Client complaint

I sent in a client complaint to Simba on the 4th March 2026 Ref P000012603060086 tell then I bought the string of Nik a Naks and when eating them the 2 out of 5 packets where so hard and that's when I contacted them. They requested screen spot of the back of the packet which I did but it was not clear and checking quiet a few times but could not see a BB date plus they all requested all my personal info which I also supp****. I was told to keep the open and closed packets for then to collect. I then received an email on the 15th March 2026 Ref 2603060086 stating that they have looked into this matter and tested the product and could not find anything worry with the product and that they issued me with a voucher on the 10th March 2026 which I did not received. The problem I have with this is that how can you test a product if you have not collected the items in question. Checking products in the factory do not have the same sell by date all the time and there is no BB date on the packets that I can see. This to me is telling a consumer to take to or leave it which is not fair on myself and other client.