Vitality Rewards, fitness points and fitness test not allocated

Since moving onto my own medical aid plan on 1 October I have had endless problems with the points systems. First it said I had earned 0 points for the year (I actually have 49000). Then my fitness points were not being allocated. Now my active rewards have not been awarded to me and because of that my whole team has also missed their team reward. I've now activated my Healthy Gear benefit and only received a 10% cash back benefit as it says I haven't completed the fitness test (I completed it in February already, the points dashboard confirms this).

I'm very frustrated with this system and although the staff have tried to help when I raise a query, the issues have not been properly resolved. My 49k points have been allocated, but still no fitness points, no rewards, only 10% Healthy Gear benefit. Please assist! There's no point paying for Vitality every month if the benefits are not received.