Cash American Pawn review: Laptop damage, unauthorized changes, and loss of data/ applications

I am filing complaint against Cash America Pawn
concerning damage to and unauthorized changes made to my laptop computer while it was in the company's possession. When I originally pawned my laptop, it was in new working condition. On Sept 29,2026, upon retrieving my computer. I immediate observed a scratch on the top /front of the computer that had not been present when I left it with Cash American Pawn. I also discovered that my password was no longer the same. I brought this matter to manager's attention and explained my concerns. However, the manager insisted that I was mistaken regarding the condition and the password was the same.
Furthermore, I continued to notice that the laptop was not operating the same and missing files. Because of my concern I decided to took my computer to Best Buy where I had a warranty and requested that Geek Squad examine it and document its findings.

The examination revealed significant changes to the computer, including the following:
My local user libraries had been wiped out.
Windows had been refreshed or restored.
Previously installed applications were missing.
Google Chrome and Firefox, which previously been installed, were no long installed
The computer is not functioning or configured as it had been when I originally pawned it.

I did not authorized Cash America Pawn, or anyone acting on its behalf, to reset, refresh, restore, alter or delete information from my computer. I am therefore seriously concerned about how these changes occurred - while the laptop in the pawn shop's possession.