Multiply issues and bad service

I'm a client of Momentum Multiply which is the equivalent of Discovery Vitality (which works way better). As with Vitality one has to build up points to reach silver/gold/etc. Oh and on Vitality you have a 60% discount on membership fees compared to Mulitply's 25% discount. Multiply's "Active Dayz" so far has only proven to be an issue as they don't always log my gym visits, which results in me having to contact Momentum to claim them. This has happened three times in less than a month! And Momentum's response is that I should ask the gym to send them the information. What am I paying Momentum extra for each month? I have never had an issue with Vitality regarding my gym visits, so why is it so difficult for Momentum? And I have asked the gyms which resulted in nothing anyways. Only when I asked Lizel at Momentum what I am paying them for was she suddenly able to contact Virgin Active to retrieve the data. I have complained numerous times and they don't seem to acknowledge anything, only that they have received my email. As a client of Momentum I'm very disappointed in their service so far!