No response after leaving item in vehicle upon return

I am usually very happy with Europcar's service and so I was surprised and upset with their service (or lack of it). I use them often when I am in Cape Town for business. On my latest trip I left my makeup bag in the vehicle's cubbyhole when I returned it to the Cape Town airport branch. I only realised while on the plane that it was not with me and so I called Europcar as soon as I arrived home. The operator said he would contact us. This was on Friday the 1st of Feb. When I hadn't heard back by Monday I called again. The operator said that he was going to go check and get back to me. Still no response. Both my husband and I called at least once more but struggled to get through. I will admit that my cellphone is not always on, but there were no missed calls or messages, no emails, and they have my husband's number from when he called. I am very upset to have lost my bag and very disappointed that I didn't hear back from anyone after numerous attempts to contact the branch.