Big boss hides behind *********** staff

The worst experience of my life! They showed up to pack my house on the Tuesday, I later realised that I had a additional 5 boxes that they needed to collect and arranged so with Sharon B the Shipping & Operations Manager. Their driver did arrive and collected the boxes and told us he would add the boxes to the previous paperwork. We struggled to get information from them as to when boxes would be leaving and arriving etc. When our boxes finally arrived in Nov 2019 those additional 5 boxes were missing. I contacted Sharon and Ben ***ner of the moving company) and both have been giving us the run around. We identified the driver who collected the boxes (he can't remember what he did with the boxes) but to refresh his memory he would like to come to our house so that he could try and remember. In the meantime Sharon can't answer the following questions and Ben is missing in action!

My questions remain the same: 1) Why has it taken thus far 3 months for a response, which I am still waiting for? 2) After 3 months you still can't locate our 5 missing boxes? 3) If the driver said he was going to add the 5 boxes to his paperwork (this is what he said to my dad and domestic), why did no one double-check why he stopped by my house and ask where are the boxes you were supposed to collect or what did you do there? Who is responsible for this? 4) How does no one double-check what your drivers put on pallets or in containers and then still not question them where the extra boxes came from? Who is responsible for that? 5) How does no one check where your drivers have been or if they have followed the proper procedures? Who is accountable for that? 6)How much longer before you can finalise your investigation? I have been waiting since November, I would like answers. I also want to know who gets held accountable for this?

These boxes had irreplaceable items in them (dead dogs ashes to name 1), winter boots and clothing, summer shoes and clothing. These are just general items to name a few.

I paid for insurance to cover such incidents and still they are trying to shift the blame or hide and not answer for their incompetence.