Vitality isn't all that....

For a couple of months now we haven't been receiving Vitality points for healthy food and being told our basket was unhealthy. So obviously with this we don't receive our monthly healthy food cash bask either. So we made a change in the month of July - slips to prove it - of separating our baskets from healthy and not healthy in order to possibly maximise this benefit. Also take into account that at some point we were not doing this yet receiving points & cash back. Now come time for points we have received ZERO. This is very hard to believe. Also take into account this has happened before, I queried it and all of a sudden 600 points were found and allocated. This is BS, I want proof of this as I have slips to prove my . My family doesn't separate baskets and manage to get more points and cash back than me so something is very wrong and I want answers?