DISCOVERY INSURE VITALITY DRIVE - Data Sync issues are not client issues!

I have had the WORST experience with their Vitality Drive. I lost points for a whole 3 weeks due to a data synchronization issue on their side. I had my surname updated, and they did not sync this on Vitality Rewards - which resulted in me not getting any points for my good driving for a full 3 weeks. I contacted them and they told me to get the tracker replaced - which I did, and it still did not resolve my issue. It was only towards the end of November, since the 4th of November, that I was assisted and told that the issue was due to the sync not being done and I had to wait 4 working days. To make it worse - I got a message saying that my Emergency Benefit was not active due to this - as if it is my fault now. I logged this on the Query site, I even got a reference number and all the responses seem to have been robot or auto-generated, nothing at all to assist me. One requested I send screenshots of the error I was getting - how can I send screenshots of drives that are not being captured that Discovery Insure has confirmed they also cannot view? This is extremely unfair, especially considering that I ALWAYS meet my drive goals, and from the 4th of November to the 28th of December nothing was logged.