ABSOLUTELY POOR CUSTOMER SERVICE

So i logged onto to book a movie online today. I was busy with the process and the money was debited only to realise i got a mail stating the movie cannot be booked due to a system error. That was not the issue. I called Silverstar as the site states 09:00 to 23:00. I called around 09:30 to be told by Customer Care movies opens at 11:00 they cannot assist but they are called customer care. I called around 11:30 and spoke to Itumeleng who tells me his Manager is busy can i call back in about 5 minutes? I said he should get his Manager to call me back and he said sure he will. It is now 16:43 and i have NOT got a call from the Manager till now. Wow Silverstar such a BIG ESTABLISHMENT but cannot make time to call a platinum card holder..