Disappointment

I have a premium policy with Discovery Life for the last 8 years . To date my Vitality is not linked to my profile but i have been paying for all these years. For the last two i have struggled to get assistance with my Vitality status. Why did they charge me all these years. I have been sending emails and someone would call but they will not help but promise to call back but they don't. I pay around R3000 a month. I am considering canceling this policy because Discovery Life don't value their loyal clients.