Pathetic customer service, empathy and ownership

I called the call centre to alert Vitality to the fact that my height measurements were incorrectly captured and thus negatively impacted my BMI. This was done through a roadshow of the medical aid that Discovery administers. The call centre agent, Philip, just indicated that I should get it done again at a pharmacy. I told him that it would mean an additional cost to myself and that I was not happy to that. When I asked him to give me a reference number he refused. When I asked him to connect me to a team lead he refused. What type of customer service is that?????????????????