Frustrating Service

I am highly disspaointed in the level of service I have received from SAA. The customer service is shocking. My son was travelling from Durban to Johannesburg on the 9th of July and his luggage has gone missing, disappeared without a trace. I was told I have to log a case and that they will be able to track the luggage and return but until today I have received no communication. I am the one calling and doing follow up every other day with no joy. The agents seem to never have a clue as to what is happening and I am always getting contradicting stories from them. I am sick of chasing up after them, no one seems to know anything or what they are doing. Do they even have proper processes in place? I just need my son's luggage returned I don't understand why it has been so difficult when they have the brand name, description and picture of the bag as well as the contents of the bag, also considering there are cameras at the airport they can simply pull footage of the date and time of arrival of the flight.