Discovery Vitality unacceptable customer service / no service

It is now day 21 after logging an apple watch issue with discovery vitality. Paid activation fee, excitedly went to istore, they put in payment code then I am supposed to get verification email , this is where problem occurred, emailed never arrived (3 weeks later still no email), so could not get watch. Now payment password says used already on system and my app show apple watch active ...... funny that cause I never got my watch. Hours on the phone, many promises to get back to me close of business. Case escalated (must get back to you within 3 days, about 16 days now), Money deducted off my account already about a month ago. Today 21 days later still not resolved, with n solution in site. Discovery used to be know for exceptional customer service, what has happened? Unacceptable service.