No feedback- Lost Luggage

on the 3rd of October my mum travelled from Johannesburg to Scottburgh with 3 bags. when she jumped off at her stop she relaised that 1 of her suitcases was ******. She notified the drive who advised that he/intercity express would get in contact with her. I then contacted the call centre and logged a call and was assisted by a very friendly consultant named Nonhlanhla. Nonhlanhla then advised that she has referred the matter to her manager who would assist me further. everyday from the 5th of october i have been calling Dikaledi for feedback only to be told that they still contacting the different stations to check if anyone returned the suitcase. on the 8th i phoned Dikaledi around 3:30 and she advised that she was meeting her boss to discuss conpensation since the suitcase was not found. i stressed to her that i need an answer asap but to date i have not got a call or answer. i called this morning and was told that Dikaledi would call me back....i called again at 10:50 only to be told once again that Dikaledi is not available. she was with her boss.. the consultant was not allowed to send Dikaledi an email and copy me because i would then have her email address..?!!!