Qatar airways horrible service

I travelled from Turkey to Or Tambo as I landed I realised that my brand new luggage bag was damaged. The airline is refusing to pay for my damaged bag, their reason is that my bag was too full. I only packed my bag to 16kg I even have proof of it (tags). The staff decided to block me from contacting the office. My emails have not been answered. I am seriously disappointed in Qatar airways. This is is not the first time this happened to me when I went to Turkey the same thing happened and it took the 3 months to pay up.