Account payment error

Sent my husband to pay the TV licence at game 19 Nov 2015 (TV licence was due 30 Nov). The cashier at game opened a new tv licence in his name instead of paying into my account. Figured out the mistake a week later. When I phoned the call center I was told to email proof of payment and then phone back to get it sorted. I have sent the email 5 times and every time I phone I get told the email has not come through and I must email it again and phone again. Every time I must use my airtime to be told the same thing. Today I get a final notice in the mail stating that I will be handed over to lawyers January if payment is not received! Also I keep getting sms reminders to pay stating that I am incurring penalties. I phoned the call center again now and finally someone can see my emails I have been sending. Now I get told that I have to email a copy of my marriage certificate and my husband and my ID's so that the mistake can be fixed