Vitality drive points being manually manipulated.

Vitality drive points are not deducted in a set manner. I noticed that I lost 20 points for speeding. On an email request sent to Discovery the reply from the agent was “Please be advised that speeding is speeding, regardless if it was harsh or mild speeding, the client will be penalized.” Firstly, that is not the way you speak/write to one of your customers!!!!! I do understand that I will be penalized, but 20 points for one penalty is just ridiculous. Normally the points deducted will be 1 or 2. I do suspect that your system is being manipulated manually to ensure that your clients don’t receive the full benefit that you promote. Please could you clarify how points are deducted for offences.