Problematic delivery - High risk inconsistencies and false statements

I placed an order for collection on 3 September 2026, from Cape Town to Winterveld on the Courier guy website. Order was paid for including additional surcharge.

First delivery attempt was made on 7 September 2026. Driver made contact at 11:47, to confirm address. I confirmed address, to which he responded that the area for delivery is out of his designated area. He asked if I could meet him somewhere to collect the parcel, as it is out his way, to which I responded that I can not, as I am not permitted to leave the premises (church). He advised that he would have to return the parcel to the office so that they can assign to the driver who services said area and that delivery would happen the next day, 8 September 2026. I then received a notification to say that delivery had failed due to an incorrect adddress. I called the contact centre to advise as the address is correct and to clarify what the best way forward was. They advised that we await the Winterveld branch to give the parcel to the correct driver to deliver the following address, as it was incorrectly assigned.

On 8 September 2026, the same driver called to arranged delivery, saying that the driver that was supposed to deliver said he can't deliver to the address. He is going to try to deliver as it's outside of his area. I asked why he took the parcel knowing full well it's out of his jurisdiction, to which he responded that he is doing a favour for me, then hung up the phone, when I again explained, I can not leave the premises as I am at church and under restriction.

I called the contact centre, to which I escalate the matter to the manager, Mr Langton Dube. I was met with false versions of stories regarding my parcel. He advised that I knew that delivery would be an issue due to it being in a high risk area and that I would need to arrange with the driver for a collection point. On my invoice, there was an additional surcharge, labelled "High Risk"but there was NO COMMUNICATION, via email, via pop up window, via invoice, that states that I would need to arrange for collection at an alternative location other that the one listed.

When I review the dashboard and all the events relating to the delivery of the parcel, false descriptions have been given. I have telephone records to confirm that all calls were answered from said driver First call received 7 September 2026 11:47 (As per above 8 September 2026 12:04, 12:11 (Delivery delayed due to no answer from receiver).

Further false statements were made that the driver can't come deliver to stated address because I can not leave the premises. I clearly stated, that I would be able to come to the gate to collect the parcel, but I can not leave the premises to go to another location.

Call centre agent / Mr Dube called after saying that a third delivery attempt would be made tomorrow. They also wanted to confirm the address and were unable to give the address when I asked what was on their waybill. The waybill clearly stated the location - St. John's Church of Prophecy, as well as street names. They then said that the addresses are linked to Google Earth and it wasn't reflecting. However, that is the method I used to generate the address, then continued to input the street names as it didn't automatically fill them in.

When I check the activity log again, it says that there is a delayed response from the receiver, again , being false statements as we had quite a bit of back and forth with Mr Dube and the contact centre agent.