Vitality Benefits

On the 12 of April after a discovery vitality health check my wife received an email from Vitality saying that she qualifies to join the Weight loss rewards program. To join the program she has to activate her healthy food store. She tried doing this but was informed that due to the fact that I am the main member on vitality I have to active this option. I contacted vitality on 19 April and activated this option. When my wife then tried to join the Weight Loss Rewards Program on the 20th it still indicated that the option for the healthy food store was not activated. She then contacted discovery again and was informed that they have no record of me contacting them and that she had to log into my profile and do it. This sounds dodge to me as why would my wife have to use my login. Secondly why was the activation never done? I cannot do this online as the OTP number you've got on your system is a totally different number to what it should be, I also requested for this to be changed, but with no luck. It is starting to feel like vitality makes these promise of savings but that you make it so hard that no one ever qualifies. I expect this to be rectified immediately.