Terrible service after upgrade!

Since the upgrade when trying to view programs there is sound but no video on others only a black screen with no sound. We have tried all trouble shooting options given by the chatbot to no avail. Also there is no contact details to speak to a human and not AI. Previous Showmax version was brilliant but this is a disgrace. How can a system which is clearly still being debugged and clearly still in the trial phase be implemented as a live system? Can we please be contacted by a human to discuss a possible refund as they have breached our service agreement? No service to the customer means no payment by the customer. Is this not true vice versa if you do not pay you do get access to the streaming service? A true shame indeed.