Free now incitement to theft from customers

I want to complain about the company free now and specifically about their application.
on 1.3.[números] after taking us to the destination (the taxi ordered through the application) we realized that we had forgotten a bag in the back. We entered through the application to call the driver or write an sms, but this turned out to be impossible, because my number is not for a spanish operator, but for a bulgarian one. We started calling the official numbers of free now – no answer. We put in a request through the platform, but all this only delayed our connection with the driver. This morning we received a letter merely informing us that no such bag was found.
the bag is special because it is given by barça escola, only to children who train this year in their football academy. Inside were my son's new soccer shoes for a purchase price of [números] euros! i want to seek my rights because this is the company's mistake. No tourist in barcelona who forgot luggage in a car can quickly contact the driver, not even through the company's direct number. This is discrimination and incitement to theft from customers and drivers! i could the response from the company and will provide all necessary evidence if needed.

regards,
ekaterina