Angry customer

I have account at homechoice the last time bought something with them it was 2015 but now when I want to buy my address change to something I don't know and my contact details change and now I am worried if is not ***** some is using my account and ask them to change the address they ask me to email the proof of address and I'd copy they gave me ********** and after a day I phone them to check if they received my documents and they sad I sent to wrong email address I was supposed to send to ********** and this take 2 to 3 working days. Marra why