Disappointing service

I have not been able to access my discovery miles for almost a month on the APP. I reported the error on Facebook chat, where the app says that 'could not retrieve information, try later'. I was given ref number *** for IT to resolve but up to now it is not working. Whatever I was told to try did not work and I reported it. Unfortunately, my wife's app was working and it has also stopped two weeks ago with the same error. I wonder why provide a service and not able to support it fully.