Vitality - no assistance!

I've logged a call and received an email with a reference number and a promise to assist within 48hours. This was Tuesday (03/03/2020). NO one rep****. So I sent a message with Facebook messenger - again no one rep****. Then yesterday I posted on the Facebook page - no one rep****. This is really disappointing! I'm struggling every month with my Vitality points. Dont know if it is worth it to be on Vitality.