Teljoy house burglary claim

Good day

I have a Ps5 console bundle through Teljoy… My house has been burgled on the 13 June 2024. One of the ****** items was the Ps5 and the controllers. I have notified them that my house has been broken in to and the rented item was one of the things that was ******. They sent me the claim forms where they needed the case nr, photos of forced entry and an affidavit. I sent them all that was needed and they then notified me that my claim has been rejected since there is no commissioner of oath stamp on the affidavit and that my account was in arrears.

Now last year around June I lost my job, but since have been re employed. I have missed 2 payments of R877. I made an arrangement with them to pay R1300 each month to catch that up and still owed them R1800 at the time of the crime. I got the affidavit stamped correctly and brought my account up to date and they still rejected the claim because my account was not up to date at the time of the break in. I have been a loyal customer of them for quite some time, always paid more than the normal monthly instalment (R1000) and slipped up when I was unemployed which I did make arrangements with them and honoured those arrangement.

They now demand over R14000 from me to pay them since the console was ******. I understand in their terms they state regarding account in arrears but I did have an arrangement with them, it’s not like I just ran away. They now refuse to replace the ****** console but demand the rest of the term payable by me. Surely there can be some leniency since I did have an arrangement and did brought the account up to date.

Please help. R14000 is a-lot of money to pay and nothing to show for.