Muthoot — Gold loan/payment/bad service/mental abuse

My name is siva, have a gold loan in Muthoot. I visited branch to repay whole loan amount and collect my gold back. The employee were forced me to pay only cash. Since I have amount in bank, I could not. After some discussion asked me to pay via app then I paid. But my gold was not given and I was waiting for hours. Saying transaction is under process. How these customer against firms are operating with out any fear of legal obligations and customer rights. Please consider, this was given me lot of mental stress on me.