Swapped luggage’s

Someone swapped my luggage on this bus Greyhound yesterday, the bus was travelling from Durban to Park station> Midrand > Pretoria. I have been contacting the customer care service whole day for such horrible service ever, i was told to call back at 12 because the person i spoke to in the morning was on lunch, when i called at 12 i was told to call back at 13:00 and when i called at 13hrs i was told that they sent SMSes to all passangers to ask if someone had swapped their luggage, if no one calls then unfortunately there is nothing they can do. They say they are not reliable for any losses that means the tags are for decoration and on each and every stop passangers need to jump down to check if no one takes their bags, that’s ridiculous!