Disappointed by Discovery

I am a Vitality member , I have been going to my gym and training but not getting any rewards . Simply because the people at discovery are not able to assist me. I have been trying to get them to help me and all I get in return is a email with a reference number and the web address. I have been trying to sort this out for almost a full year with no joy. I have the app and cant use it , I cant speak to anyone at the office cause I get told they sending an email about the problem. Great product , VERY POOR support from their side to back up the product. So disappointed.