Poor service at Holiday Travel

Firstly took me over 20 minutes on hold. Secondly I am disappointed at the service, Laezelle the consultant said she would get back to me and she did not, I have emailed two follow up emails and no reply. Thirdly quite disappointed that I am a vitality member trying to book a flight for British airways and the consultant says they cannot find my id number on the system, are you kidding me, I even sent my vitality membership certificate for proof. I am losing out on 35% discount as I am a diamond vitality member. I eventually paid the normal price and made my own booking to fly to PE. I am quite disappointed, I would actually like a 35% refund for my ticket that I have bought, as I am paying for a service that I cannot use. Lastly, i told the consultant to contact vitality to see what is going on and until this day no feedback