Getting Queries out of their queues as fast as possible

The Discovery Vitality app indicated on the 6th of January that there was a problem with Vitality point reflecting. I was patient and waited for the problem to be corrected however a week later none of my point had reflected, I submitted a query to discovery and I must say the response time was very quick however speed of response does not cancel out the actual resolution of my query. I was assured that my point which were reflecting as "pending" would be rectified I then received a resolution email requesting that the consultant dealing with my query service be rated, this even before the problem had been resolved. As a result all my point for the month of January is incorrect and it will affect my monthly gym instalment.

So from what I can ascertain speed of execution counts more than actual resolution at discovery. I am very disappointed as I am generally very happy with the services provided by Discovery Vitality.