Five years and still I can't get the T.V. licence removed.

I owned a T.V. and when I left my wife she kept it. That was in 2016. Since then I have been messed around and am still not able to get the licence off my name. Each time the licence is due I'm told I have to first pay it before I can get it resolved. Once that is done I get messed around again till the next year the licence is due and the whole mess starts all over again. In this last round I've been getting blank emails or an email just stating that I have to get "the document certified" without clarifying what document. The people I've been dealing with is just totally ***********.