Virgin Active App issues

On virgin active quest App, I had a 23 week streak and because of loadshedding, East London Quigney never logged 2 of my visits, now I was reset to 0 weeks. After telling them, they bumped it up to 10 weeks but I should be on 24 weeks. Emailed virgin & Quigney club, but nobody has bothered replying to my email. That's 6 months of consistency down the drain, not to mention the rewards I've lost