Terrible service

My Niece travelled from Phalaborwa to Johannesburg on 02 February 2020 with a bag full of clothes, the bag was loaded in the space where all bags are loaded. Then it happened that when she get off at park station in Johannesburg her bag was not there, it seem like it was ****** because it was not found. the matter was reported to the bus driver but the driver said there is nothing that he can do if the bag is ******, then we went to the city to city office at park station, then we told that they check if they are able to find the bag or not. they promised that if the bag is not found then they promised to get back to us and compensate. now its been more than two weeks waiting for the from city to city, no one bothered to call to give us update to advise the way forward. As family we are disappointed by the attitude and the careless of the driver and the management of the city to city. my Niece now lost all clothes which were inside the bad, she doesn't have clothes since city to city promised to compensate her clothes. City to city must keep their promise, ignoring their customers is a sign of disrespect.