VitalityTravel - no reply

Trying to book a domestic flight. Instructions to email *** followed. Sent email on 09/03/2021, received acknowledgement on the 10th requesting my ID number which I emailed promptly. Since then, no reply. I followed up with two emails, no reply. Phoned *** as per emails, listeneing to endless voicerecordings, but nobody takes a call. Today`s call lasted 16min 37sec! I need to fly out on the 29th. What is the use to work towards a staus level for discounts and you can`t use it?? Very frustrating.