Service from Katlego

So I am expecting package from RAM, who have been nice enough to continuously sms me since last week with updates. This morning at 9:01 I receive an sms that the delivery is out and I will need my ID to get the parcel. I immediately call the contact centre to find out if I can use a certified copy of my ID, as I do not have my ID with me (I leave it at home). Not once prior to this as an ID mentioned, I asked the agent Katlego (who refused to share his surname, reports to Rethabile) to reschedule the delivery and make sure its at no additional cost as there was clearly a break in communication- if I was informed in earlier messages or informed before 9:01 this morning when I was still at home, and I failed to provide my ID I would completely understand being charged. Katlego says to me "no, he can't do anything that is between myself and Vodacom", I advised him that is completely unacceptable and that he would need to call his team leader of manager to the call, if there's a charge they need to come and void it, after some back and forth, off he goes to consult with his TL. He coms back to the phone after a lengthy wait and says oh there's no charge for the changed delivery date. My response was I need it on email because just now it was something between myself and Vodacom, now there is no charge, my request was specific- I need an email saying your delivery date has been changed at no cost to you as discussed telephonically. Katlego reckons that can't be done because RAM doesn't send emails. Both questions I asked Katlego he had to put me on hold and go and consult, was he trained?