Shoe booster benefit

I bought a shoe via shoe booster benefit. A few days later I returned that shoe and took a new one. Before I returned the shoe, I called Vitality to enquire how I should handle that. The call center agent advise I simply had to return the old one, once I have bought the new one, I should call vitality to reinstate my shoe booster.

However, each time I call vitality, I am told my shoe booster was cancelled when I returned the first pair! I fail to understand why this is the case bacuase I replaced the shoe at the same store! I cannot keep a running shoe if it does not work for me just so I could keep the shoe booster benefit.

Vitality should reinstate my shoe booster benefit because technically, the shoe was replaced - I did not return the shoe and took my money away. The call center agent should have advised me accordingly - that if I returned a shoe then I would no longer be eligible for shoe booster, and not tell me that I should call the call center.

I am very frustrated here because the only reason I bought the shoe was because of the shoe booster benefit - that I would get up to 100% of my money back provided I met my monthly targets.

Each time I call the call center, I am told someone would listen to the recordings and call me back, it’s been 3 days, no one has called me nor listened to the recording whereby I was advised by the agent that once I have returned the shoe, I should call vitality to reinstate the benefit