Vitality Under-counting gym visits @ Virgin Active

I got an email from Discovery this week saying due to my visits now being under 36 visits for the previous 12 months, my discount level will be lowered from next month. Sent an e-mail to Vitality saying as of end of Oct '15, my visits were 36 - so far, no response. C'mon Discovery, get it right, re-calculate my visits, send me a correction e-mail to say my visits were in fact up-to-date, and stop wasting yours and my time with errors.