UNFAIR TREATMENT

I have been a customer for almost 10yrs with Cash Converters in Centurion Mall, I bought so many items there, I took out my new Samsung Note phone there for a loan and my phone was ****** and I was only made aware on the day when I went to collect it, and it was replaced with an old phone. Again, ever since Cash converters moved to Centurion mall and having new manager Daniel, the treatment is really unfair and so disappointing, I feel like he is there to deal with us and making sure that we lose our items as much as possible, even when I paid so many monies in that store, but I feel like I'm not worth it. I also took my double door fridge for a loan and when I went to take it back, my fridge had dents everywhere and he was not even bothered when I tried to explain to him, I have paid lots of monies there and I have been a customer to the store for so long but why am I treated this way? WHY?