No assistance

I logged a call with Momentum on 14 November regarding an issue with their software for the pedometer. To date no one assisted me! The pedometer logs active days which gives you points for certain discounts, of which I have got 5 to log. The info is only stored for 7 days. They claim only one person can assist with the particular issue who apparently has been off the whole week. What management allows having one person to deal with same??? And what about the “active days” I will loose now?