Bad service

I ordered a set of duvets from homechoice,they claim to have delivered the order on the 23 April 2019 but I was on my way to Portuguese island and I definitely did not sign for it.I thought my ID is required for delivery as their massages and emails say but that procedure was not conducted resulting to a stranger signing for my order.I reported the matter and was adviced to go write an affidavit and email them wich I did with my air ticket and stamped passport as proof,up to today no one has called me to inform me what is happening with the investigation but they deducting my money after I called many times telling them not to deduct my money but they continue to deduct my money.Why must I suffer?going up and down,calling to follow up,my money being deducted while it’s not my fault?Why was procedure not followed?