Very poor communication from Vitality

I have been saving up most of my years reward points and decided to use it on an online voucher. There was an issue with the payment - not Vitality's fault- but now I cannot redeem the voucher anymore. My complaint is the lack response from vitality. Every time I have to phone the call centre and wait 10min-7min being the time it takes to navigate all the options- only to be told i have to wait 48 hours for feedback. It has been a week now and still no luck. It was a technical issue and im not complaining about the actual issue. But it would be nice if the kept me in the loop so I can e rewarded for all my efforts. After all that's what Vitality is all about? We've lost so much this year in terms of travel benefits and the overall rewards is very little to get excited about. So much so that I have cancelled my membership. Although cancelled I am very much entitled to the rewards I have saved up, but it seems they will delay this issue to such an extent that i will not get the voucher before my vitality membership has ended