Broken process for replacing team members

Vitality has launched A fitness challenge. There is a ceiling limit. If you exceed it you do not qualify for prizes. You can then replace team members who are over achieving and it must be done by Friday midnight. The process for replacement is not working. I logged a call at the beginning of the week well before the deadline. I have still had no response so will be disqualified for next week. I have spoken to a few other Vitality members who are having the same problem. The process seems to be broken