Frutration with awarding of points.

I sent an enquiry to Vitality on 6th January 2016 regarding the incorrect allocation of points awarded for the steps taken every day. ***. I was told that I would get a response within 1 business day. On the 8th January I telephoned and spoke to Lufuno who asked me to make screen shots and send it to him which I did. Ons 12th January Lufuno telephoned (at 18h01) to ask if I sent him the info on which I rep**** I did. He asked for the new reference number and I told him that I did have it with me, it was at work. (ref ***) I was informed he would phone me the following day between 08h45 and 09h15. Needless to say that never happened. This morning the points awarded are still incorrect and Vitality has not responded. My question is is I had joined up for the Apple watch and this problem persisted, I will be debited for not reaching my goals and would have to pay for the watch. In the mean time it's Vitality's inability to manage their system correctly. Please sort out your problems and don't blame the system for not capturing the correct data from fitbit. My wife's fitbit is 100% spot-on why is mine the problem...?