Customer service/ Client not been heard/Consideration of circumstances

Good day i would like to state my disappointment in customer services and consideration in a matter that is stated below that has been out of my control and deemed an unforeseen terrible circumstance that lacks consideration and the understanding from Teljoy.

Between 09/11/2019 - 11/11/2019 we proceeded to move residents, on the 12/11/2019 at 20:00 i was admitted into hospital and later discharged 21/11/2019 of the night of 12/11/2019 my wife and son then stayed at her in - laws house from the 12/11/2019 as it was a late night of admission and stress, between the hours of 20:00 on the 12/11/2019 and the hours of 08:00 on 13/11/2019 our home was broken into and our (rent to own Television from Telljoy)and nurmous other items were ****** when my wife returned home on 13/11/2019 and noticed the crime she immediately notified our SAPS in the area and then our land lord, a case was later opened and finger prints were done, she then notified Teljoy to advise what is the procedure to follow due to our circumstance, and having just moved in and with the ciaos of moving and my self been admitted had not notified Teljoy of change of address. she was advised to send through an affidavit from the police station and photo graphs of how they got in and the area of where the television was ****** from she was also advised from the customer care agent that there should be no problem as we had just moved into the house, after all was submitted she finally received a response on the 22/11/2019 at 15:20 stating "The claim was rejected due to where the TV was ****** is not the address we have on the system, it states in your contract that when moving from the residential address to another you have to advise" my wife then proceeded to get the terms and conditions of the TV we found that the only place it states we have to advise and there is no time frame required to relay this information through to Teljoy does not say before/ immediately/ 24 hrs after ETC, she then wrote a response to that email sent from the customer care agent stating the above and further stating that a case was opened and the investigating officers details was attached to prove this is a legitimate case and house breaking and that we fail to see how we can be held accountable for such a situation that is a unforeseen and stressful situation already with having just moved and her husband admitted into hospital and the crime of our home been broken into and ********* going through our personal belongings and *****ing our property all in the space of 4 days and Teljoy response was made with lack of consideration and understanding and an immediate loophole that they picked up on an address that in my mind is not a valid reason in this situation as they fail to give correct information in there terms and conditions of contract as there is no period stated on the document on when to notify. my wife continued to send emails to follow up if our response to there email of rejection has been read and looked at by management. and the customer care agent responds finally on 29/11/2019 and states she has already sent a response that it was rejected. this further shows that Teljoy is not interested in how there customers feel or take there responses to there decisions seriously as our email in response to the original email seemed to of not gone passed the customer care agent inbox.

I honestly fail to understand why a customer has to resort to this platform in order to get a chance at been heard and there case taken seriously. i would honestly appreciated managements/higher managements inputs and be contact as to a way forward in this matter stated above.