Shocking service

My wife is curretly extremely ill with cancer. She had her card de-activated last week due to outstanding requirements of which we were not aware. We provided all information and had the card re-activated. We were assured there was no further action required and the card was re-activated. Today the card was de-activated again for the same reasons and after complaining it has still not been re-activated. No complaints manager has made contact wiht me as requested.