A very BAD experience with Vitality

I got my vitality policy through a life cover and not through the medical aid which would normally be the traditional way. After learning that my children were not on the vitality policy, I opted to taking a full membership where my children would also be included in the policy, effective 1 December 2017. Two months later I tried to make flight bookings for them, however I appeared to be the only member on Vitality and they were not. I am paying for this policy monthly but I am not getting all the benefits it promises. And to make matters worse, my Vitality Policy was removed or rather not active on my online Discovery profile - this is usually the case if you don't have that policy. I have made inquiries and none of the agents was able to explain what could have happened. What happened to the monthly premiums if they cannot be used for their intended purpose?