Huggies Gold

I've purchased 2 packs of huggies gold jumbo packs. I've contacted huggies on Friday 16 September 2022 stating that both packs were defective. I was asked to send pictures of 1. The item barcode and 2. A reference number written on the front pack of the bag. I was never asked to send pictures of the defective Nappies. I was then sent an email late Friday afternoon stating information provided has discrepancies and that I cannot send or reply to the email and that the case is now closed. This is not acceptable!!!Who is going to reimburse me for these Nappies?