Blocking a customer.

Fails to block customer. Customer service is not willing to understand who is responsible for this situation and moves me between departments. And its takes hours for listening background music and to get unhelpful answers. (i'm following all possible advises from booking about price effectiveness and reservation flexibility)  The answers sometimes contradict the booking policy for flexibility and price effectiveness. The customer makes a number of reservations for every weekend  in expensive  rooms , than  waiting for  time of free cancellation and cancels or changes arrival date and finally cancels without penalty.