Bambino bag and refund

We had a bad experience with hosmed we submitted a claim on march regarding a refund that's supposed to be paid to us, we called medical scheme thousand times and got no help, I was told I will receive a bambino bag when I'm 27 weeks pregnant now I'm almost due I haven't received it I called several times and every time I called I am told that they are sending an email to the relevant department...I'm really tired and frustrated they better not bring that bag after I gave birth bcz I'll have no use for it.