Horrible customer service

The consultants service is extremely poor. I was on the evening bus that left from Bosman station to Shelly Beach on 24 December 2019. When I jumped off at drop station my luggage was not there,the driver told me to contact the office so that they can call all the passengers who were in the bus. I then called the bus offices to explain what has transpired, the lady I spoke to was very unprofessional telling me that I should wait, if I ask wait for how long she then responded saying she was not in the bus I must wait and not advising me about the way forward. The lady never called me back. She just did not care I called back again on 26 December,i was informed that shes busy. On 27 December,I called again and I spoke to someone else who said they dont have my bag and what do I expect them to do in a very unprofessional manner. We argued she ended up saying, I should leave kzn and go fill a form in Pretoria when I requested for the form to be emailed to me the answer was no ,I then asked if i cant go anywhere near me to report the ****** luggage then she said that can only be done in Pretoria . They don't care about customers and they are not willing to help period . I have to go back to Pretoria just to complete a form.