Big bunch of *****s

I have a very big problem with homechoice. I ordered and canceled 2 items, it was still sent to my house. I never signed for it just returned it. Now I'm in arrears with over R 2500 because homechoice only "received" 1 item, but both were in the same packaging. So I want to know why they don't want to help me trace the "missing" item. Is it because they received an open bag with just one item in it or did it get lost when they opened and received the package?