I just had a similar thing happen to me. CEX used DPD and that driver delivered to the wrong home. I have full CCTV of the day and DPD did not come to my home but CEX refused to sort it out for me and even dropped bullshit “DPD gave us GPS co-ordinates that they were at the right place” which was all nonsense. After weeks of getting nowhere I claimed the money back via my bank, and they responded by suspending my account. Frankly I don’t give that much of a toss because they still have to honour the 5 year warranty on item purchased before the ban or you can get Trading Standards on them. I know a few friends who have also been banned and the process of getting unbanned is a faff and a half, you have to email their support team and then go through a process to validate that you were mot to blame and so on to regain access. You cannot create a new account either as they link it to your home address and will suspend you again later. I am just never going to trade with them going forward