Renewal of license takes forever

It was time for our annual license renewal. We paid it via EFT. We send the proof of payment to the email address provided. In the mean time the license expired and I emailed support, I phoned them. Every time I phoned, I had to wait 15- 20 minutes before the phone was answered just to wait another 10 + minutes for the licensing department. I email the proof of payment again to the person. I waited four hours and emailed her again. Still waiting for her response. Phoned again had to wait just as long before phone was answered. Got another lady, who really tried to solve the problem, but still no success. Phoned the next morning, Talked to the lady that was so helpful, but still no luck.