Discovery Vitality device booster

Discovery Vitality enjoys putting their loyal customers of more than 10 years through agony. My husband and I activated his device booster on 27 June at around 14:00. We jumped through all the required hoops to activate the benefit and even called to sort out a couple of other issues while we were busy. The website as well as the app on our phones displayed a message confirming our activation was successful and that we could go ahead and purchase the device. We drove to sportsmanswarehouse and bought the device at around 16:00. Now Discovery is claiming the activation was done 14 minutes after purchasing the device. 14 minutes!!! We have had one consultant calling and confirming it was a mistake on their side and another consultant telling us that they will not be paying the cash back as it was our fault. We feel powerless in this situation. I feel compelled to cancel both our Vitality and Discovery medical aid membership, because I refuse to accept this!