Contradictory responses from team vitality expert

I am getting really, really ****ty service from your team vitality!<br> 1. I logged a query (ref number ***), about some of the events that I logged - got points but no cashback. It took me 3 calls and over a week to find out that the query was escalated. I got an email late Friday saying the query was resolved. No callback from team vitality to explain what the \resolution"was"