Poor service and a company that rips off customers

I have been a loyal customer to the company for 6 years now, uninterrupted payments and even got an upgrade which has resulted in higher monthly payments for over a year now, but I didn't mind this as this was an an essential service for me. I was unfortunately involved in an accident, someone knocked into my car and this resulted in it being written off. This happened on the 24th September and I received the news of it being written off on the 28th. I emailed Netstar informing them of this and requested assistance with cancellation of the service, obviously as I would no longer need it until further notice. I got a response on the 1st of October, that my email would be forwarded to the cancelation team. I received no correspondence from them until the 23rd of October. I was informed that not only will I pay for the next month, but also have to pay a cancelation fee as I had recently, 2019, got an upgrade on my tracker. I am so disappointed with the treatment, I feel like I am getting **********, I paid for this month as well, and this was understable considering it was 2days before the debit order was to go off. But now to pay an extra month because of your slowness to respond to a customer, and pay an extra 'cancellation fee' is a total *******. The accident was not my fault, the insurance company and police have this information, I understand that it is not your fault either, but surely there should be a clause that exempts customers who are canceling because of unfortunate incidences such as mine from having additional stress of now paying these monies. Not to mention your poor customer service that has lead to my email only getting a response 3 weeks later. I am very disappointed in your service. You can be sure that you have lost 2 customers, as my mother will cancel your services too.