Shocking service from Discovery insure

Hi, I have been unable to view my Discovery Drive Goals on my application since the inception of my Policy in August 2019. I cannot see or select any goals or view any Vitality Active rewards. When I select the drive icon the screen is grayed out with a message "Unable to load goal overview"

I contacted the customer service desk on Feb 21, 2020, 9:44 PM and the consultant informed me that I need to email screengrabs so that they can identify the problem and fix it. WRefNo#***#-*** -MailRef#***#.

I got a response back that it was a system issue and they have logged a ticket with their systems department QC241183.

From there It went south quite quickly. I would contact customer service and the person will inform me that they could see there is an issue and would need to discuss it with his supervisor as he does not know how to fix it. I asked her to please keep me in the posted and they would tell me that they will phone me back and then I just dont hear anything. I have requested that the issue be escalated to management but just nobody is coming back to me. After a lot of effort from my side I manage to speak to someone that could give me feedback is that "I did not accept the term and conditions on the application" and that is the reason why I cant see the error and my drive rewards points is not calculated. On her instruction I uninstalled the app and reinstalled it and the theory was that the popup with the terms and conditions will appear and this should fix it. The Popup did not appear. I even installed the application on 2 other devices to see if I can get the popup to accept the term and conditions. That was the last feedback I got.

I have since then insisted that somebody from management will contact me but this is the feedback I'm getting. "Kindly be advised that we have re-submitted your Query to the superviosors," or "We apologize for the inconvenience. Please note that our record shows that your request has been referred to management to assist you."

I just cant believe the lack of interest there is from the customer agents and management to contact me and to get this resolved. It is very disappointing. At the end of the day you are still getting your money and I am missing out on the reward points.

I have been struggling for 6 months!! its just not acceptable!

Here is some of my references : ***, ***, QC241183, ***, ***