Cash Crusaders review: Complaint regarding service errors and request for resolution on lenovo laptop

On 12 November 2025, I visited Cash Crusaders Empangeni to request an extension for my Lenovo 15.6" IDEAPAD 320-15 1KB (1TB), INTEL CORE, which was due to expire that day. Mr. Chirwa assisted me and granted an extension until 17 November 2025.
On 17 November, I sent my brother to make the agreed interest payment. He was assisted by Miss Mthethwa Nombuso, who initially refused to process the payment, insisting only the owner could collect the item. After I spoke to her over the phone and explained the arrangement with Mr. Chirwa, she agreed and processed the transaction.
However, on 2 December 2025, I returned to pay for my STIHL FS 160, which I believed was due. I was told it was only due on 2 January 2026. It became clear that on 17 November, Miss Mthethwa had mistakenly processed a payment for the STIHL FS 160 — which was not due — instead of the Lenovo laptop, which was.
This error has jeopardized the status of my Lenovo laptop, despite my clear instructions and timely payment. I request an urgent investigation and appropriate resolution, including reinstatement or compensation for the Lenovo laptop. I have been a loyal customer for over 10 years and have never defaulted on an agreement. This experience has been deeply disappointing.
To rectify this situation, I respectfully request the following:
1. Immediate investigation into the transaction error that occurred on 17 November 2025.
2. Reinstatement or compensation for the Lenovo laptop, as the failure to process its payment was due to staff error, not my negligence.
3. Improved staff training to ensure proper handling of customer instructions and accurate processing of payments in the future.
I trust that you will treat this matter with the seriousness it deserves and respond promptly with a resolution. I am available to provide any further information or clarification if needed.