Damaged luggage and luggage glove

My cellini bag and luggage glove were broken anf damaged by airport security. Both have TSA approves locks on them so this really baffles me.. if they needed the bags opened why couldnt they have used the keys for those? Addis ababa airport is an international airport.. I logged a claim when i landed in johannesburg. I have received a case number. However, i have been emailing without receiving any response and i have been calling the 2 numbers that were provided and cannot get through. I am trying to get a hold of them for over 3 weeks now. Utterly disappointing and frustrating