Cash Crusaders Primrose are a joke

My mom had pawned her laptop in the beginning of April this year. She then went in on the 3/4 of May to pay in the interest. When she went there on Friday, she was then informed that she needed to give them the password because there was someone who was interested in buying the laptop and it was on the floor. My mother then explained that her new contract only expires on the 4th of June, but the manager Jessica refused to back down. My mother then went home and brought the proof of payment along with the new contract she received.

When I went in there, I found the whole buy team waiting at the back, like they were ready to gang up on my mother and I. We weren't given a chance to explain because they kept on cutting us off. The manager Jessica was extremely rude by constantly pointing her fingers in my face, rolling her eyes when we spoke and giving nasty looks, plus her tone of voice was extremely arrogant. But they insisted that the laptop had expired and was then able to be placed on the floor.

After I questioned a) if the laptop was expired, why was she not told when she went in to pay the interest and why did they accept the payment, and b) what happened if my mom came in to pay and take her laptop out, only to find that it was sold when it was expired? We were then told that they made an error by pulling the wrong laptop. In response to my question, Jessica said that they would replace her brand new laptop with a second hand one. Does that make sense?

Also one of the people on the buy team, basically threatened my mother to say that if she doesn't give them the password then they would format her laptop. After she refused, this person then asked another colleague member to format the laptop without my mother's knowledge.

Can you explain that please?