TELJOY HAS CLEARLY NEVER RECOVERED AFTER COVID

I am actually speechless. I have been renting a macbook from Teljoy, which was unfortunately ****** over the christmas period. i opened a case, sent through the case number immediately to Teljoy to notify them. they EVENTUALLY got back to me, asking for another statement, photos and i had to fill in a risk form, which i did, no photos were given as it was ****** out of the window. now they coming back to me, and saying that because they are not able to replace it, i have to pay them the full value of the macbook. WHY???? i can't get through to a manager, IF i get any communication from Teljoy, its customer service or accounts department that is not helpful, they rude and abrupt. i can't believe the treatment one gets from a company that used to be top notch!! i will be taking my query through to the ombudsman because i feel that they are treating me unfairly and almost as if i stole their property.