poor capturing of accounts and motivations

i have been sending the same motivational letter for over a year and a half, and mysteriously it is never found on the system. its for a pensioner who now thinks i do not want to fit her hearing aids. furthermore, i need to send motivations five or six times before they are captured and authorised. and once authorised i must send a claim five or six times before it is paid. in total it takes almost a year to get authorisations and payments from gems. this is running down my business.