Homechoice insisting on payment but refusing to release parcel due to their own incompetence of updating details

I have sent my proof of address as well as updated ID to the idiots at the admin department several times and made four phone telephone calls after that. I then managed to speak to a consultant who confirmed that my details was indeed changed and she could not wait to take my order. I then received sms after sms confirming my order but when I phoned today to follow up on the order I was informed that my order cannot be released until I have resolved my details as the proof of address and ID that I have sent was all -of a sudden invalid!! I find this absolutely ridiculous as I was prompted to make a cash payment for a parcel that all of a sudden cannot be released due to whatever reason. Luckily I confirmed first before making any payment. Since I have had absolutely no response from the admin department on their email I do hope that someone will attend to this complaint.