Pronto Pawn

Complaint: [redacted]
I am rejecting this response because:
 
I called the day my layaway was due and spoke to [redacted] . I told [redacted] that I had a layaway that was due today and if there was anyway I could extend it until Friday? [redacted] placed me on hold and then came back to line and stated that [redacted] the on duty manager said it was ok and he would put a note on my item so it wouldn't get pulled.  When I showed up to the store on Friday another manager present named [redacted] said [redacted] the store owner told him to pull my item.  I asked him why when I was told by [redacted] who was also present at this time said it was ok.  [redacted] told [redacted] in front of me why are you doing that [redacted] told her it was ok.  [redacted] gave [redacted] a blank look and told her [redacted] was mistaken. Another employee Julie told him we do it all the time for our customers and Erika is a good customer.  [redacted] told them that was it my money was forfeited.  I told [redacted] was it common practice to not honor what his employees and another manager tell customers over the phone?  Because [redacted] was standing right next to him notifying him that she did tell me that on phone and did indeed get permission from [redacted] to place my item on hold for me.  [redacted] said he just did what [redacted] his boss told him to do.  I left my phone number with [redacted] to hopefully resolve what happened with the store owner [redacted] but I was never contacted.  As a customer I feel the store should honor what another manager had already discoussed with me.  
Regards,
[redacted]

This letter is in response to a complaint you received about a layaway at our Pronto Pawn store at 1829 SW Military Dr in San Antonio, Texas. The customer making the complaint had placed an item on layaway and failed to abide by the terms of the agreement resulting in the forfeiture of her previous...

payments. A copy of that agreement was signed by and given to the customer when she originally placed the item in layaway.