Seek clarity on how one franchise work diffrently, while still using same rules and system.

Unfair loan on an item processes of Cash Crusaders Heidedal in Bloemfontein, refusing to give me a grace period whereas as a previous customer of Cash Crusader Fichardt park and Charlotte maxeke granted me 5 days grace period, i was told that they not working like that, i wonder how so because i believe they using same system as others, i was talking to Samantha yesterday from Heidedal who said that i eve showed her my previous conversation of Charlotte maxeke branch where i was told they can grant 5 days grace period, and mind you i was still within that 5 days grace period, rather she told me that my iten is now on the floor for resale and i have to buy it back, so i need clarity on how one franchise work differently than two others that i used before