Bad customer service

My name is Zandile I would like to lay complain about birchacres Ackermans,I made a laybye at Ackermans birchacres mall and it expired on the 15th of this month and it has 9 days left to be put back to the sales floor,so I went there today to make a cancelation,and I was told I should come back after 9 days,coz the system has to cancel the laybye I don't know how,and wen I asked the cashier Tsholo that how come I have to come back after 9 days coz it written on the slip that customer can cancel the laybey anytime,then she gave me attitude and said this is birchacres law,i asked to see a manager of the store but he/she never i waited for like 45 minutes and he/ she never came then i left,so what I don't understand is how come the 1 store has different law than other Ackermans stores coz I have canceled my laybyes and I was assisted at other Ackermans.....so I can I be assisted about this issue.