Poor service

Good afternoon. I would like to complain about a service I got from cash crusaders in Field Street which I think is very poor.

I pawned my phone for cash. For the past 2 months I've been paying interest. This month I sent someone to pay for me and she was asked for slip which was never asked for before if you got the ID number. She went and paid to another branch but was told she has to pay at the shop where the phone is at. Because it was late to get to that branch. I called the shop and I was told it too late yet she was told there is still time on Saturday. They never told her when the grace period ends. I would like to know how long is their grace period because the lady couldn't tell me either. I asked if they can reserve the phone for me to buy back and she told me they don't know my phone but I was trying to give her description so they can reserve it for me. I feel they held the important information because they wanted to sell my phone.