Turkish Airlines review: Missing wheel/damaged suitcase

My 82 year old traveled to US with Turkish airline and arrived to Atl airport on July 1st. She has been a customer of them for the past 40 years. Upon arrival the wheel on the suitcase was missing, we went to the Turkish counter,the other agents from other airlines informed us she is gone for the day and go to their website and start the claim. so i did. I have provided evidence of the suitcase missing the wheel in the airport before leaving, provided them with requested document, now after two months today they are asking me to provide a proof of purchase of the suitcase that happened 2 years ago. Below i have attached a pic of the claim file and the communication. I have been given a runaround for the past 60 days, first they were saying you should have started the claim in the airport and now asking for a receipt. My mom doesn't own a credit card at this age and buys items with cash. i like to ask the CEO of theTurkish airline if he keeps the receipt for his suitcase that he bout two years ago. I like to know why i buy the ticket and fly with Turkish why is it not written on my ticket that i need to have a copy of my receipt for the suitcases i check in in case of accidents and damages? a picture of the missing wheel , the tag number and an images of the communication with Turkish in provided below. I like an answer from the CEO of Turkish Airline to my questions. And i want a resolution to this matter, The passenger is returning is due back in 10 days.