lack of communication and no interest in consumer

My reference number with Mondelez is S-***8 dated 3rd of September 2022. I emailed them that that Cadbury whole nut 80 grams was purchased in Super Spar Botswana. When I undid the wrapping the whole turned out to be just plain no whole nuts in them. They told me to send batch number serial number date of expiry . I asked for a telephone number so I can show them while opening the chocolate. They sent me 0n the 3rd of September number been *** I did respond all the relevant details together with photographs .They emailed me to say they will close this case 0n the 5th so I what app that number because she has not read the message . She sent me a message stating she will do so. To my knowledge nothing was done. So I emailed the same thing to them 0n the 14th and no response at all. Imagine such shoddy service from the said company. I wanted them to explain why was there an error and reimbursed for my loss. If there is no communication between why as a consumer I must suffer. Please assist .