Licence renewal, return customer let down

So 2016 licence renewal was done really well by Wynoinia at Don't Q.

I had a Fine outstanding, I paid it, paid the fees for renewal plus handling/ admin fee to don't Q.

Wonderfull business I thought I will use them again. Told everyone that needed help with the same thing.

Come this years licence renewal 31 July.

July 10 ask for what docs I need to give to get disc renewed

July 11 reply from don't q

July 19 I send docs to don't q

July 21 I follow up on docs sent

August 16 follow up on previous emails.

Response so far from Don't Q : None.

Interim Result: licence disc way overdue and I have been stopped twice and fined by police.

Nett result I have had to source another company and pay fines.

Question time:

How is it right that a company that is supposed to take the pain out of a process and gets paid for that lands up creating more admin, emails, phone calls, follow ups and frustration with no constructive result?

Nett result time lost and annoyed customer who put their faith in them delivering again.