Totally disappointed,disgusting, frustrating and horrific customer care

Bought boxes of Bokomo WEETBIX last year and due to the packaging I always empty them into Tupperware containers once opened so last year in October while having my usual breakfast of 2 WEETBIX biscuits , I bit on something so hard that it chipped my tooth . On closer inspection of the foreign object I saw that it was a whole grain of either wheat or something to that affect. I immediately sent them a message on messenger but was sent a response that someone will get back to me. After 2 weeks of waiting I still didn’t receive any feedback and call the customer care line and was told that the complaint will only be registered in November. I was then called and asked for my details, then was informed that I had to fill in a special claim form which I had to email back to them as I was making a dental claim of about R6000 as that was what the dentist gave me a quotation for. I filled in all the details and together with the quotation emailed them back. A few days later I received a call from a lady asking if I had kept the foreign object , which I did. She then asked me if I had kept the original package which I did not as I explained to her how I store my cereals once opened. She then told me that she was making arrangements to have a courier company come and fetch the object, which was for the next day at 2:30 as that is the time I finish school. Come the next day I received a call from my husband at about 14:10 say that the courier company was at my residence asking for the foreign object. I informed him to tell them to wait, but they informed him that they couldn’t wait as they were in a hurry. So I explained to my hubby where the object was and he gave it to them. They did not give him anything to sign or even acknowledge receipt of the said foreign object. Then 2 weeks later I got a call from the lady asking if the object was still in my possession, I was furious and informed her that it was picked up 2 weeks ago, she asked me who picked it up and at this stage I was pretty fed up with her stupidity as she was the one who made the arrangements in the first place. About an hour after she called me a gentleman claiming to be the manager of the courier company called me to ask me when did the guys come, what time etc, I gave him all the details and he said he was going to look into the matter as they can’t seem to find the object. He then called me back after a while saying he had located it and was forwarding it to the company. The next day the lady called me back and informed me that they had received the foreign object and that she was forwarding it to Head office for further investigation. In the The tooth had become extremely painful and on visiting the dentist, she tried patching it up until they would pay me to have it fixed properly. I contacted the customer care services department on numerous occasions only to be told that the matter is being investigated by Headoffice. I even asked to speak to a supervisor who informed me that the matter is being investigated and has gone to their lawyers. After numerous calls in December and having being told the same thing every time, I was then told that the attorney/lawyers were closed for the holiday and that they were sending them an email to get back to me as soon as they reopen in the New Year. In the first week of January I called again and was told that escalation email was sent to them. After another week of hearing nothing I again called the customer care department and this time spoke to the supervisor named Richard Whitboy, who informed me that they were having problems with my claim as I did not furnish the original packaging. I did explain to him how I store my cereal once they are opened and even furnished him with pictures via email of all my cereals in containers. He again informed me that he was escalating the issue to both Head Office and to the Attorney’s ( I called on a Monday the 7 Th of January ) and he promised me that someone from Head Office will definitely get back to me by Thursday the 10th of January 2019. I told him that I was now in excruciating pain and had to go back to the dentist. Itsvis now the 26th of January and even after calling the customer care department a few times and asking for Richard Whitboy I was informed that he was in a meeting, I left a message for him to call me but he still has not responded. I have even emailed him and the customer care department numerous times and have still not received any feedback. Imagine being told after suffering from October 2018 that they are having a problem with my claim because I did not submit the original packaging? Can someone in management please explain to me why was I not told this at the very beginning?, why did they even ask me to fill in the claim forms? ,why did they even send a courier service to even pick the foreign object up?, and lose it as well, then all of a sudden find it?, why tell me for the whole of December that the lawyers were working on my claim? ,and lie to me that it was being investigated if they knew from the very beginning that I didn’t have the original packaging? Why make me wait for 4 months , suffering in excruciating pain and tell me that they are working on it if they knew that it was not going to be sorted out in the first place because I did not submit the original packaging? I am absolutely disgusted, frustrated, amazed and horrified at the disgusting, frustrating experience and service received from a huge company like Puoneer Foods . The manner in which this entire horrific experience is being handled is absolutely disappointing, outrageous and disgusting and all the while I’m in excruciating pain and now have to have the tooth extracted as it has developed a cavity and most probably can’t be saved which means I would probably have to have a bridge fitted and I cannot chew on that side if the tooth is removed meaning it is going to cost me a lot more than the initial quote of +-R6000 which , they are responsible for but because I did not submit the original packaging, won’t pay me out. Disappointed, disgusting, frustrated, horrified, and really really disgruntled as I now have to cough up thousands of more Rand to sort my tooth out because they didn’t process and ingredient properly and now I have to suffer