Useless Vitality and pathetic customer service

I’ve experienced some issues with my cash back rewards for healthy dining and it has so far proved impossible to fix. Vitality keeps asking me for my invoices and to explain my issue despite having done so multiple times and also receiving responses showing that they understand the issue. I get the feeling that they just simply don’t want to give me my cash back rewards and they’re hoping that I’d just let it go. I don’t understand why one would pay for vitality if the rewards don’t work and their customer service is so useless they might as well not have it at all.