App services not linking to internal systems

So, I recently activated the baby and me programme, however, I lost my kid and deactivated my profile on the app. More recently, I reactivated my profile and found out that bank meds internal system and the app does not link, so in essence my profile was not actually deactivated. I was on a call with one of the consultants who mentioned that I could not deactivate and activate my profile without filling out the form.