How can we pass the buck?

I requested a new debit card while at home in SA. I was contacted by CCD couriers to confirm delivery on the 2nd of August 2019 between 8-4pm. This never happened and Fnb is now requesting that i go to CCD offices to collect at my expenses on the day that im traveling. This is a classic passing the buck from FNB! I guess that is a switch of their slogan from 'how can we help you' to how can we pass the buck?