Pnp do not assist with problems with PnP products

Had a PnP toilet paper issue - contact PnP via the email info on the packaging - since then i get daily emails with daily new reference numbers and on their mails told to reply if I want to comment further, this in turn sends a new reference number and so this has continued for nearly a month. Today I called the on the 0860 number and spoke to LILY, a very friendly lady, and she said the reference numbers i have are for social media - she cant help me. She was going to get Tarryn to call me as she is one of the people that sent email refernce numbers.. still waiting and as till have no feedback regarding the 2 pkts toilet paper for the SASSA pensioner