Ackermans ONLINE purchase

Bought online. Received confirmation of my purchase. Never got any other confirmation that my parcel arrived at the store. I tracked after it took too long. Send my husband to collect. Just to find out that we can’t get it without a OTP. I have been asking Ackermans to send me a proof of where they emailed me a OTP with no luck. I am so disappointed that I bought from you as this was my second time. I used another store before but I will never buy online again. Being refused a parcel that you have proof of is yours that’s not on after you Ackermans failed to email me a OTP.