Bad customer feedback and service

On the 2/07 we booked a place from Midrand to Stydenburg on one of the buses. My son arrived at Stydenburg and found that one of his suitcases where missing.I phoned at 07:00 on the customer care line which advised that I must phone *** or *** after 08:00.Phoned at 08:10 spoke to Fortunate at Customer Care - She advise the people of Lost and Found are not in yet, I must phone later. I phoned *** again at 08:30 and spoke to Nicolette which could not help me,told me to phone back. Phoned again the *** and spoke Bongi she found the suitcase in CT.She advise delivery tonight at 20:30 , and will phone with details.At 14:30 no feedback from Bongi, I phoned again only to find out the suitcase is still in Cape Town. Mr.JP Basson their Customer Care manager is never available and always on the line.They are now sending it on a bus leaving tonight for delivery tomorrow 04:20. I have to now ask the my son (16) to sleep in a car tonight at a Filling Station as no other accommodation is available...