Intelcom Dragonfly Courier Took wrong package off my porch Montreal Quebec

We have run into an interesting situation with Amazon and their return pick up company Intelcom, we have requested a refund for a roughly $20 dog spray, the driver showed up while we were not home and he decided to just take another package that was on our front porch which was a $160US$ video game controller, about $230 Canadian.  We called Intelcom and they said we have to email them, which we have as seen below several times with no response.  The Intelcom website states that the item must be handed to the driver as seen below in the photo from their website.

 We have tried calling, the wait time constantly says it’s over 2 hours, we opened up a police report but they were little help,

This is the conversation with the police.

So police officer just called me and said he followed up with intelcom and that she wouldn’t provide him any details. She wouldn’t even give him her employee number like the other person he talked to, they gave him their employee number. 

He will be following up again, but he also asked me to follow up on it as well since they haven’t got back to my email. I also asked him what the next steps are if the case doesn’t get resolved, he said they would need to find the person that took the package and I said I included all of that in the police report, but he said he doesn’t see it on his end, so I provided his full name and cell number and he will be giving him a call, and he said if they determine that there is enough evidence they would charge him and arrest him and that I would take him to court, and the judge would decide the penalty or what he owes me 

Nevermind he called me back and they’re going to close the police investigation because they don’t consider it as theft since it happens frequently as part of the company. He said he talked to the guy and he explained what happened and then he talked to his supervisor and the supervisor told the officer that if they can’t track the package, then the driver will owe the customer the value of the product from his own pocket. 

So essentially a driver may take a package off a porch without verifying what is in the box,  We have him on video staring and taking the box and he logged it as Dog Spray on the amazon system as we got the notification.  We have also tried to deal with Amazon and they said it could takes weeks to get an answer.  We advised Amazon that the driver logged it as Dog spray but that’s not what he took and he clearly did not open the box and now a 230 controller is basically gone and no accountability.

 To me this is absolutely ridiculous that a driver can simply take (steal) a package and it’s been impossible to get anywhere with Intelcom or Amazon who has hired this service. Their policy clearly states that the package has to be handed to the driver but early on when we actually got on the phone with Intelcom, she said oh they will just take what they see on the porch assuming it’s for them.  I questioned this as their policy states that it has to be handed to them, she said, yea but sometimes people leave it outside, I of course will never use Intelcom ever again and will still push the case with Amazon and Intelcom but being on hold for nearly 2 hours is insane and I can’t seem to escalate this, they keep saying that I can't speak to a supervisor, they have to put it in the system but there is nothing they can do.  They told me the box (wrong item) has been given to Amazon so I have to deal with Amazon,  so they can take anything they want and no repercussions.  

The box he took was not even an amazon box, it was a delivery from UPS addressed to my residence.

 So people need to be aware when using Intelcom that they could just lose what is sitting on their porch.

 I also have the video on Ring showig him staring at the box and just walking off with it.