Vitality running not working at all

I love using Vitality. I have a number of their products and make sure I am always on diamond and use the discounts available. Vitality recently added the Easter Cape to the running licence package so I thought this would be a great deal. I signed up and paid and heard nothing. I phoned and was told to email. I emailed and was told to paid. Sent through confirmation and was told to collect in another city in 5 days. I did but the licence was not sent yet. Tried emailing again and could not get through. Very disappointed with the service.