DAMAGED LAGGAGE BAG

I TRAVELLED FROM CAPE TOWN TO JHB ON THE 19TH NOVEMBER, WHEN I COLLECTED MY LAGGAGE BACK IT WAS SERIOUSLY DAMAGED WITH LOTS OF BIG HOLES AND ONE WHEEL OUT WHICH MADE IT DIFFICULT FOR ME TO EVEN CARRY IT TO THE CAR. I IMMEDIATELY LOGGED QUERY & SUBMITTED ALL DOCUMENTS INCLUDING A POLICE AFFIDAVIT WAS PROVIDED ***. I THEN PHONED ON THE 5TH OR 8TH DECEMBER AND WAS TOLD CLAIM TAKES 7-31DAYS. I THEN PHONED ON THE 28TH DECEMBER WAS TOLD FORTUNE WHO DEALS WITH THE QUERY IS OFF SICK AND THEY CANNOT TRACE MY QUERY THEY ALSO DONT HAVE IDEA WHERE SHE ACTUALLY PUT THE QUERY DOCUMENT AND WAS PROMISED FEEDBACK BY THE 31ST DECEMBER 2021 AND I DID NOT GET ANY. PHONED AGAIN ON THE 4TH JANUARY WAS PUT ON HOLD FOR 20MINUTES WHILE THEY TRANSFER ME TO FORTUNE WHOM ADVISED ME DUE TO HOLIDAYS THERE IS A BACKLOG AND MY QUERY IS AWAITING MANAGEMENT IN HIGH LEVEL TO CONCLUDE THE CLAIM AND ALLOCATE AMOUNT I THEN REQUESTED TO SPEAK TO TEAMLEADER WAS PUT ON HOLD FOR 15MINUTES WHILE THEY TRANSFER CALL TO THULI WHOM ADVISED ME THAT UNFORTUNATELY MANAGEMENT WILL BE BACK BY THE 10TH. NO ONE CALLS NOR EMAIL ME UNLESS I CALL YOU. KINDLY ATTEND TO THIS MATTER AS I BELIEVE SUCH A SIMPLE QUERY LIKE THIS ONE CAN TAKE 3MONTHS TO BE RESOLVED, IM EXTREMELY DISAPPOINTED AT HOW SUCH A HUGE COMPANY CONDUCT BUSINESS AND HAVE SUCH UNPROFESSIONAL AND *********** EMPLOYEES TO DEAL WITH CUSTOMER QUERIES.