SAL damaged my bag and gave me an invalid reference number

SAL damaged bag, I went to New York on business trip from Bloemfontein International airport, my bag never reached NY instead was found in Cape Town. When I came back and collected it was badly damaged and they promised me a new bag, when I followed up on this regard they said my reference number does not exist and they have nothing on the system with my information, they also said they will get back to me and this has been lagging form more than two week. They also took the damaged bag from me. Please assist me in this regard.