Discovery process flaws

Taking up the offer of a Vitality "device" reward has turned out to be the most frustrating things I have done this year, from logging a call to get a query logged to find out why a OTP is not coming through @ the iStore (which by the way is one of the pre-requisites) to the 2,5 days I spent to follow up on why my query is not being resolved, only after I insisted to be put through to a call center supervisor did I get some sort of result, but with no sympathy to the effort I had to put in to get to the point to speak to her. And please Discovery don't tell me you understand when quite frankly you don't, because then calling me would be your top priority! especially after I called 3 times (and just by the way I got cut off probably about 6 times in the process!)