pathetic service

I registered for the baby and me program when i was 5weeks pregnant.i was promised a baby bag.im am now31 weeks and still have not received anything.i have sent lots of emails and phoned,but it just gets escallatedeverytime.meaning nothing is being done.i have been dealing with a Jackie,but still receiving no joy.its one excuse after another.I have lost all my trust in bankmed as it is the one empty promise after the other.clearly no customer service.how does it take 26 weeks to send a bag?i have told them many times as well i cannot answer my cell at work,they need to send me a email,but they never email