Discovery Vitality does not refund gym booster

On the 30th of April I made Discovery Vitality aware of my gym booster fees not being reembersed despite me meeting my goals I was told that an agent would have a response within 5 to 7 working days. No response from vitality. On the 10 of May I spent over 1h30 minutes on the phone with Discovery at my own cost only to be told that they are aware of the issue and are working on it but cannot confirm when my payback will be actioned On the 15th of May my husband received an email saying that payback will be done on the 20th of May, as of today 22.05.19 no packback received for the past or current month gym booster. On contacting discovery today I have been told that they are aware that there is a problem and have no idea if or when it will be resolved and they expect us as customers to just sit back and wait. I have wasted hundreds of rand's on telephone calls to discovery to try to get their assistance but I keep being met by deaf ears. Weekly we hear abt Vitality launching new products so why is it so difficult for them to service the existing products they have offered to clients. Vitality has lost the service levels they promised.