goods not delivered but still i paid for that item

i bought goods online from homechoice in 2013 & only to find that some items were delivered but only one item was not. I've sent emails several times & no one came back to me regarding the issue. i tried to log online only to find my credentials did not respond to mine especially the cell number. unfortunately i couldnt reset my credentials because the cell number didnt correspond to my cell number, now it was someone elses. after calling today regarding this issue i was told i had 14 days to quire about this issue so theres nothing they can do. i asked for the record on who signed for the items delivered and only to find the missing item was signed by me. i have never signed for an item since at that time i am not at home but at work. please assist me regarding this issue because i am paying for item i dont own & i have been handed over to their attorneys