Bag lost and not yet found

My mum in law took a bus from Durban on the 04th July to Plettenberg. She arrived there on the 5th July and 2 of her travel bags could not be located. Her son tried to contact the customer care on watsapp however he did not get much from them. I sent an email in this week and was told that I must send it to Complaints Department. I did that as well and was asked to describe the bag and no feedback since then. My mum in law has become quite ill and depressed with situation. I am utterly disappointed that there is no communication regarding this