not given my points back since may

I redeem cotton on the voucher cotton on voucher 05/May/2020 but didn't work logged a query on the 11/05/2020 (ref ***) and I redeemed another voucher on the 25/05/2020 it didn't work I log a query same day ( ref ***) but didn't work. I've been struggling with this since May. I logged several inquiries asking for my point back ( ref ***, ***) sometime mid-July I got 2500 points instead of 5000. I called again to find out why is the one replaced not the other one., the guy I spoke to he said. I will get them before the end of business day Friday the 24/07/2020 but still, I didn't get my points. I called Monday again to find out only to tell me they will escalate to and I called its , morning also to find out any update (Ref ***) she is telling me she will also log it. I'm very disappointed with vitality and the poor customer service I 've been receiving. they don't bother calling me and giving me feedback, they don't even respond to my emails, I'm the one that has to call them. can someone please escalate this matter, I've had enough been patient for too long, I'm paying discovery but the service we get it's very very poor. it's almost august now still have been on about the same query. I need this sorted asap before I deactivate my vitality