FlixBus Told Me They "Can't" Contact Lost and Found

On June 5, 2026, at around 6:00 PM, I boarded FlixBus route 1327 from Berlin Airport to Poznań. During the journey, I accidentally left my passport and wallet on the bus. The moment I realized what had happened, I called FlixBus customer service — only to be told "we can't contact the driver, fill out a form." When I asked for the lost and found office's contact information, the response was "we can't tell you that, don't go anywhere, we'll ask, just wait."
I called multiple times and kept getting the same answer: they cannot contact the lost and found office directly, and everything has to go through the online form. So I took matters into my own hands, went to the bus stop myself, tracked down the route, and found out that my documents were at the lost and found office in Berlin. When I called FlixBus again and mentioned this, they suddenly sprang into action, confirmed the information themselves, and said "oh yes, so they are." In other words, they were perfectly capable of making that call and getting that information all along — yet for days they told me they couldn't, dragging out the process and effectively blocking me from resolving the situation on my own. All of these phone calls are on record.
Despite all of this, my documents still show as "not found" in FlixBus's system under the form submission I filed. I believe I was given false and incomplete information throughout this entire process, and that FlixBus handled its duty of care toward a customer with serious negligence. I want to make it explicitly clear that I consider what happened a breach of trust and a grave failure of service, and that I intend to file a formal complaint against the company.
I am demanding a sincere, direct apology from FlixBus for the harm caused throughout this ordeal, and full compensation for every material and emotional loss I suffered as a result.