[mothered]

Should I call again tomorrow and asked what changed ?

Yes, do exactly that. Read my comments In the last two paragraphs.

I somewhat asked that question and the second rep I talked to on the phone said they have to investigate since on the tracking it says delivered at front door that’s what he kept pushing so they have to investigate.

The rep Is totally missing the point. As per your post below, you Initially received a refund.

The 2nd item I got a email confirmation for the refund and got it

And then they reversed their decision and charged your account.

but as of today I got charged again for the 2nd item

The fact of the matter Is, there was no police report nor an Investigation required when your claim was first approved and your account credited thereafter. Now their story has changed - all of a sudden they've opened an Investigation and requesting a PR. What for? Why does It apply now, but It wasn't the case In the first place? Why were you Issued a refund, only to have your account debited sometime later? These questions are targeted at the rep/company and not yourself, and Is what I'd be asking If I was In your position.

Their customer service Is appalling to say the least. Be sure to tell the rep that you're disgusted by how you've been treated, and as a result of their mismanagement of your claim, you're experiencing high levels of stress and anxiety and would like the Initial refund reinstated. All In all, they either refund your account, or open an Investigation - both cannot take place one after the other (In that same order) on the same claim.