TERRIBLE Discovery Insure/Vitality customer service

Very disappointed. Not only because Discovery is stuffing up their "core to business" Vitality calculations AGAIN, but also because they've redesigned their customer engagement system so that it is almost impossible to 1) speak to someone who can help, and therefore 2) resolve any issues. Despite their automated response saying they will get back within 48 hrs (workdays) or 72 hrs (weekend), and it's now been about 300hrs with nothing.

Once again, I "didn't get my insure Vitality points" this week (which I DID, but your system *****ed up...again), meaning:

1. I only got 2 plays on the gameboard, instead of 4, but most importantly: 2. I am going to be unfairly and incorrectly charged for the iPhone benefit because of your system stuffing up (not an insignificant amount), and finally 3. I'm going to have less overall rewards given me (which is an inherent customer retention design in your system) as a result of your miscalculations

when will you acknowledge my emails I've sent? and when will you rectify this issue?

I tried calling discovery insure to sort this out, but spent 30 minutes on the phone and got nowhere.

what the heck has happened to Discovery's customer service?