"Sara T" did not "steal" 40 dollars worth of movies from you. You were a difficult, belligerent customer (I'm not saying you didn't have the right to be annoyed/angry,) and the rep avoided becoming difficult like some other recent encounters *cough*Comcast*cough*your congratulating her for stealing 40 dollars worth of movies so that is right its ok for a company to take whats yours and charge you again for it
The simple fact is, Apple *DOES* have disclaimers about future availability of movies, and DOES tell you to download them to a device (iTunes on a computer) to guarantee long-term availability. Downloading to a device has the benefit of making sure that even if the iTunes store goes belly-up and Apple goes out of business, you'll still be able to watch them.
Plus, if you download them to a computer with iTunes, you then use iTunes Home Sharing to watch it, and it streams from your home computer over your local WiFi, and you don't have to worry about internet slowdowns causing buffering or quality reduction.
I'm sorry that you did not know this previously - it isn't OBVIOUSLY written, but it is written. Apple SHOULD do more to make it obvious that movies may disappear from iTunes in the Cloud streaming, with more prominent warnings to download.
But taking it out on a poor entry-level customer service rep won't do *ANYTHING*. If the customer service rep can't resolve your issue, calmly ask for a manager to call you. If the manager can't help you, ask for THEIR manager, and start berating that person. Contact the company's customer relations department (not the customer *SERVICE* department,) to complain. Find out the VP of customer relations and email them.
But berating the entry-level CSR will *NEVER* help. Those people have a bad enough job as it is.
Edit: P.S. Right here, on the iTunes page: (footnote 5)
If Apple loses the license to distribute content, they are legally forbidden from distributing the content. Cloud or no cloud, there is nothing Apple can do about it. This is true of any "cloud media" service, and has been witnessed by Kindle owners, where Amazon even went so far as to delete the content from devices it was already downloaded on. Be thankful Apple has made clear they will never do that!Previous purchases may be unavailable if they are no longer in the iTunes Store, App Store, or iBooks