Paid for door-to-door delivery but courier refused to deliver to my door

I paid for door-to-door delivery, but the drivers (at the instruction of Fastway management according to them) refused to deliver at the specified delivery address and rather insisted that I collect the parcel at another location.

I escalated this to Mr Price customer care, the consultant seemed to not believe my statement and rather chose to close the log without any further actions or even specifying why they're closing the complaint. Highly unprofessional and disingenuous.