Benefits never working

I am always struggling with the Vitality platforms and getting the different benefits activated. I have had Vitality for a very long time. However my benefits keep disappearing. Everytime I have to log a query for the issues to be sorted. The best thing is that the consultants also do not know their clear roles so they refer you to the wrong department. I am now fed up with struggling and I would like to get my current issue resolved urgently.