Vitality Active rewards points disappeared, customer service wanted to me disappear off the phone.

Logged a query on Vitality website. 2 Days later and still no response from Vitality I decided to call customer and spoke to Faeeza. I explained that I tried to use my active reward points at kauai and the Discovery app gave me an error message and options to "Try Again" and "Cancel". I tried a few times, still received errors and then noticed my active rewards points had disappeared and was at zero. I explained this to Faeeza and she there was a problem last week Wednesday and the Discovery back office will be re-allocating the vitality points. I then had to explain again to her its not the vitality but the active reward points. Her response was that she CAN fix my problem BUT she's NOT going to because the back office guys will fix it and does not want to mistakenly provide me with double points BECAUSE she LOVES her job and does not want to get into trouble. IMO she was telling me its 6pm, I want to go home please shove off. I then asked her well then will the active rewards points be re-allocated. Her response "AS I EXPLAINED BEFORE LAST WEEK...." Then she asked me if her answered satisfied me. My response was no it didnt, I am not satisfied. Please have my active reward points re-allocated to my profile. The discovery app gave me an error when I tried to use it and since then has disappeared.