Cashcrusaders took my Xbox one s

It has been frustrating to Learn that Cashcrusader doesn't really care about their customers. I took a loan in an exchange of my Xbox one S at Dobsonville mall Cash crusader and my due date was on the 26.I made means to call on the date but the phone just rang without anyone picking it up and I was at a family funeral not around. So yesterday I finally got a breakthrough to take to thee manager (Mwandile) as they finally picked up the phone. I explained the situation but he was just not interested in assisting me even when I tried to explain my situation and I was even willing to produce death certificate just to show that I was indeed at a family funeral. He just kept on telling me that there is nothing he can do and that he did saw my Xbox one S and they have indeed taken it to the floor. Now my biggest question is, is it my fault that I had to go away to attend to a family funeral and that I had called the store but the staff didn't pick up the phone?? And how is it my fault because I did call but there was no answer from their side.

I also called the headoffice for assistance but the lady couldn't also assist me as she just said I should send an email to the customer care, which I did send but I am still awaiting feedback.