Thank you for reaching out. Have you been able to try and connect your device after forgetting them from the Wearables app and Bluetooth? I would recommend trying these steps for your symptom.
Go to the Bluetooth menu and forget the device
Next, open the Wearables app and unpair the buds from the app
Once unpaired, uninstall and reinstall the Wearables app
Then reconnect the device to the phone like it was connecting for the first time
f after performing this and your symptoms still persist, I would recommend getting your device in the hands of a technician to evaluate and repair your symptom. I would be happy to look into service options for you, could you please send me a private message with your model code and serial number to do so? https://bit.ly/2SUXRar