Disrespectful and inaccurate communication

Sent an email, no response. Trying here.

I am extremely disappointed in the service from yourselves on delivery of my elderly mom’s Nedbank cards yesterday by your courier. You contacted my mom to advise in detail the description of the vehicle and how your courier will be dressed. You confirmed original IDs (only) are to be shown to the courier upon delivery – this was confirmed via sms. Your courier phoned my mom prior to delivery to insist on a copy of her ID. She was forced to travel back home (20km) to deliver said copy. It was arranged for third party collection by my elderly father – needless to say as your company cannot communicate accurately, this was not required as my mom had to return home to provide a copy of her ID. The courier was extremely rude to my mom, whom is probably three times his age. Understandably your courier insisted on a copy of ID as YOUR instructions to the courier required same. He was just doing his job (disrespectfully so). I also phoned Friday morning, held on for 10 minutes to speak to a supervisor to complain, only to be cut off. No phone call back. Disappointed and shocked in the way you treat your elders, and that you cannot provide clear instructions to both courier and recipient.