FNB's contracted Courier Company an absolute disgrace!

This morning (Tuesday, 21st May) my dad (71 years old) received a call from the courier company that FNB has contracted re the delivery of his new card. He was advised that the courier company would like to deliver his card within the next 1 - 2 days, and that the deliveries take place ANYTIME between 8am and 5pm (9 hours). So far, so good, I guess. My dad's response to the agent on the call was that he is at work from 8am - 4pm daily, hence if they could deliver ANYTIME between those 8 hours, it would be appreciated. The response he received was that this would qualify as a special arrangement (ie. card to be delivered before 4pm) which would cost him R100.

FNB - is this the level of service that you have in your SLA with your contracted courier company, in order to delight your loyal customers? Surely, to deliver within an 8 hour time-frame as opposed to a 9 hour time-frame is not a special arrangement, especially for a 71 year old client (who still works) and has been a client since the 'old' Barclays Bank days (which subsequently became FNB)?

All said and done, the agent cut the call and there's no agreement reached re the delivery between the courier company and my dad!