Horrible TCF HOMECHOICE

My mother just received an sms stating her parcel was accepted by a 3rd party,she wasn't waiting for a parcel, didn't authorize a 3rd party to accept anything which is why i think someone somewhere is committing *****. We tried calling all the call center numbers, we can't get through mind you the debit order has gon3 through. Why is the post sales so inconvenient for customers, what happened to TCF? We visited the KWT branch and we were referred to the EAST LONDON branch which is very inconvenient for my mom and i guess its not HOMECHOICE problem coz they still collecting premiums for a parcel my mother didn't order and doesn't have.