Broken luggage

I flew from Johannesburg to Cape Town on the 26th of November. I booked my luggage through fragile and when arriving in Cape Town, my lock and clip on my bag had been broken off completely. I took pictures and sent them to the email address I got given while I was still at the airport. I flew back later that night and again, booked my luggage through fragile. When I landed back in Johannesburg, the other clip on my bag had also been broken off. I sent pictures of that too. I still have not received a response from them. I called them to follow up on the 28th and again on the 2nd of December and got told an agent will email me back that day. I still have not received any feedback from them. Very poor service