Ghost trips costing me

Below are messages I have sent to Discovery Insure:

Sent on 24 October: Something is seriously wrong with the DQ tracking system on my car and I've been losing a lot of Driving Points as a result. For some reason, it duplicates my trips where one trip is covered, but then another trip is logged that was not covered and I am penalised for that. However, both trips take place at the exact same time, so this must be in error. Can you please assist? Here are some photos highlighting the issue, but these are by no means the only instances where this has happened.

Sent on 1 November: Good day

I am just following up on this request. I haven't heard anything from your technical department yet.

Sent on 9 November: Good day

I have still not received any response or resolution to this issue and I am starting to become upset, because I am missing out on benefits that I pay a monthly service fee for. I can't get higher than Bronze because I get penalised by these 'ghost' trips so I miss out on fuel cash back.

I hope that whatever resolution you find, that it gets retroactively app**** so I be compensated for the numerous trips I've been penalised for which I never took.

Please, please get this issue fixed!

To each of these messages I did get responses notifying me that the matter was referred to their systems team. Then following the second email they indicated that it was escalated and following the third email they just apologised for the delay and will provide feedback once the system team has finalised it.

It is now the 17th of November, no feedback. I keep being penalised for trips I did not take and I cannot progress to higher tiers in Vitality. I need this sorted out as I am paying for this benefit, but at the moment it is costing me more than it is worth!