Because of Corona, there were limitations on who was doing what. Yes, we have a contract, but it seems that the details of the contract were not entered correctly into the system, meaning that now we have to work out what is going on, rather than it all just automatically happening.
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Phew! alright, if at least you already have all that officially in writing, I suppose you will be shielded from any potential inconvenience in some way. Go ahead. ¡Blow up the system! :)