I want my monitor back!!

I am incredulous as to the ineptitude and lack of empathy by your Darras center (Cnr Juno St &, Kitchener Ave, Kensington, Johannesburg) branch/ franchise. I brought in an item in exchange for a loan, and when the day came for me to either pay back the loan with interested or only pay the interest towards the load, I found the shop closed, and the excuse they gave me was that there's load-shedding and they'll open at 3pm. I could stick around until 3pm because I had to get back to work, and though I'd phone in an ask them to give me some reprieve since it is not my fault that the shop was closed when I wanted to honor the agreement. I phoned in the following day and I was told that they unfortunately could not assist me instead they'd put the item up for sale, just like that, my item was sold- no empathy or respite for me, when I have done everything in my power to ensure that this does not happen. Is this how you treat your loyal customers?