Bad service and system errors

I made a loan using my product with Cash crusaders. I was not able to take out the product on 28 June .i was send a message that I could extend the loans and a link given for payment which I did do to extend my loan with them. 2 days later I see that my product is not longer showing on there website when I go to see my loans. I then sent a whatsapp message to the Carnival mall branch with the proof of payment that I extended the loan and a screen shot that I took when I extended the loan showing that the expiry date as 28 July. I wanted to know what is going on and why my loan(product) is no longer showing on the website under my loans. The consultants at cash crusader Carnival mall read all the messages and did not reply. I also received an email from them stating I have until the 30 June to extend the loan. This is such poor service and I would still expect my product to be there when I go to take it out on the 28 July. In actual fact with such poor service and communication I should receive a 50% discount on the amount owed. ***