Intercape claim C108180

I'm an Intercape frequent bus user from Pretoria to Capetown every 2 months since June 2018. My last trip dated 1 September 2019 from Pretoria to Capetown Route 2152, ticket number ***GG080, sit number 10, My luggage exceeded free 20kg with 10.2kg extra and I was charged R61.00 with reference H***6. When collecting my suitcase I noticed at back some damages, I notified the drive who was handling baggage claim but he didn't care, I showed the second drive who was helping the other one outside the carriage, he didn't say a word just looking at me. I decided to approach Intercape office counter at Capetown station, the lady who assisted me log a complain with Intercape Client Service Department with reference C108180 dated 2 September 2019 but no contact numbers was provided for follow up only an SMS advising a consultant will contact me for my query. I got a call September 11, 2019 from the consultant she advised I didn't take any assurance for my luggage so unfortunately Intercape can't assist even though the damages showing drivers neglected to carry up the bag but pulled it out from the carriage and damaged the back side. Pictures were taken at Intercape Capetown station office to support my claim. For me this was really an acceptable.