Disappointing service

Miway Business Assist advertises a service for licence disc renewal. I opted to utilise this service and followed links they sent via sms, paid the required amount in early November. I am still waiting for my licence disc way after the 21 working days have passed. I called the other day to ask, and they promised to call me back and they did not. This morning when I call to follow up, I am told I need to send some documentation - goalposts being shifted. Why did the first person I spoke to on Monday not tell me about the requisite documents? Why was I not told about them from the onset? It seems to me this service is more of an inconvenience than a convenience. It's a damp squib. I have to call and find out what's going on, not once, but twice. Time is money guys. I am very disappointed.