No point in offering benfits

For 3 weeks, I've been trying to sort out and get our car seat discount voucher from Discovery Insure. I spent 45 minutes on the phone 3 weeks ago, the consultation said she had submitted it manually and I should receive it on Monday or Tuesday. By Wednesday when nothing received I emailed so I could get written correspondence at least. All sorts of run arounds - send screen shots of error (there is no error - just no option to get voucher!!) No one can tell you how to get the voucher, no one can assist you and just give you a voucher number. I asked that they have a manager call me, no response so far. What is the point of offering all these "benefits" when it appears they cannot be used?? And 3 weeks to resolve. I also submitted my baby's vaccination for vitality points.... no response on that in over a week (email says 48 hours to respond) I'm very frustrated.