Discovery App lack of points/ Call Centre Service

POINT 1:<br> REF QUERY ***- Logged on 18 January 2016.<br> <br> I am still awaiting feedback with regards to this query I logged on Monday 18 January 2016.<br> <br> That is 11 working days, you SLA in the email I received from Pamel Malefane states that you received the query on 21 January and you should have provided me with a response in 3 to 5 working days. That time has expired and still nothing from Vitality. I am just wanting to know when Discovery will provide me feedback on the query I logged regarding the amount of points that I am being allocated for my Running Activities with my Tom Tom GPS Running Watch.<br> <br> POINT 2:<br> The level of service from your Vitality Call Centre is very poor. Well I understand you state outright that:<br> 1. We apologise for the delay and would like to ask you to please continue to wait. One of your skilled consultants will take your call shortly.<br> 2. One of our skilled consultants will shortly be available to assist you. We would really appreciate it if you continue to wait.<br> <br> How do you justify a 30 minute wait and still no answer?<br> While I understand you state that volumes are high, is there no contigency plan at you office to cater for these calls