Unresponsive Customer Query from Agents

The Vitality component of this Discovery package is not complying to customer query. I logged a ticket regarding them deducting points from me for no reason, as I was about to achieve Diamond status for my fitness points. This was at the beginning of January. To this day, I have received no feedback despite the agent stating they would get back to me in a few days. I showed proof of points earned and that the Discovery app was deducting points for no reason, as if to prevent me from reaching Diamond status. This was completely unnecessary and absurd of them to do this.