Lost luggage

I travelled from pietermaritzburg to johannesburg using the eagleliner buses with my daughter ticket ***, ***, ***, the bus arrived late bit when we got to parkstation my daughter's bag was ******, I then went to the eagleline offices where I didn't receive any help they gave me a number to call using my own airtime, thd head office advised to send an email explaining what I have lost in total and I will be paid for it it has since been a month with no response