App Failed to record the Trip

I have been struggling for more than a week to get a simple issue resolved. Their App failed to record my trip and they penalized me for that. This is not the first time this happened. I raised this issue but each time I call the person I speak to does not understand my issue and they keep wasting my time. They say they speak to their Systems department but they don't resolve my issue. This also caused my average to go down. They are failing a simple issue to reallocate my points.