Unfair, unkind, anti special needs, pooorrrr client services

I ordered a bike for my special needs son. Twice no worthwhile outcome. This is very bad, poor guy is waiting in anticipation. Makro is really not serious. Ordered second time then got this sms

RAM: RAM Couriers: Your shipment requires an outstanding delivery fee of ZAR 18.00 to proceed to final delivery. Pay securely here: https://t.co/Jo9xPjW7ZH

What is this????

Very disappointed