Fastway courier has not delivered my parcel and I paid extra for quick delivery

At this moment, I am a very dissatisfied customer. I purchased through Mr price that is supposed to be delivered through Fastway couriers. I paid an additional fee to have my parcel delivered within 3-5 working days. Everytime I call Fastway Courier, I am told that they do not deliver to grey regions, which is not stated o their website and Mr price Website. I demand a refund for the additional shipping fee I paid because its been more then a week and I am informed my shipment will be delivered next week. Now I have to wait another two weeks. I spoke to the manager, Ntombi Khoza, and she was completely unhelpful. I then inquired about changing my delivery adress and was still told I need to wait another 2- 3 days.