Pathetic Customer service form MSC SA ATTENTION ROSS VOLK

i am writing to formally escalate my complaint regarding the poor service and ongoing mishandling of my misplaced luggage following my cruise in Brazil in December. i was told that I have to sort this out myself with no help. When I disembarked from the cruise, my luggage was misplaced by the cruise line. Upon my return to South Africa, I logged a complaint on 30 December. Despite the urgency, I only received my first response on 7 January 2026, which already caused unnecessary delays. I was assisted by Tshepiso Tshabalala who compentence levels is poor, and I was advised that my sister, who is currently in Brazil, would be able to collect the luggage before 11 April. Based on this confirmation, arrangements were made accordingly. I have now been informed—at a very late stage—that the luggage can only be collected on a specific date, a requirement that was never communicated to me previously. As a result of this lack of clear communication and shifting requirements, I have been pushed from pillar to post and have incurred additional, avoidable costs due to sheer incompetence in handling this matter. This situation has gone on far too long, and I am extremely dissatisfied with the service received. I respectfully request your intervention to urgently resolve this matter and ensure my luggage is released for collection without further delay. He tells me that my luggage will be destroyed, I have all my emails Communicator to prove that i have not been assisted to the level that I have been and that MSC does not want to take accountability for their negligence.