RAIN want to charge us R4000 for a device which was damaged during Loadshedding

My husband has an account with Rain I called to tell them that the device got damaged due to the loadshedding. The pin fell in at thew back and does not work so I logged a complaint on the 28/04/2023 no one told me that I had to pay a R4000.00 fee for the device all they said was that the device will be replaced yesterday I get an email stating that we must pay a R4000.00 fee which was not our fault the device got damaged people rain is over charging people for nothing and want to get more money out of a person they give bad service then they still want to corn you out for more money, people must look for other service providers RAIN is ****. The technician did not even collect the device to see what is wrong with it and yet they just request that we must pay R4000.00 not service at all I will not referred any one to Rain get a proper service provider that gives good customer service.