Delays in handling my incident Ref C68522

I was traveling with Intercape from Johannesburg to Lusaka. I was carrying the model of a technical school construction that was supposed to be presented to the funding board in the Democratic Republic of Congo. The intercape bus drivers were informed of the fragility of the model and it was agreed that the model was to be kept in a compartment of its own. After crossing the Victoria Falls border, the bus drivers were stopping everywhere buying bags of chacoals and also picking up passengers. To my surprise, 6 bags of charcoals were loaded on top of the model destroying it completely. I have logged a complaint with intercape under reference C68522 and loaded the pictures of the destroyed model and the bag of charcoals belonging to the drivers. I am yet to receive a feedback from Intercape.