what do i have to do to sort this out

I went to princess crossing on the 14/02/2015 and took out a contract for a Samsung tablet , I took back the product on the 16/02/2014 as I wanted to exchange it , this was a mountain however with the help of Marco and Keith from head office and me driving twice to head office the matter was resolved , all the branch had to do was give me the new item , after calling them numerous times and a month later they tell me I need a TV license and my Id , I rush from work to get it to them on Monday 23/03/2015 , I call and they tell me they haven't even submitted it .