Very angry upset loyal customer

I orders pots from homeChoice in June 2019,i waited for order then delivery guys came to deliver a package saying that's a gift from homeChoice okay I believed them because it got all the right info on I signed they left I opened package just to find out it was invoiced for someone else I called homeChoice they said I must return it I did all they asked they confirmed they received forms and parcel I asked them now when is my pots arriving coz I've been billed already they said after the investigation is done but for now the bill will be frozen and no interest will be added I believed them.so the 90days were over but no one called me with feedback so I called them and the case was still pending I called for more then 6months none stop for results still case pending so I called in March 2020 when I received a message I'm in arrears then I was told by ***** department to ignore all threatening messages coming from homeChoice coz case is done and my account will be credited and I will get a new statement end April. So I waited but nothing and then I got a email saying I'm handed over to the legal department because I failed to pay my account. How can I pay for something that I didn't get and how can ***** department tells me the case is over I'm cleared but the debt department doesn't know about my case that was ongoing that's why I went into arrears and now no one is answering their phones my emails are being ignored I wrote on facebook they keep responding by saying I must inbox my details they will try and find out what's going on but untill now no one is calling me I'm worried because I have a good credit record and now homeChoice is doing this. I earn a good salary why would I not want to pay them I've ordered before and paid them without any problems but the moment I orders big then my order dissappear and now it's like they blaming me for their negligence which is wrong please I just need help to clear my name. I swear I did not receive that parcel I've send the parcel back that I've signed for. Why are the doing this please help