showmax, we cannot proceed with the refund.

Looking forward to your response for further help."

Weirdly enough, I have viewed some of the content and discovered that it does not play smoothly. How else would I have discovered it? I want a refund!!!