Broken bag and bad customer service

I travelled with Mango from JHB to PE on 6 June 2019,and when I arrived my suitcase was damaged. I wasn’t surprised considering I have seen how the handle luggage. The lady in the bag place looked at my bag and informed me that it was going to be replaced. I completed everything but I couldn’t leave the bag as it had my clothes in. I was attending my aunt’s funeral in PE and I was going to fly back Sunday the 9th to JHB as I stay in PTA. I notified the lady that I was going to drop my suitcase at the JHB airport. She also emphasized the urgency of them receiving the bag. I landed on Sunday afternoon and on Monday the 10th If June I took the bag to OR Tambo as promised. The lady at the bag said they will see if they will fix or replace the bag. 2 weeks later I received a call from the lady in PE saying her supervisor said the policy was changed and she didn’t know about it they no longer helping with bags. I didn’t understand what she was implying and she couldn’t answer all my questions. I’m very disappointed and annoyed with service from Mango. It is like they rewarding the bad culture and behavior of their staff who handle bags and we as customers we pay the price. I don’t understand why they cannot fix my bag as they are the one who broke it. You could see from the way my bag is damage is through being handled badly. I still don’t know where my broken bag I left with them is or if they will do something about it. I stopped complaining about them braking wheels of luggages now the target the body of the bag. I hope someone can contact me with information and assist with the matter. What is funny is that 2 Mango employees didn’t know about the changes or amended policy as they were willing to assist me and the supervisor came with a different story to cheat clients.