Cash Crusaders East Rand Mall sold my item that was still under loan contract

I need to report a staff member working at the above mentioned store. I had an item on my name that expired on the 10th of August. I called the store on the day of expiry to ask them to extend the loan with 3 days, which they told me was done. I have previously done so with other items which I came to the store on the 3rd day after 12 to pay the interest. With this particular item I did the same. However, when I wanted to pay the interest amount of my item they had told me that it was already sold, and that it didn't even make it to the stores sale floor. I spoke to Banda, who was the one who extended the item, she told me that their system automatically kicks out items at 12 o clock on the 3rd day. I asked her why it didn't do that with my previous items that was extended for 3 days, she then told me the system is changing and there's nothing she can do about it. That item that they sold was a Makita drill of my husband, he had sentimental value for it. We informed her that she must get that drill back or replace it with the equivalent in money. She said no she definitely cant do that. She said all she can do is find a similar one at another store for my husband to buy back

This is completely unacceptable and this lady should be held responsible

I did put in a formal complaint, and only got one reply back asking questions about the incident. No one has called me or contacted me in any way about this. Someone needs to be held responsible