Poor delivery service

My father has been a client with Investec for many years. He does not leave in the country but every time a card needs to be delivered, things run smoothly. This is not the case this time around, my dad has paid express delivery a card two days ago and nothing has been delivered. by norm when a card is about to expire they communicate and issue a new one (This is the private banking we are used to) but this has not been done. It is now Friday 15:20 and no delivery has been made yet express delivery charges placed on my father. I am extremely disappointed in the back and forth and the inconvenience caused is immeasurable.