We came across this problem yesterday after getting an email even though there should have been a 2month cinema voucher start on 4/10. Spoke on chat and now have a reference no. but how long should you wait until you hear from them?
Mine is exactly the same, first, both cinema and entertainment didn't go through, then randomly my cinema one did. When i contacted them, they claimed it was because i didn't have enough money in my bank, I don't have another bank card to use, but it's clearly not a problem with my bank as the cinema pass went through a day later. I have also noticed that they are increasing the price of the entertainment pass on 9th october (didn't receive the email, was informed via the chat service) so my thinking is they are holding out on entertainment pass payments until after the increase date, so they can take the higher amount. I was told I'd be emailed within 24 hours, which was now 48 hours ago, and the current chat person is saying "soon" Personally I think they need to employ people to man phone lines for the tv service as they do for the broadband as it would solve a lot of problems.