Annual season ticket replacement - GWR - Paddington station

[badelie]

I hope someone can cast some light into this situation. I'm trying to get a new copy of my worn annual season ticket (Theale to London Z1-6). Station staff at Paddington (PAD) are refusing to do this. A bit of background:

1. I originally bought an annual season ticket for Basingstoke to London Z1-6 in October 2018 from Greater Anglia online which I understand is done through Trainline systems.
2. A few weeks later I did a changeover to a Theale to London Z1-6. I had to go to many stations in London until Liverpool Street did this for me - even though at first sight they refused because it wasn't bought directly from them.

Now, the ticket is worn out and I want a new ticket. GWR ticket office at PAD flat out refused to do it because the price is not clearly readable. I cannot remember the exact changeover price because the original and changeover tickets were the same price. They also tell me that the route has smartcard capability but they won't issue a smartcard because I didn't buy the original season ticket from them.

I'm hoping someone would kindly enlighten me on the below:
a) Do I need to go to Liverpool Street every time?
b) Is there a way I can get this on a smartcard that'll work on GWR and TfL readers?
c) is a complaint worth anyone's time?

Thanks