Poor service

im a pregnant lady and joined vitality baby last year in September, I'm almost due now and I still haven't received my vitality baby goodie bag. I didn't mind but got really annoyed when I was sent a survey that I needed to comment about the bag that they didn't bother sending me. I then sent an email to enquire since they are flooded with calls so they say. It's been over a week and they have not bothered to respond to the email just like they not taking calls. Why bother doing a rewards program if you can't even keep up. I'm really annoyed by Discovery always giving me a bad service and never taking any accountability. If my company had an alternative medical aid I'd leave you guys.