Vitality diamond

I had 2 diamonds of which 1 expired on the 08/10/19 now I’m let with only 1 diamond which also expires the following week. I made an inquiry to have the expired diamond reimbur*****t but I was told it cannot be reimbur*****t because it is my fault that it expired and I was referred to the policy and the process. Which the same process was not followed previously when my Woolworths voucher was not working and an inquiry was logged with a turn-around time of 6days Max,the issues took more than 4 weeks to be resolved and because no one can penalize vitality for acting out of their own process. I find it unfair and ********* what they’re doing