That is most likely an unfortunate answer from whomever answered the call. Most likely what happens is that a truck's route has all the mandatory items outlined for delivery for the day, and if the driver still has time available, the not so critical items get scheduled on the route. Chances are the driver ran out of time for the day, and since there still was a day left in the serviced paid for, it went back and the next day it becomes a mandatory delivery.
I am friends with a high level FedEx manager here locally, I can ask him if this is the case, but being in transportation and supply chain, I feel this is pretty close to the scenario that played out. Sounds like the person that answered you needs a bit of training in both customer service and the processes at FedEx.
Never assume the first person you talk to when you call a company's support line or front desk knows what the heck they are talking about. I have had to correct countless answers given by our helpdesk/support teams in the past decade to our customers with the real answer. It has been much better in the past few years, but for a while we had some really poor blokes answering the customer questions, just to get things off their plate.
