Keep your promises

I arrived on Saturday evening 11th July 2015 from Mauritius on SA191. Upon receiving my luggage I realized that it was damaged. I raised the issue at the baggage counter and the rather helpful gentleman agreed that the bag was damaged beyond repair. He was willing to replace my bag immediately but the office was closed. He gave me a reference number JNBSA22636 and asked me to come through the next day to the domestic arrival baggage counter where I will receive a replacement. I had to bring the bag with me as well as the reference document I had received. On Sunday morning the 12th July 2015 at 11h00 I arrived at the baggage counter at the domestic counter. The lady refused to swop my bag stating that my bag was cheaper than the replacement bags available. She gave me a claim form which also required a sworn statement completed in the presence of a Commissioner of Oaths. Why was I promised a bag replacement if this was never the intention of SAA. I had to incur costs to travel to OR Tambo and will have to go back again with the completed documents for something that they have damaged? Why do I need to complete all these documents?