Poor customer service

I took out a loan on an item at Cash Crusaders and was due to either pay the interest or collect my item at the beginning of this month. I paid for a full-month extension on two items, and the staff member who assisted me confirmed that both extensions were processed. However, I later discovered—five days later during my own reconciliation—that the extension was only app**** to one item. As a result, the store sold my other item, and I lost the extension payment for it.

The store manager now claims that the staff member responsible no longer works there, but that should not be my problem. There is proof that the amount intended for the sold item was charged, yet I’m being told to contact the bank myself for a refund. This makes no sense, as the store should be responsible for refunding me for both the item and the extension payment due to their error. I’ve submitted a complaint via their customer care website, but after a week, all I’ve received is a generic email with no follow-up or contact.

If this matter is not resolved and I do not receive proper communication from the franchise or store manager, I will escalate the issue further. As a paying customer, I deserve accountability and fair treatment.