Rto India — driving licence smart card not received after address change request

Address:

near new orbis school, 411036

I did application [protected] to pune rto for address change of my driving licence no mh28 [protected]. I have the scrutiny of document on 1 march 2019.
I am yet to get my driving licence smart card. As it was a long time i have submitted documents, i did inquiry in rto pune office where they were unable to find my driving licence and its status. I can see the status as dispatched online as per the attached snapshot. They told me to apply for duplicate licence. Why should i pay for duplicate licence as it was the responsibility of rto pune to deliver the licence at my home. I can see my address changed online but i should get the smart card as i have paid for it. I would appreciate if they provide me my driving licence.