Vitality app and service faulty

We have been Vitality subscribers for many years and on Diamond status for the past couple of years.<br> Last year in March I purchased Gear watches to replace our Polar ones. Discovery confirmed the Samsung health app SHealth would sync with the points program. It hasn't despite 8 months of trying and numerous emails to Discovery. The device and app link but it wont sync because it keeps asking for additional permissions. They are so inept at customer care that even after the interminable delays in response, they suggest the same clear cache and reinstall type solutions. They haven't the training to even look at the email thread to see the history of the complaint. I have numerous emails from them apologising for their delays and lack of function but nothing new happens. I have asked for escalation but they never do.<br> So 8 months later we have lost our Diamond status and benefits we would normally have gained. Discovery app is well known to be the worst designed from the floor up and each new service they add is vulnerable to bugs. I realise they have difficulties, but there is no excuse for obtuse or ******** customer service.