Homechoice completes orders without getting proper paperwork first. ***** case

I discovered a debit order go off my account on the 26th of June 2020. The next day, I went to the police station to open a case. When I contacted Homechoice, customer service said that ***** dept needs an affidavit. I cannot get one because I suddenly became very ill with flu. I have mailed Homechoice my case number for them to follow up. When I spoke to the customer service agent, they just check your credit score with your ID and complete your order before even asking for paperwork. How do you work like that? This is daylight *****. I am trying to buy a house and this impacts me. I want one of their people to contact me. I have stopped the debit order with my bank.