No update on a luggage claim logged despites calls

I am writing to follow up on my previous email regarding the damaged bag reported on my flight from Lanseria to Cape Town (Booking ***).

Despite my efforts, I have not received any feedback or calls concerning this matter.

To recap, I had to purchase a new bag in Cape Town to return home as I was traveling for business. This was an unplanned expense. The incident was reported at the airport, and the baggage claim agents took pictures of the damaged bag. I also called the customer service number ***) on 25 July 2024 and was advised to send an email with images of the bag, which I did.

It has now been 10 days since my initial contact, and I have yet to receive any response.

I called again today, 2 August 2024, and spoke to Masego, who informed me that the claim is in progress but could not provide details on its status. While I understand the process may take 7-21 working days, the lack of communication over the past 10 working days is frustrating. I kindly request an update on the status of my claim.

Your prompt response would be greatly appreciated.