Misleading customer service

I would like to express my disappointment with sonieke staff. My husband called in advised his deployed and not able to collect the device on 08/12/2022. The agent on phone said not to worry they will note it and we will be able to collected the device because we wanted to take out today. The manager said if we called him directly he would've done something now he won't. This is very unfair because we were told telephonically it's okay. We have money to take out device now he said to lay bye and they said usually over weekend they don't pick as fast so we have nothing to worry about and now we were forced to lay bye device or lose it . Please advise because we have difference of the initial agreement