Vitality points

May I begin by saying that the staff & overall experience at Virgin Active Quigney East London is spectacular. Very helpful and always smiling. My issue is with the head office. I haven't received my points, both on your App & on Vitality. The only explanation I get is that it's been escalated. Vitality funded my iwatch and now I am being financially penalized for not reaching my target & I am not getting my smoothies & rewards on your app. On Vitality I get to play the game board every week and usually earn up to R200, which I am also forfeiting now. Why can't head office just send someone to fix it. Nothing is being done. Your absolute incompetence is costing me dearly. My exercise streak was over 150. This is 3 years of dedication and now I'm loosing 3 years & have to start from scratch.