Defective Nappies & poor service

After 3 weeks and two complaints about defective nappies all we have to show is a Ref Number ********** 19A. How can you expect a single mother living on a SASA grant to carry the cost of defective nappies she has now turned to using masking tape to hold the nappies on the child only time she can buy new will be at month end Shocking that it takes 3 weeks plus to resolve a problem