Flipkart — Insects inside the edible item

I purchased many grocery items from them as I do every month. However this month when I ordered I added an extra item which is Gobindo bhog rice which was promised for donation. Of course, when I received the item I sent the sealed rice bag to the concerned place because that's what people do they don't just break the seal and then send. When the concerned place opened the package they saw the bag is full of white worms which was very unhygienic to make children eat. So they obviously called us and mentioned the same. I informed Flipkart immediately but I am still waiting for them to reply and it's been 11 days. Social media team says they raised complaint and mentioned everything yet I keep on receiving emails and messages asking to upload images to avoid cancellation of the request. How do you expect me to upload when it's donated? How rubbish the service is when social media team just keep on giving false promises