Good afternoon @Dianemc66
Welcome to the forums and thank you for taking the time to post.
I am really sorry to hear that you have had some issues with sorting out your mothers services.
Are you able to let me know how things have gone since your post on Tuesday? Have you managed to speak with our technical support team over the phone?
No problems if not, we can take a further look into things from here.
Kind regards,
Zak_M