Discovery Vitality - This is Pathetic!

In January 2016 i called discovery vitality call centre and providing them with my ID number they provided me with the following membership number ***. i had gone to planet fitness to register and provided them with the vitality number and was given an active membership with discovery vitality benefit. I was able to log on to discovery vitality to answer questions and receive active rewards points. On the 11 February my discovery vitality points we reset to zero and after numerous calls to the call centre I received no feedback. I had posted on their Facebook page, and I was asked to send through my vitality membership number and ID. I then received the following reference number ***. Since then I have not received any correspondence or communication. Today I was debited by Planet fitness for the full amount. This is just not professional and I have to wonder if Discovery is only after money from their clients and no after sales service, as well as if you are recruiting the right people for the job. From what I can see your staff does not know their product or how to assist your clients and we as paying customers suffer. i am disgusted with the service and if I don't get response within the nest 2 days I will take this further!