Defective product poor customer service

Good day. I have been purchasing sensodyne toothpaste for years, recently I found a tube of toothpaste that is defective. I reported it to Haleon and received a case number ***1. I'm sitting with the defective product and they keep saying they're investigating and will get back to me, this has been 26 days now. I'm not sure how this investigation is happening without the defective product and how long can it take to establish the batch when I have provided the barcode details? Users please be careful out there. The toothpaste has a discoloration.