Non-service of consultants and resultant loss of Diamond status

I completed my Vitality Health Review on the 20th of December 2021. The health provider advised that they had difficulty in uploading my results. I, together with the health provider sent queries through to Discovery Vitality. A consultant (Akhona) sent me an email 4 days later on the 24th stating that my query will be addressed within 2-3 work days. It has been 5 work days. I phoned this am. After giving all my information as well as the call reference number to the consultant I was cut off. Again I phoned and after going through the whole process with a new consultant, I was informed that the first (Akhona) has done NOTHING since sending me the email and that I will most likely lose my Diamond status which I have been maintaining successfully for the past 6+ years. This is unacceptable!!