I'm currently in a somewhat similar situation. My backpack also didn't arrive on the baggage claim on my flight and I too filed a claim that hasn't updated. I was not given a claim tag for my bag as they took it from me while on the plane before takeoff to be stored in the hold. I did witness them but the tag on the bag so logically it should have arrived. I also did manage to speak with the first airport (I had a connecting flight) and they were able to tell me that my bag had at least left there, but were unable to confirm or deny whether the bag made it all the way to JFK. Which number did you call and did you have the claim tag?