Frustrating start despite good premiums

I was excited to move to 1st for Women because of the lower premium and excess, but the experience has been frustrating. My tracker certificate is clear (from the tracking company itself), yet despite uploading it on the app and sending it to a consultant, I’ve been told it’s not received and my premiums are now affected. It’s disappointing to be penalized for something that isn’t my fault, and I hope this isn’t a sign of what’s to come.