Polymer 80 Enterprise Properties

I asked for a replacement broken frame. I have complied with providing information request and pictures. Even dis-assembling the item to provide better photos. Now there requesting the same information and photos again. I resent all my saved email with photos and Information and now they stating are stating only received one photo since January 12 2020. Which I sent 2 photos on the first email showing the problem. I don't like to complain but I fear this game there playing will go on for months with the hope I just give up.
Thank You