Damaged baggage and a disempowered help desk

I flew FlySafair on the 15th of December and paid extra for my golf bag. When I arrived in Jhb my golf bag had been completely destroyed. After reporting it at the airport I was told to email ***. I was pleasantly surprised when they apologized for the damage to my luggage and sent me a claim form in minutes, which I completed and sent back to them with photos. This is where the good service ended. It has been over 3-weeks, and I am yet to hear back from them. I have followed up multiple times. Today I resorted to contacting FlySafair's WhatsApp number and was told I should complain on Hello Peter as a last resort? (I can't believe a company's help desk suggests you complain on social media to get your issue resolved. In addition to addressing my concern I really hope their management looks at why their help desk are not empowered to actually help customers).