Paid for license, never got it.

I am trying to use the online vehicle licensing service, paid in March , never got a license. Never got an answer on many email requests, it seems there is no one working anymore at the city services or they just ignore everyone. On the profile it says "in process". Last year it was the same, I got fines because I never got the license. I had to pick it up myself. So why do they offer online service for vehicle registration?