Ghosting clients after approving payments

My Colleague recently travelled to the States and upon his return to South Africa his baggage had been damaged. We submitted a claim on the 14th and by the 18th we got confirmation that if we supplier the receipt for the baggage he would be refunded. We submitted the receipt on the same day and have since not received any feedback or acknowledgement from British Airways even after our several follow-up emails sent. Their online system is useless and we have no idea how to get any feedback from British Airways if they do not respond to their emails.