[mothered]

he told me "you will need a police report to file a complaint against the carrier"

It's not a theft-related Incident, so the police may refuse to comply with the report.

and I told him afterwards that I had received the box but not the article thinking that he had not understood and he told me that it was "the same thing" anyway

The same thing as what?

He's not making any sense - there needs to be a comparison.

Yes, I asked them and they told me that they would stay open and that they were available for any other requests.

The request Is to justify their decision as to why your account was OFM'd.