VM contract renewal system didn't work properly

We placed the order to renew our current contract on 4/01/2026, and received the order confirmation plus two attachments of contract renewal details.  But a few days ago I checked our VM account, it still showing that our current contract will end soon, and gave three  offers  for us to choose.  We really had trouble to find an easy way to talk to VM, so I placed another order, hoped that this time the renewal will go through, we received the confirmation and contract renewal details again. But soon after that, an email from VM to tell us  that our current contract will end soon and the contract will continue automatically if we didn't do anything, and the price offered is very high, more or less double of the price which we have ordered.

Can someone help to check what is the problem with our order for contract renewal  ?