Pennsylvania Rent a Center Hell Putting My Friend Thru Hell....Please help don't know what to do

So my friend got a whole living room set from shit ass Rent a Center in Pennsylvania back in 2019. Originally $107/week for 2 years. They more or less paid off most of the balance for the furniture. In the process they lost the furniture. The General Manager of RAC is now verbally telling them over the phone that they are going to press charges. I took a look at PA law, and there is indeed a law that allows these kinds of companies to prosecute. My question is, if my friends have already paid out most of the principal balance of the furniture, and no longer are in possession of that furniture, wouldn't this be a totally civil matter? And if not, what can my friend do to kinda make them cease and desist and deal with this in collections or whatever the case may be?