When can I get my discount back?

I have been a member of Vitality since 2013 and lost my 80% discount at gym because my annual attendance dropped below 36 visits. The person I contacted mentioned that I would get my discount back if I can reach 36 visits per anum again. My visits in December were 42, yet my fee remained unchanged. I have been trying to get a hold of someone through the customer contact center but my calls are never answered and I am tired of wasting my airtime holding the line just to have my call unanswered for 5+minutes.<br> <br> Can someone please just explain to me how I get my discount back?