My two kids and I joined virgin last year around end Oct Nov

My two kids and I joined virgin last year around end Oct Nov. They told us we would get a rewarda app on our phones which will encourage us to work out more u get points for gyming and can buy smoothie with it etc. Well my son's still hasn't been activated and his been gyming nearly e very day. I've contacted the customer care 14 maybe more times each time they tell me they will load it and then the points within 72 hrs it's never done. Then my reward app gers blocked as virgin had an issue with finance made it look like I didn't pay but later they said was their fault. I called about my and my sons app and they make promises never to fill it or to follow up.