Terrible client service

Im extremely disappointed with bonitas medical aid. On the 4 of August I made contact with Bonitas to secure my baby bag, I was transferred to 4 different consultants. Eventually the last consultant informed me that the request must logged on email, she shared the email address and I submitted the request, I've followed up numerous times to date no response received. Last week I decided to call bonitas for an answer again I was moved for pillar to post 2 hours on the call with resolution. No one seems to know how to secure this bag. I've submitted all the required information but still no assistance received. Can someone who knows the process please assist with this request.