Vitality Issues

I am having problems with getting the correct Vitality Active Gear discount. The issue has been sitting with back office since Monday and I have to ask for feedback every day. The agents just keep "escalating", but the issue has not been sorted out.

This is following a query recently where they incorrectly had me on the "High performance" setting, despite having opted out of it years ago; which, while it has been resolved, should never have been a problem since I queried it 2 years ago.