SAA dodging their responsibility

The service at check in was quite good last time I flew, but was appalling on other occasions. The cabin crew are doing their best with what they have. They used to be proud of their company and used to enjoy their job but that all changed when the company was ****** dry with *******ion. They are ashamed and their spirits are broken. Their salary have been reduced to a very small amount that can barely cover the bare necessities. I blame bad management for the shabby upkeep of the planes, bad service and lack of enthusiasm. If somebody like Richard Branson was running SAA it would be an entirely a different story and the morale would be so high! I traveled from Johannesburg to Lagos on the 30th of August. My wheel of my suitcase was **********, leaving a huge hole, as can be seen in the attached picture. I reported it within 2 days via email as on their website. I filled in the "damage claim form", pictures and luggage tags, as required. I couldn't report it to SAA in Lagos because I waited for my "visa on arrival" for about 3 hours and only after that, could I collect my suitcase. SAA was already closed by that time. I reported it once again when I landed back in Johannesburg 2 weeks later. I have been calling all 4 numbers given to me by SAA (the number on their website to call to report damaged luggage said "this number doesn't exist"!) they simply do not answer or tell me to call another number. I have sent the email again with all the correct documentation and was answered by to Mpumi Nkosi saying that I should have reported it within 7 days. I did everything according to procedure but still this is the response. I cannot get them to answer their phones!