Horrible Customer Service!

I'm a discovery client and I also have vitality. I sent a facebook message to Discovery on the 28th October to ask them what my options are to log my gym visit if the Motion Fitness logging station is out of order. I loose my vitality points if their machine is not working. At some point they were using the machine's double adapter to charge their personal phones. In other situation, if the internet is off or if the manager is not on duty, they can't log into the Ipad. 17 DAYS LATER - I received a reply from Discovery asking if they Motion Fitness has a machine to claim points. I rep**** 12 minutes later to confirm that they do have a machine. Up until now, still no reply! I worked extremely hard the past week to meet my MOVE targets and with great expectations waited for my points to be allocated, but it still has not been allocated to me. I reached more than one goal. What is the point of the MOVE initiative, if you can't use it?