Why cancel my order?

I already have a contract with mtn but the service i have been getting is sad🙁 im dissatisfied i wanted another contract with mtn okay i was approved after i was the one following up no calls no nothing they then cancelled my order due to “shipping failure” i was not told i had to call them myself to find out every consultant told me a different thing🙁🙁🙁the lack of communication and care from mtn is sad i ended up placing another order which im sure they will cancel again why tell us to order online whn you guys just randomly cancel our orders ??