was send from pillar to post

I claimed my children vaccination point on their system last week. I got feedback to say the supporting documents are not clear. I then called them and they advice me to email the documents after I email they rep**** and said they no longer work with emails I need to submit on line. I submitted again and they rep**** to say some info is missing and they not stating exactly what's missing. when I call they tell me to email again. I told them to check the email I send. I gave them the date and time they then hang up the phone on me. I don't know why is she even asking me to email me the documents if their system's auto reply state that they no longer working on emails. The lady I spoke to today confirmed that my son qualifies for 5000 vitality point now the one I spoke to shortly tell me that my so doesn't qualify for point. she cant even tell me why instead she hang up the phone. every time I speak to them they tell me to resend document but nothing is resolved at the end.