Paying for service that can’t be used

Have been with the bank for 2 months and paid 2 months banking fee PLUS vitality money premium - but my vitality money tool on my banking app has not worked even though I am paying for it! Has been showing Blue status without the ability to accumulate any points even though I have reached spending targets. Cannot watch educational videos or use money tools because I get a blank page. No dynamic rewards or interest rates available

Logged a complaint twice with discovery support but still no resolution. Phoned on 01/10/2019 and was told they would log a new complaint and send me an email in a few hours to confirm. NEVER received the email. So I am just paying for a service that I am not even able to use.