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If this behaviours point some red flags, perhaps you need to go back to agency and bring them along. It is indeed very distracting if they behave in such a manner furthermore with elderly and your little one only. They might be homesick or rather attitude. Despite you telling her what to do yet she still behave that way, then go back to agency and ask for exchange or return her. This might help you solve the issue you're facing with her.

I don’t know if she is homesick but I let her use her phone. During her free time or when she’s sitting around doing nothing, she is on her phone. She speaks to her friends and family daily. But you are right. I should get the agency involved. Any idea how an exchange is like?

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