user defined hierarchy in planning level profile for customer doesn't work

Summary:

To retain customer site level detail for their key customers (as done with the key customer feature), we have the hierarchy with customer site as the lowest level and “Planning Customer Site” as a Level 1 . We are populating the “Planning Customer Site” with the same value as the Customer Site for Key Customers and have all non-key customers roll-up to a “Planning Customer Site” of “Default :All Other”.

level 2 is customer.

for key customers it the customer names.

for non key customers it it All others.

I added this hierarchy to Planning level profile aggregating to level 1. after running the plan i found 6 of the 15 key customers missing.