Disappointed with queries not being addressed

I have enquired regarding vitality discounts and gym visits however to date I have not received any feedback. Consultant advised that she wasn't sure as to why my online work outs were not reflecting however did not bother to call me back. This was following the website not working and I could not log online work outs. Had I known this would be an issue I would have cancelled my membership as I cannot gym on site in the midst of a second wave of the global pandemic with my kids and when I am working out online it doesn't count. Due to staff not calling me back I am now going to lose my gym discounts