Lost luggage

My friend and myself board Eldorado coaches bus from Durban to Pretoria on the 5th January, at about 9.30am, our luggage were taken in and was placed in a compartment specifically for passengers going to Pretoria and a tag given to us as means of identifying our luggage when we reach our destination. To our dismay, when we got to Pretoria, our travel bags were no longer there. The driver told us, he's job is only to open for passengers to collect their luggage, but there was no one who identity the luggage. When we report the matter to the office in Pretoria, Papi advised that he will let their Jhb office know and they will get back to us, but nothing happened. I have again followed up on several occasions with Theresa, Papi, Lloyd at their head office call center, who advised that we must send him an email so that they can investigate a case of negligence, but so far nothing has happened except the sms that was initially sent to passengers to bring back the luggage if they took mistakenly. Every time you call their call center, you don't get any response. I'm particularly disappointed because this was my friend's first visit to Durban, only to end up sower in this manner. No response till to date.