I informed Rain that I had lost my device and sim on a business trip and needed a replacement

I informed Rain that I had lost my device and sim on a business trip and needed a replacement. I was told to pay R499 for a new unit, and a simswap would be done. No unit came, inly 2 sim cards. Called the service desk and they told me that I must pay for two contracts and they will be debiting R900 in June. All I want is a replacement router and sim, and I keep my current subscription. If this is not possible, then I want to cancel everything.