randomusername2, Saturday Night at the Movies (SNAM) has a policy of not modifying movies from their original state. No editing for time, censorship, or modifying the aspect ratio or other variables.
Altering a film from 16:9 ratio to 4:3 is a change that results in loss of some picture. This is why disclaimers for some stations that have done this are presented.
I believe the person whom you contacted understood you perfectly and responded appropriately.
My solution to watching films presented in this state: Zoom your TV settings to fill the screen. Most sets/tuners have this capability. You will lose a small amount of image at the periphery, but for me that is tolerable.
Roof-top mounted Antennas Direct DB8e & C5, Channel Master 7777 preamp, Siemens surge protection. TiVo Roamio DVR