Not all small print shown & delayed response

I have been extremely frustrated as Discovery Vitality has not been proactive and don't even have the decency to get back to an individual. I placed several calls regarding the discount with Virgin, and each time the lady, Thumi said she would look into it and never ever got back to me once with a solution or even a courtesy call. I am still waiting for a response, bearing in mind that I filled out a customer survey and stated that I am not happy with the service as a previous consultant did not supply the correct advice which has subsequently decreased my discount for my gym membership. This is not acceptable and I require an urgent response. I was also advised by the consultant that not all the small print is on the website or documentation, which I think is unacceptable on the clients part, as we are not covered/fully informed.