Poor service

I purchased a contract in September. 1 Week later my house was destroyed in a fire. I lost everything, including the modem of course. I contacted them and told them about the problem. They said they would escalate it and that someone would call me back. 1 week later, still no news so I called again. Same store, someone would call me back. Again no calls received. A week later I phoned again. The informed me that I would need to pay R4000 for a new modem. I have already lost everything. I asked if I could pay it off? They told me yes, over 3 months and they would send me an Acknowledgement of debt. It been a month since then and no documents received. In the mean time I get reminders to pay for my monthly subscription?????? Absolutely ridiculous!!!!!!!