Useless Agent Monde

I took a gym contract for my mother on 27 December 2023. I am ignoring all the drama and chaos to ensure that she gets her benefits as a Vitality 65+ club. your agent Monde was just clueless about what to do. Eventually, we get it right. I then asked that she be activated on 1 Jan 2024. Monde confirms this and guess what today, I learnt he cancelled the contract. why?