Huggies Nappies Complaint being ignored

I have lodged a formal complaint with the company with regards to a pack of Huggies nappies. They requested me to send them photos with my case reference number, which I did. They keep on sending me the same email back advising that I should resubmit the images as it does not comply with their requirements. I have explained that there is no other way to send the pictures as the packaging is vertical and not horizontal as they want it to be. I cannot change the packaging and I feel they are just avoiding the issue. I am very disappointed