Thanks for reaching out and welcome to the Bose Community!
I am so sorry you are having this issue. If you have checked all SPAM folders, the best option here would be to reach out to your local customer support center and discuss this with them. You can do this by clicking this link here, selecting your region, scrolling to the bottom of the page, and selecting contact us. If you are in the US or UK you can also reach out via Facebook or Twitter and one of our team can help you there.
I am sorry that we cannot help more via this platform.