Level-7 shock

I had an account with Level-7 which I have been paying religiously and for two months I struggled with payment because my child was sick and in the hospital. I have proof on this but they couldn't understand, they sent me to lawyers and when I called them they said they don't do negotiations for late payments and immediately sent me to lawyers after 4 years. I am shocked at this and now they are asking to pay over R8700 for their equipment which I have asked them to come and collect and now they are giving me a run around. I am shocked, upset and don't believe the way that they operate. How can a whole company not be able to arrange payment plans with customers struggling momentarily, who have been with them for years?