Who should pay the fee

This is a real life escalation I just took at work.

The client got an email on 8/27 that we were sending her a new credit card due to compromise and her old one would stop working on 9/10.

The client never got a new card and called us 9/12 to let us know. She was told to check through her unopened mail when she got home as the card was showing delivered with no record of it being returned.

She called today 9/17 to let us know she didn’t get the card and will need a replacement. She wants us to overnight the card to her with no fee.

The options she has are either A. Standard mail for free which is 4-6 business days. Or B. Pay $15 for rush delivery and have the card 1-3 business days.

Also note, she has 2 other credit cards and a debit card she could use while the replacement is being issued.

I gave her the same two options my associate gave. She was NOT happy. 🤷🏻‍♀️

So the question is, in that scenario, should the bank eat the fee for rush? Or should the customer accept she needs to pay it if she wants that additional service?