Manager that cant manage!!!

On 5/04/19 I took a loan on my laptop at Cash Coverters Nina Park and because of a previous situation where bad communication and "too busy" staff led to me loosing my flatscreen tv at the very same store I did not only make very sure of payment date, extension end date if it was needed and amounts but also put reminders on my phone to either go in beforehand to pay or to request extension. Well before my payment date was due I spoke to Colin and requested for an extension personally as I was not 100% sure if I will be able to pay&collect item before the 7 th May and rather wanted to be safe. I was told the system is offline or not logging in or something like that but nevertheless he assured me that he made a note of it and extension will be loaded on system. On 30 April my husband and I went into the store I yet again requested just to check expiry and extension and they confirmed to my husband we have 10 days after 4th May to pay and collect for the contract amount stated plus additional interest fee for each day after the 4th. On the 7th of May I phoned the store early and spoke to Patience to get exact amount and advise that I will collect the afternoon or alternatively next day. She checked on system and responded that it expired 2 days prior and only after I explained and insisted im within my time was I told by her that I can come collect my laptop no problem. I arrived at store 4pm and Patience assisted, printed contract for amount and fetched the laptop. She left into an office just to return and inform me that per the Manager, who by the way was not even at the store, wanted her to first find out if any staff can remember I asked extension or how it was not loaded etc and I will not get it back unless I pay the full retail price. I immediately proved I was not at fault via store video footage showing me Manager said NO and it was closing time. Next day I phoned many times but Manager was not there yet so by 10:30 I went to the store only to be told after the poor frantic Patience got hold of him, that the Manager, Mr. Edward, was not coming in and that I must come back the next day 9th May after 11am when he is at the store because he WONT help me now. I was furious and insisted they must phone and let me speak to him personally as it is unacceptable when clearly the store/staff or system were to blame and basically I feel its THEFT to deliberately reject my rightfully due payment and keep my belonging, after 9 attempts he still did not answer his phone. Hopefully head office and someone that can actually manage a situation like a manager should will be able to help today.