Samsung 40" LED Smart TV

We took out a contract for the V-Home system + the Samsung 40'' Smart LED TV. We did the claim at they explained in the brochure but the struggle came with the TV license and my order number also got cancelled. on the 30th December 2019 when we got all the correct documents we resend it to ***. We are waiting now for two weeks to hear any feedback, I contacted Digital Planet yesterday and was on the phone 30 Min only to hear I must contact them the next day. Today I contacted them again, still with no feedback and was advised to contact my Service Provider, I did so but I am going back and forth and getting fed up. If we can not get this sorted then we will cancel the contract. I want to know where did I sent the documents and why is there no feedback provided. Thank You