Not able to use travel benefit

I have been trying to log in to the Discovery Vitality travel benefit via the [URL Removed] website since the 12th of January. I escalated the problem via the Discovery call centre on 12 January and was given a reference number: *** and told I would be contacted with feedback within 2 days. I received no feedback and called the call centre again on Friday 29 January. This agent was also unable to assist me and said that they would send a screen shot of the error to their management. I have just phoned again and after waiting in a queue for 28 minutes was informed that this is an ongoing problem with [URL Removed] This is not an acceptable answer, I am paying for a benefit that I cannot utilise. Why has no one had the courtesy to phone and give me feedback?