Where are you, Vitality?

I've been trying to sort out my V membership since July. No one reads emails, no one does what they promise: Disc ref ***. Broker promises to resolve & call back; doesn't do so. How is it possible, in over 3 months of Virgin Active workouts 5xweek plus many Parkruns, I have a grand total of 860 Disc miles? Where are the promised rewards? Is my membership even active, although the app tells me I have diamond status?? V number ***.