British Airways very disappointing -no response

British Airways have renamed their customer care department to "Not my problem tell someone who cares" On the 14 December on a flight between Johannesburg and Rome my bag was badly damaged in that one wheel was snapped off damaging the case beyond repair - the wheel i have not seen since handing over my bag to British Airways. When i found the damage in Rome i went to report the matter at the baggage counter , there was a coat over the seat and after waiting 30 minutes no one arrived so i left and wrote to BA and lodged a claim together with photos of the bag and the empty counter. The next day i received a confirmation receipt with a reference number and that was that. On my return via LHR i went to the customer service counter and they told me this was handled by a separate department that were understaffed and had a major backlog of claims , i asked to speak with someone from the department -this was not possible as there telephone was not being answered. I was given an email address and telephone number that did not work and dismissed. On my return to Johannesburg i tried to call the local number which went thru to a call centre who told me they could not deal with the matter and gave me a number to call - the exact same number i had just called. I then wrote to the CEO and and Chairman Sean Doyle guess what no response- i tried the on line chat who told me it will take at least another 8 weeks until i get some form of response. So where does that leave me i had to buy a temporary bag in Rome and try to fit my belongings into it and now i have had that expense and still do not know where i stand with British Airways. I can only recommend that people start travelling with steel cases to avoid the situation i find my self in .