Very frustrated with Vitality

A few months ago I took part in the weight loss rewards on the app. I was very excited and managed to lose 5kgs in 12 weeks. I went for my verified weigh in on 28 March at Clicks to confirm it but Ive been waiting a whole month for Vitality to update this. I have sent about 30 emails requesting and sending the verified weigh in but on my app it still says waiting for verified weigh in. Why is this so difficult? Vitality has turned a very positive thing in my life into a very frustrating one. All I want is it to updated, to receive my vitality points so I can take part in another weight loss goal.