Vitality rewards - Lack of response

I first submitted my inquiry to Discovery on 04/11. My inquiry related to Discovery Vitality not acknowledging my training session at my local Virgin Active. This session was manually captured by the staff due to their systems being down. Virgin Active confirmed to me that it was captured. Due to a lack of communication I emailed them again 48 hours later. They eventually responded on Monday 09/11 asking me to provide them with information of the date of the manual entry and proof. I responded on 09/11 with the date, and informed them that Virgin Active can confirm my session if they contact them. I am still waiting for their response 5 days later. Vitality and Virgin rules states i need to go to the gym a total of 36 times over a year to enjoy the benefits, missing one session could possibly have a huge impact financially as I would then need to re-register again at R1200