Virgin Active Vitality points system system does not work.

I have had it with these useless people. We have been trying to get Virgin active to sort out why my wife's visits to the gym are not updating on the app and on Vitality. As a result with no visits she is paying a premium for the gym with no visits ad her vitality has zero contribution from the gym. In addition she flies weekly for her business and she gets zero contribution from Virgin Active for flight discounts and all the other Vitality benefits as a result.Every time I call I get put through to another department and this happens a few times until I don't go through and the call drops and I have to start all over. Who is going to pay for all the extra costs due to the system not working. Mine works but my wife's does not. At the moment we are trying to get printouts to add it in manually, what a joke.