Status problem and pre-admission problem . Gems doesn’t have clear answers !!

I’m very disappointed and furious with gems . It’s been weeks and we still dealing with the same matter. I was moved from being a student to an adult and still my status says inactive . Mom and I have been calling Gems and sending emails but different consultants tell us different stories . Everything that is required is sent . Up until today nothing is sorted. I can’t book my bed for pre- admissions and I have an emergency and I can’t even utilize it but mom pays full amount month to month . Utterly disappointed with them . The Consultants manger sent us a letter stating all dependents are active but when I book or want to use it , I’m inactive !