DVLA

If you are the victim of crime in the UK you can anticipate a double whammy. As you reel from the shock and trauma of being robbed you will feel the full force of the UK government taking another swipe.
First it was the Passport Office, they wouldn't even allow me to book an interview until I gave them a credit/debit card because they wanted 103 GBP to replace my stolen passport.
This morning it's the DVLA, they won't send a replacement driving licence until I pay 20 GBP. I logged on and went through the process, they took my money but then wouldn't issue me a licence, neither will they say why. They just tell me I need to answer more questions and they will write to me. I'm past caring. If I'm stopped by the police and chastised for not having a licence I will feel very little. The UK government are grooming me towards having no respect for authority.
The final flourish, after the government has taken my money and delivered nothing at all in return is that they expect me to answer survey questions;

This was a government agency dealing with a report of a stolen driving licence. Are they serious?
They refused to issue me a licence, how satisfied do they think I might be?
How likely am I to request a replacement driving licence?

Please tell me are there multiple agencies I can use when I want a driving licence. Maybe while I was away the government privatised this service?