unexceptionable professional Behavior

Ram Hand to hand couriers service send me a message stating that "RAM: your parcel is out for delivery to (my address) ID required, with (Reference). RAM delivers 8 am-5 pm." Can someone explain to me, who is responsible for making a follow-up on a delivery if time is getting closer to 5 pm? as a valued customer of First National Bank (FNB), I made a follow-up because I knew that, if My bank "FNB" was in position of courier service at hand, they could have made sure that i receive my parcel in time, and if there were any unforeseen circumstances that could have led to a delay of my parcel being delivered in time, they could have phoned me and apologised before had. The problem i have with RAM courier service is poor communication and a sense of humanity, they made me wait the whole day at my place waiting for my parcel, and without any apology i called them twice to remind them of set time of delivery. first call was made at 16:35 to ask them why my parcel it not yet delivered to my address, and it was for the first time i new that my delivery will be delayed due to the volume of parcels to be delivered, and yet the call centre personnel promised that i will receive my parcel around 17:30 "a sure thing". 17:30 passed by hour without receiving any call from call centre, I then called them again at 18:30, and yet again i was told to wait, I asked them why am i suppose to be the one calling them if there is a delay on their service? the answer was superficial, and the person did not understand my frustration. Can someone explain to me, when did RAM start being so ******** in regards to client satisfactory? and is it fair to be a bad third party, and if it happens that i don't want to receive a parcel anymore, will they take responsibility of the contract i made with FNB? because me not receiving the product it mean i will have to cancel the contract, and i don't think it will be fair for FNB to loose a contract because of your business incompetence.