Vitality Health status issue unresolved since 7 November 2022

We were on a corporate Medical Aid with Discovery and as at 1 November 2022, we have since moved privately with Discovery. Prior to the change, we had completed all assessments and were on a Gold vitality health status. On 1 November 2022, our vitality health status was reset to Blue. We had called Discovery on 7 November 2022 to have this resolved. The consultant we had spoken to had mentioned that she could see we were on Gold and will have the points transferred to now reflect the same. However, points were transferred but not all as it is now reflecting that we are on Silver. We have called through numerous times with call durations from 17 min to 42 min and to date, this issue has not been resolved. We have had many tickets being closed without resolution and the latest ticket has been escalated twice with the issue still unresolved. On my numerous calls, I had always explained the issue, I have even detailed the solution to the problem. I had one consultant ask me if I had a screenshot of when I had the Gold status. The service received thus far is beyond terrible that my husband and I are now looking at moving our whole portfolio of items away from Discovery.