unprofessional services

Cash crusaders Roodepoort- Donald Nkwana he told us is a store manager. I have loan against my cellphone, somewhere around 19/06/2023 I paid the extension of my contract, today 02/07/2023 i decided to release my cellphone due to emergency happened and we got ******, i personal asked my wife with my ID and Her original ID including contract agreement of the cellphone, i also asked her that they can also call me if any issue regarding this because was unable to go myself as admitted to hospital due to the injury, on her arrival she produced all document to the cashier and made payment, they gave it proof of payment and told to go to the collection department that was next door, the surprised was they refused to give her the cell phone and now she told that they need me personally to come and collect, all those document wont help, she called me and i asked to speak with that person In Charge, the person refused to speak to me, i told her to ask the refund if they cant give her cell phone so that she can use that R1500 to buy cell phone as it urgently needed, Donald nkwana also refused to refund her and told that she can keep the POP and gave it to me to collect with, I was hearing everything Donald was saying, unprofessional respond to her, aggressive, using anger voice, rude, not willing to assist as also refused to speak to me over the phone to at list hear my story, interfering when she try to explain on her,

I dropped the call and call the store on *** then i welcomed with nice voice lady that was willing to asset according to her first call resolution after i asked the manager, Donald was the one who given the phone, i explained the story then he interrupted me and told that he won't give the phone back and no refund will be made i need to come personally with the POP to collect, he was also rude on me and i was so calm listening his talk, he is very unprofessional, lack of respect and customer service, he was talking to me like we were playing marbles together and having conflict, i asked him his name and surname then his replay was why?, then i told him i want to complain about his service and he told me to go ahead with it,

then after a dropped the call my wife called me and told that he gave her a refund. (Only happened after i told him about logging a complaint against him)

I am not happy at all the way he handled this matter. I am a regular customer if you can check with my id *** you will see, I don't think will still come and visit this outlet again. cand afford to deal with unprofessional people like Donald with football English.

will be waiting the company department to provide me with feedback as I am not happy at all, can't treated like this and he get away with it.