Horrible service

On the 12th of September I have written a complain of the poor service that we are receiving from Rain, we are told because the Router has been ****** (WITH A CASE NUMBER) we have to pay R4000.00 and that we were supposed to read the terms and conditions before using their services, which no one had advised us too. I then asked if they could send us a sim since well there is a spare router that we can use, Rain then declines and says they have to deliver the whole product? Guys we only need the sim can you assist on that?