Charged for luggage ********lt

Booked tickets for 3 for departure date 04/01/2016 @ 05h00 from OR Tambo airport, was charged for luggage in advance at a fee of R250,00. When we checked in the luggage it was 17kg which is even less than the accepted weight/ mass for the luggage. So seeing that the luggage wt is less I requested that the other suitcase be added to compensate for the money that was paid, but the consulted refused in a very rude manner.<br> Furthermore when we collected that luggage we discovered that the suitcase was ripped apart. We reported at the customer service in Capetown (which was our destination). We were attended to by the lady who said she was Fatima, she took my daughter's details(boarding pass,ID copy and contact details),she even took the photos of the suitcase as evidence of damage but up until now nobody has made contact with us