Empty promises

I am currently 37 weeks pregnant and awaiting my Momentum Multiply Momentous baby bag. Every time I call Multiply I am told that they are out of stock of booklets. When I registered my pregnancy with Momentum I was informed that I would be contacted at 24 weeks to confirm a delivery address for my baby bag and magazine subscription. When I was pregnant last year with my daughter, I was not contacted and after numerous fights I eventually received my hamper. The delay was apparently that they had no voucher booklets left. The solution was a printed page with vouchers on that I could take to Baby City. Fast forward a year and another pregnancy, and apparently I have not received my bag because they do not have voucher booklets. Again I was not contacted at 24 weeks. My broker proceeded to contact Multiply, after I said I did not have the energy to fight with them for a 2nd year in a row, and they promised to deliver my bag. Again it was not delivered and my broker was told I put a hold on the bag as I was on holiday. I am still waiting for any type of proof that I said this. I proceeded to call Multiply and was promised I would have my bag by 10 May. My broker contacted Multiply and reminded them that I need my bag today. Guess what, they again told me they are out of stock of booklets. I have asked to speak to a manager and still no one has contacted me. It is not about the baby bag, it is about the fact that on the 1st of every month they get my monthly payment but when they are supposed to deliver a service I am paying for I am left with nothing. What is the point of continuing with a rewards programme if there are no rewards? I am a loyal Momentum client and have medical aid, insurance and life insurance with them. Is this how you treat a loyal customer? All they had to do was call me, explain what is going on and make a plan to rectify the situation. Instead I have repeatedly had to contact them and no one is competent enough to resolve the situation. I has resigned myself to the fact that my baby will arrive before Momentum deliver on their promises. We will seriously be considering closing our portfolio with Momentum once I have given birth and moving over to anyone else that can provide a half decent service, because Momentum delivers nothing. If anyone know of a reliable institution to move my portfolio to I would greatly appreciate the advice.