Bad customer service

I made a layby 3 month ago but due to unforeseen circumstances, I could not be able to take out my layby which expired on the 25/10/2024, so I call the store on the 25/10/2024 just to find out if they can’t extend the layby to the 25/11/2024 so I can take it out, as I don’t need those items I layby, I desperately need them, so when I call I requested to speak to the manager they said she is not available they transferred me to this lady who said she is a supervisor, she told me one the layby has expired you are given 14 days otherwise they take everything to the floor, I tried to plead with her, but unsuccessful could not help, so today I decided to maybe speak to manager, she is not a good person to speak, I did not get her cause the line was bad, so I ask her to repeat her name and she just shouted her you could hear she is annoyed by my request, so I asked her if I can’t re-layby the stuff I ordered, she kept telling that I had hundred and some day to pay it off, unfortunately not but I said I know with other shops they can cancel and re-layby the stuff as I said I want to take the layby by the 25/11/2024 as I desperately, as I’m trying to speak she keeps interrupting, i did not expect the way she handle the matter as she is the manager so I said if you won’t be able to help I will just escalate the matter to head office and see if they can’t help me, then she changes the tune and said just come to the store let see what we can do. So I need assistance in securing the items, I know I should stick to the policy but had problems hence I requested an extension. The layby is in East Rand mall